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Welcome tonatural gas foryour homeIt helps if it's Bord Gáis Energy01 611 01 01 bordgaisenergy.ieBGE/RG/WP/0619
Natural gasfor your homeHello and welcome to Bord Gáis Energy!3Getting started4Keep track online and on the go5Boiler Services6Your gas bill explained8Payment optionsB10Frequently asked questions11Contact us13Customer charter – our commitmentto you14Level Pay Terms and Conditions16NATURAL GAS FOR YOUR HOME
1Hello and welcometo Bord Gáis Energy!Thanks for choosing us as yourgas supplier. We’re delighted tohave you as a customer. We’ll doeverything we can to help youand make sure you’re happy withour service.Your welcome guideThis booklet has all the information you need to manageyour account. We’ll show you how to take meter readings,learn about payment options and manage your bill.Talk to us any timeWe’re committed to helping you and improving what wedo, so we’d love to hear what changes you would like tosee. Let us know if there’s anything you think we could dobetter. You’ll find our contact details on page 13.NATURAL GAS FOR YOUR HOME3
2Getting startedWe like to keep things simple. Every twomonths, we’ll calculate what you oweeither from your meter reading or from anestimate from Gas Networks Ireland. Thenwe’ll send out your bill.Options to suit youYou can pay your bill by Direct Debit or with your debitcard or credit card online or over the phone.You can also pay by cash at the Post Office, PostPointand Payzone outlets, or by sending us a cheque.Find out moreTo learn more about our price plans and how we calculateyour bill, check out bordgaisenergy.ie or call us on01 611 01 01.Check out pages 8-9 for a useful guide to understandingyour bill or you’ll find a handy list of FAQs on page 11.Keep your bills low by checking out our energy efficiencytips on bordgaisenergy.ie. Free, easy and simple!4NATURAL GAS FOR YOUR HOME
3Keep track onlineand on the goWe’ve made it easy for you to keep trackof your gas use and costs.You can download our iPhone app or log into youraccount at bordgaisenergy.ie and enjoy the followingservices at the click of a button: Upload your own meter readings to ensure your bill isalways based on your actual usage. You’ll also find ahandy guide on how to take your meter reading. Check your balance whenever it suits you and easilymonitor your gas use. See when your last bill was due and how much it was. Send us your queries or ask us to give you a call. Find all the contact details you need.Go paperlessOnce you’re registered online, you can choose to havepaperless billing.We’ll email you when your bill is ready for you to viewonline or on our app. You’ll no longer receive bills in thepost, but you can print your bill from our site at anytime online.If you have multiple accounts, you can choose paperlessbilling for some and still have bills posted to you forothers. You’ll find this option in the Choose Accountsection of the site.Our phone servicesYou can also manage your account and talk to usabout your gas service over the phone. Give us a callon 01 611 01 01.NATURAL GAS FOR YOUR HOME5
4Boiler ServicesA cosier home costs less when youservice your natural gas boiler. We haveover 30 years’ experience so you can besure that our Service Engineers will giveyour boiler all the care and attentionit needs.Enjoy the following benefits once your boiler hasbeen serviced: Save up to 150* per year on your heating costs Flexible monthly payment options Make your home a cosier place to be Reassurance your boiler is reliable and safe Improve our environment, cut down on C02 emissions*Source: Sustainable Energy Authority of Ireland (SEAI)365 Breakdown AssistanceIn the event of a breakdown, you’ve the peace of mindknowing we’ll always be there for you. We promise to bethere within 24 hours, 365 days a year.*Parts and labour costs covered up to 1,200.Call our HomeCare Team now on 01 611 01 456NATURAL GAS FOR YOUR HOME
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51Bill addressThis is where we send the bill.2Account numberHave this handy when you call us.3Meter numberThe meter number is unique tothe physical meter. If your meteris replaced the meter numberwill change.4Meter readingsYour present and previous meterreadings are shown.There are three main types:A – An adjustment has beenmade to the previous billC – A reading you have given usE – An estimate from GasNetworks Ireland5678Your gas billexplainedUnitsThis figure represents the numberof units in cubic metres or cubicfeet (M3hc3) which you arebilled for.Conversion factorThe conversion factor usedto convert the gas from cubicmetres or cubic feet to kWh.kWhThe figure in kilowatt hours forwhich you are being billed.NATURAL GAS FOR YOUR HOME8GPRN(Gas Point Registration Number)This seven digit reference numberis used to identify your gasmeter and connection to the gasnetwork.9AC Band(Annual Consumption Band)Your estimated annual usageof natural gas fits into a bandaccording to your consumption.A – Less than 6,000 kWhsB – 6,000 kWhs to 23,500 kWhsC – 23,500 kWhs to 73,000 kWhsY – 73,000 kWhs to 750 MWhsZ – 750 MWhs to 5,500 MWhs10Standing chargeThe standing charge is includedon every bill when you are oneither the standard rate tariff,standard pay as you go tariff, thewinter saver tariff and the largeresidential user tariff.11RateThe rate at which you are beingbilled eg. standard rate.12Bank giro credit transferThis is the bank giro that you canuse to pay your bill.
your natural gas bill1Mr Sam Sample,Any Street,Any Town,Any County01 Oct 180901 Dec 1909Billing periodDate of issue04 Dec 1909Account number2M E T E R N O.METER RSION12314312m345XC O N V. FAC TO R11.391161234567890GPRNAC B A N D35540123456B789GAS USEDkWhA: Amended reading / C: Reading bytakencustomerby customeror network/ E: Estimatedcorrectionreading/ E: Estimated reading (Actual readings have no letter)AMOUNT Previous Balance 128.5518 Oct 1809 Direct Debit - Thank You 128.55CRTotal Payments 128.55CRDomestic Standard Tariff (02 Oct 1809 to 01 Dec 1809)Standard Charge 0.164 for 61 daysUnit Rate 0.04274 for 3554 kWh1110 10.03 151.90Total excluding V.A.T. 161.93V.A.T. @ 13.5% 21.86Total including V.A.T. 183.79Customer service01 611 01 01 or 1850 632 632Emergency number1850 20 50 50CREDIT FINANCE INCLUDEDP L E A S E PAY BYTOTA L NoneDirect Debit 18 Dec 1809 183.79Bord Gáis Energy LimitedRegistered office:One Warrington Place, Dublin 2VAT Number: IE 3234061GHDirect Debit – The easy way to pay your bill.Phone 1850 632 63212CASHIERSSTAMP& INITIALSPage 1 of 1AIB Bank, 40/41 Westmoreland Street, Dublin 2Account number: 13007016 Sort code: 93-33-84 BIC: AIBKIE2DIBAN: IE95 AIBK 9333 8413 0070 16BANK GIRO CREDIT TRANSFERCASHCOINS TOTALCASH CHQs.ETC. TOTAL Customer account no.1234567890Mr. Sam Sample 183.79P L E A S E D O N OT M A R K B E LO W T H I S L I N E01234 123456789012 0123456 931039* All figures and values shown are forillustrative purposes only.NATURAL GAS FOR YOUR HOME9
6Payment optionsDirect DebitLevel PayPaying by Direct Debit is the mostconvenient way to pay your bills. You canset up Direct Debit payments by loggingonto your account on bordgaisenergy.ie.Level Pay helps you to smooth out the upsand downs of electricity costs over theyear. Signing up for Level Pay means youcan budget better as you always knowhow much your payment will be. Together,we’ll agree how much you’ll pay eachmonth, based on your previous payments.Setting up an account online is simple. Allyou’ll need is: Your name, as on your bill Your email address Your phone number Your gas account number from the topright of your billIf you’d like to set up Level Pay, you cangive us a call on 01 611 01 01.Overdue accountsYou can pay also use your online accountto pay by credit card.If you’ve any problems paying your bill,give us a call on 01 611 01 06. We’ll workwith you to try to sort it out.Other ways to payWe may have to withdraw your electricitysupply if your bill is left unpaid. You mayalso incur ESB Networks charges.You can pay in cash at any retail outletwhere you see Payzone or PostPoint signsand at any post office.You can also pay by cheque. Make it outto Bord Gáis Energy and send it to us atCustomer Service, Residential Electricity,Bord Gáis Energy, PO Box 10943,Dublin 2.Cheque payments take about five workingdays to appear on your account.Alternatively, you can pay over the phoneon 01 611 01 01.10NATURAL GAS FOR YOUR HOMEFor more information, log on tobordgaisenergy.ie
7Frequently askedquestionsQ. Can you help me understand my bill?A. Yes, take a look at pages 8-9. If you need more information, give usa call on 01 611 01 01.Q. How do I find out how much I owe?A. There are three ways you can do this. You can log into your account onlineat bordgaisenergy.ie, view your bill on our app or call us on 01 611 01 01.Q. Who will read my gas meter?A. Gas Networks Ireland will come to your home to take readings. You can also submitreadings yourself.Q. How do I submit a meter reading?A. You can do this through your online account at bordgaisenergy.ie, on our app or bycalling us on 1850 33 77 77.You’ll yourneed meteryour GPRNWhen readingonlynumbercount (which is on the top right of your bill) and a meterreading.Thisnumberisshownthe black digits, not the red one in the black display on your meter.470871000100100001014.1Q. How can I pay my bill?A. You can pay your bill online, over the phone, by Level Pay, Direct Debit, Payzone,PostPoint or by cheque. See page 10.Q. I’m having difficulty paying my bill.ype: XOOX-00XV80 A 50 HzA. Give us230a callon 2001-61101 06 and we’ll work with you to try to sort it out.o. 12 345 See678 page24010.rev/kWhWho do I call if there’s an issue with my gas supply?ESBQ.RM099 9999A. You can call Gas Networks Ireland on 1850 200 694.NATURAL GAS FOR YOUR HOME11
Q. Can you help me if I have special requirements?A. Yes, we have a Special Services Register for our customers who are particularlyvulnerable to disconnection during winter months for reasons of advanced age orphysical, sensory, intellectual or mental health. You can avail of special services suchas a braille bill, Talking Bill, nominate a carer and use our minicom service. We willalso not disconnect your supply for non-payment of account between Novemberand March each year. See our customer charter on page 14. You need to complete aform to join our Special Services Register. For more information call us on01 611 01 01 or visit bordgaisenergy.ieQ. I currently get the gas allowance towards my bill. Will I still get this?A. Yes, you will still get the allowance. Instead of it being paid directly towards your bill,it will come to you as a separate payment. The Department of Social Protection willcontact you about how you will get it.12NATURAL GAS FOR YOUR HOME
8Contact usWe’re always happy to hear from you and help you if needed.And we want to make sure you’re pleased with our service.When you get in touch with us, make sureto have your account number ready. Bearin mind that we can only discuss accountinformation with the account holder.If you phone us, please understand thatwe may record and monitor calls tomake sure we maintain the highest levelof service.Email us:info@bordgais.ieCall us:01 611 01 01Write to us:Customer serviceResidential GasBord Gáis EnergyPO Box 10943,Dublin 2ComplaintsWe really try to go above and beyond, andexceed your expectations. Sometimes,things don’t go quite to plan. If you havea complaint, please give usa call on 01 611 01 01.Gas EmergencyGas Networks Ireland provide a 24/7emergency response service.Just call 1850 20 50 50if you smell gas at home or on thestreet – don’t assume someone elsehas reported it, open windows anddoors, if the smell persists turn yourgas off at the meter.Alternatively, you can email us atinfo@bordgais.ie or write to us at:Customer serviceResidential GasBord Gáis EnergyPO Box 10943, Dublin 2We’ll register your complaint and give youa reference number. We’ll work hard to fixthe problem immediately, but some issuescan take longer to sort out.We have a code of practice on handlingcustomers’ complaints. You can find iton bordgaisenergy.ie or call us on01 611 01 01 and ask us to post it to you.If your complaint is not resolved to yoursatisfaction after we have dealt with it,you can contact the Commission forRegulation of Utilities.customercare@cru.ie1890 404 404Customer Care TeamCommission for Regulation of UtilitiesPO Box 11934, Dublin 24Your meter box keyYou will require a meter box key toopen your meter box and turn yourgas supply off. It is important to keepyour key in a safe place.If you require a meter box key pleasecall Gas Networks Ireland on1850 200 694NATURAL GAS FOR YOUR HOME13
9Customer charter – ourcommitment to youOur commitment to youBord Gáis Energy is committed toproviding you with a high and consistentlevel of customer service. We recognisethe importance of listening andresponding to our customer’s needs.This customer charter details the levelof customer service that we promise togive you in all your dealings with BordGáis Energy.Our overall customerservice standardsBord Gáis Energy works to ensure thatall customers have easy access to clear,timely and accurate information at allpoints of contact. We continue to drivefor simplification of rules, procedures andinformation leaflets. We can be contacted by telephone,mail and email or through our websiteat www.bordgaisenergy.ie Our customer service staff will bepolite and courteous at all times andwill give you their name. We listen and respond to ourcustomer’s needs and welcome anyfeedback in relation to the serviceswe provide. We train our staff to deliver theservices outlined in this charter, andwill keep our training up to date. We monitor and measure the serviceswe provide to make sure we arekeeping our promises.14NATURAL GAS FOR YOUR HOMEOur guaranteed servicestandardsIn addition to our overall servicestandards, we have guaranteed servicestandards. If we fail to meet any of theseguarantees, we promise to apologiseand to do everything possible to rectifythe problem straight away wherenecessary.1. Billing enquiries guaranteeMost queries about your bill or billpayment can be answered by phonestraight away. If you write to us with abilling enquiry, we will review your enquiryand respond to you within ten businessdays. If we fail to respond within tenbusiness days, you will be entitled to apayment of 30.2.Refund guaranteeWhere we agree that you are entitled toreceive a credit for any reason connectedwith your bill, we guarantee to credityour gas or electricity account within tenbusiness days of agreeing the amount tobe paid. If we fail to credit your gas orelectricity account within ten businessdays, you will be entitled to a paymentof 30.3. Marketing and Advertising code ofpractice guaranteeWe guarantee that we will abide by ourcode of practice on marketing and we willadopt the best marketing and advertisingpractices as set out in this code. If we failto abide by this guarantee, you will beentitled to a payment of 30.
4. Sign-Up code of practice guaranteeWe guarantee that we will abide bythe commitments in our Sign-Up codeof practice. If we fail to meet ourcommitments in this code, you will beentitled to a payment of 30.5. Complaints handling code of practiceguaranteeIt is our aim to resolve all customerconcerns and complaints as quickly andas fairly as possible. We have published acode of practice on complaints handlingwhich details our commitments andprocedures for resolving customercomplaints. If we fail to meet ourcommitments outlined in this code, youwill be entitled to a payment of 30.6. Special and Priority Services code ofpractice guaranteeWe offer a range of special and priorityservices to assist customers with specialneeds and those reliant on electrical homemedical equipment. These services arepublished in our Vulnerable Customerscode of practice. Customers who wishto avail of and are eligible for theseservices must register with us. If we failto meet our commitments to vulnerablecustomers who have registered on ourspecial and priority services register,you will be entitled to a payment of 30.7. Bill payment code of practiceguaranteeWe have clear internal procedures whichensure that disconnection of supply forarrears only takes place as a last resort.We have published a code of practice onbill payment which details how we willhandle customers who have difficulty inpaying their bill. This code covers Billingin general, Bill payment and also coversDisconnection.If we fail to meet our commitments asset out in this code, you will be entitledto a payment of 30.8. Pay As You Go Metering code ofpractice guaranteeWe guarantee that we will abide byour code of practice for Pay As YouGo Meters. If we fail to abide by thisguarantee, you will be entitled to apayment of 30.Our codes of practice supporting thiscustomer charter are: Marketing & Advertising Sign-Up Handling customers complaints Bill payment (includes Billing, BillPayment and Disconnections) Vulnerable Customers Pay As You Go MeteringCopies can be sent to you on requestor you can view them online atwww.bordgaisenergy.ieDisclaimerIn exceptional circumstances we maybe prevented from meeting our servicecommitments due to conditions outsideof our control. Such circumstances couldinclude major disruptions to supplies,actions/damage by third parties, risks tosafety, no access to your home or whereactions could cause Bord Gáis Energy tobreak the law.Any payments made under this charterfor failure to meet our commitments aremade without any admission of legalliability on the part of Bord Gáis Energy.If there is any inconsistency or conflictbetween this customer charter and theBord Gáis Energy terms and conditions ofsupply, the terms and conditions of supplyshall prevail.NATURAL GAS FOR YOUR HOME15
10Level Pay Termsand ConditionsPlease note that these terms and conditionsshould be read along with your residentialgas/electricity terms and conditions ofsupply and together they will form yourcontract with us.1.2.Level Pay is a payment facility whichallows customers to manage their gasand/or electricity account by makingregular monthly payments via DirectDebit. Bord Gáis Energy Limited (“BordGáis Energy”) does not charge anyadditional administration fees for theprovision of the Level Pay paymentfacility.falls on a weekend or bank holiday, thePayment Amount will be taken on thenext Irish working day after this date. Itis your responsibility to ensure sufficientfunds are in your bank account to coveryour monthly Payment Amount.5.a. consumption History of thePremise, if available; orb. annual consumption from thenetwork providers (ESBN/GNI); orIn order to avail of the Level Paypayment facility, you are required tohave a valid Direct Debit mandate to beset-up with Bord Gáis Energy. Level payis not available to customers with:c. annual consumption provided bythe customer; ord. our consumption calculator basedon the profile of the Premises; or(i) a credit of 1000 or greater; ore. national average annualconsumption figures as set bythe Commission for Regulation ofUtilities (CRU).(ii) a debt of 1000 or greater and thedebt is owed for 60 days or more.Bord Gáis Energy has the right towithdraw the Level Pay payment facilityfrom a customer at any stage if theseconditions are not met.3.4.16Billing - You will continue to receivebills, online or in the post from us every2 months which will set out (amongother things) any estimated or actualmeter readings taken at the Premises,the amount being paid by Level Payeach month (the “Payment Amount(s)”)and other useful information about yourgas and/or electricity account and theservices we provide.Payments – The customer’s bankaccount will be debited each month ona date agreed with us. The Level Paypayment facility will commence once wenotify you of the first monthly PaymentAmount and the date that your accountwill be debited eac
*Source: Sustainable Energy Authority of Ireland (SEAI) 365 Breakdown Assistance In the event of a breakdown, you’ve the peace of mind knowing we’ll always be there for you. We promise to be there within 24 hours, 365 days a year. *Parts and labour costs covered up to 1,200. Cal
