Introduction

The Commission for Energy Regulation has set out guidelines for the protection of electricity and natural gas customers which require suppliers to put in place codes of practice and customer charters guaranteeing a minimum level of service.  Suppliers use the guidelines to develop their own documents which they must publish and publicise to their customers.  

Customer Charters, Codes of Practice & Customer Rights
Links to Natural Gas Codes of Practice

Customer Charters, Codes of Practice & Customer Rights

All suppliers must meet the Commission's guidelines for the protection of customers.  Some have chosen to do this by producing separate documents for each code with a covering customer charter and others have produced a single customer charter with all of the code requirements contained in it.   As a customer you are entitled to receive a copy of the documents your supplier has produced.  You can contact your supplier directly or see the links below.

What is covered in the Codes?

Billing
All customers are entitled to prompt and regular bills from their supplier.  Included in the Commission's guidelines are the requirements for suppliers to ensure that bills are, accurately calculated, state whether they are based on an estimated, customer or actual read, clearly indicate the period being charged for, include payment and tariff options, any vat or levies and set out any free gas entitlements.

Complaints Handling
Suppliers must put in place a process that customers can follow if they have a complaint to make regarding their supply.  Suppliers must outline how they will effectively and transparently handle a customers complaint and provide the steps requred for doing so.  They should also notify their customers of compensation and refund arrangements that apply if service quality standards are not met.

Marketing Code
This code requires suppliers to protect customers against unwanted, unfair or misleading marketing methods.

Services for Customers with Special Needs & the Elderly
All suppliers of domestic customers are required to offer customers non standard formats for communication.  This can include spoken word or braille billing & letters for customers with visual impairment and the use of minicom or text messaging for customers with hearing impairments instead of telephoning .  In order to receive these services customers must join the industry Special Services Register.  Customers can request an application form from their supplier.  The information received by your supplier is also shared with Bord Gáis Networks so that they are aware of your need in the event that they are also writing to you or making a visit to your home.

In addition to these services, the Commission has also placed an obligation on suppliers to ensure that elderly customers who are registered with them are not cut off in the winter months if they run into payment difficulties (November - March).  

Links to Natural Gas Codes of Practice