European Energy Consumer Checklist
Introduction
The European Energy Consumer Checklist is a set of questions put together by the European Commission to allow consumers to compare information on energy markets across member states. The questions are exactly the same for each member country and cover a range of topics of interest to consumers of natural gas and electricity.
Checklist
DOCUMENT BY THE SERVICES OF THE COMMISSION'S DIRECTORATE GENERAL FOR ENERGY AND TRANSPORT
EUROPEAN ENERGY CONSUMER CHECKLIST
Index
Information Obligations
Contracts and Billing
Prices, Tariffs and Monitoring
Free Choice of Supplier
Connection to Network
Complaint Handling
Consumer Representation
Social Measures
Unfair Commercial Practices
1. INFORMATION OBLIGATIONS
Questions
1. What organisations or bodies in my area can help me to find out more about switching supplier?
Details on how to switch supplier can be found here for Gas and here for Electricity
The Commission for Energy regulation provides a full list with contact details for every energy supplier in the Republic of Ireland along with contact details. This can be found here
2. What are my rights as an electricity and/or gas consumer?
The Commission for Energy Regulation requires natural gas and electricity suppliers to put in place Codes of Practice and Customer Charters setting out their processes and commitments to their customers. These include the areas of Customer Billing and Payments, Complaints Handling, Marketing and Vulnerable Customers. Your supplier is required to provide you with a copy of their Codes and Charter on request and to publish these on their website. You can find links to these here for electricity and here for natural gas.
3. Where do I go to find out more on payment methods?
Each energy supplier offers a selection of payment options. These may vary so you should contact your selected supplier directly and ask for details on their current payment options.
4. What information would I need to allow me to assess alternative supply offers?
When comparing prices it is important to make price comparisons using your actual consumption data where possible. To assess and compare different supply offers you will need to know what you are currently being charged and what alternative supply charges are being proposed. Start by comparing unit charges but be sure to take into account any standing or additional charges that are included on your bill.
If you are an electricity customer make sure to make allowances if you are using a meter which records day units separately to night units.
5. What information should be provided on my bill?
Your bill should provide you with:
* An emergency contact number to call if you experience a fault or need to report an emergency
* Your account number
* Your meter number
* The period to which your bill relates, the date of issue and the date when payment is due
* The meter reading upon which your bill is based. This should indicate whether the reading is based on an actual meter reading or an estimated reading
* A calculation of the amount due for energy supplied
* Any levies applied to your bill
* The total amount due for the period of the bill
* A brief description of how to make a complaint
* A list of payment options
* Your Supplier’s name and contact details
6. Where do I look to find out more about energy efficiency measure in my area?
There are a number of websites and information providers working to assist with energy efficiency.
Sustainable Energy Ireland – www.sei.ie
Power of One – www.powerofone.ie
Change – www.change.ie
You may also contact your energy supplier as they may have helpful hints to reduce your consumption and your bills.
7. Who is responsible for consumer protection in my area?
The Commission for Energy Regulation is responsible for implementing energy specific consumer protection measures. This has been done, to date, through the development of guidelines for suppliers and network operators on Codes of Practice and Customer Charters. Suppliers and Network Operators are then required to implement the guidelines and provide a level of protection for their customers. The Commission monitors compliance with the guidelines. You can find links to these Codes here for electricity and here for natural gas.
The Commission also offers a complaint resolution service to customers who are experiencing specific issues in relation to their supply of electricity or natural gas. More information can be found here.
In addition to the Commission the National Consumer Agency (www.nca.ie) has statutory responsibility in a number of areas which include consumer protection.
8. How do I find out the fuel mix of my electricity consumption?
All suppliers are required to publish details of their fuel mix on the back of their bills. If you do not receive this you may contact the Commission for Energy Regulation.
9. What other sources of energy are sold by suppliers in my area?
Each supplier offers different services; you should contact the suppliers in your area and request information on what type of energy they sell directly. You can find all suppliers contact details on www.energycustomers.ie
10. How can I find out what sources of energy are used and if my supplier's claim that its electricity is or parts thereof are "green" is true?
All suppliers of electricity are required to publish their fuel mix on the back of their bills. This can be used to determine if statements are true in relation to ‘green’ energy sources.
2. CONTRACTS AND BILLING
Questions
11. What minimum information is my supplier obliged to give me on my bill?
You bill should provide you with:
* An emergency contact number to call if you experience a fault or need to report an emergency
* Your account number
* Your meter number
* The period to which your bill relates, the date of issue and the date when payment is due
* The meter reading upon which your bill is based. This should indicate whether the reading is based on an actual reading or an estimate
* A calculation of the amount due for energy supplied
* Any levies, taxes or fixed charges applied to your bill
* The total amount due for the period
* A brief description of how to make a complaint
* A list of payment options
* Your Supplier’s name and contact details
12. Who do I contact if my bill does not contain the minimum requirements requested by EU legislation?
You can contact the Commission for Energy Regulation or alternatively seek assistance from your energy supplier.
13. Where can I obtain information on my actual consumption over a given period: a year, a month?
If you have retained your bills over the period in question you should be able to calculate your usage. Or alternatively contact your supplier and request this information.
14. What information should I ask a potential supplier before entering a contract?
- Are their conditions in the contract which I must fulfil in order to receive the quoted price? In particular is there a time frame which I must stay with the supplier?
- What is the cost of energy to be supplied and any additional charges?
- What happens if I cancel the contact?
- Will the price change throughout the contract?
- What happens if I move premises?
- Are there any additional charges that I should be aware of?
- What payment methods are available?
15. How can I obtain access to complete and comprehensible information on supply offers?
The Commission does not regulate the supply offers of independent suppliers. This means that you must contact the supplier directly to obtain information on their offers. In general, for domestic customers, suppliers publish their tariffs on their websites. A list of suppliers can be found here.
16. Once a contract is in force, how do I access full information on its complete contents, including all standard terms and conditions?
- The Commission advises against entering into a contract without receiving and reviewing the terms and conditions of supply to ensure they match your requirements first.
- If however you need these after you have signed a contract, you can request these from your supplier directly.
17. What are the general rules for cancelling my contract?
In general, domestic customers are placed on evergreen contracts with a supplier. This means that they will continue to be supplied with energy until such time as they close their account, move premises, switch supplier or are disconnected.
In particular, when
- moving to a new address? - letting my apartment/house to somebody else?
Suppliers may have different requirements for closing accounts. Prior to closing your account the Commission advises that you contact your supplier and ask what is required to close the account. If a customer does not close their account following the correct procedure they may be held liable for any energy consumed until such time as the account is closed.
In general, a verified actual meter read at the premises will be required prior to closing the account. This may require the customer to provide access at the premises in order to take this read, alternatively an agreed reading between the account closer and the person moving into the premises who will be opening an account will be used. In certain circumstances your supplier may request that the meter be locked in order that no further energy is consumed prior to a new account being opened.
- switching to another supplier?
In this case you should contact your chosen new supplier and provide them with information on the premises including your name, address and meter number. A meter read will also be required. This may require access to the premise being given. Your chosen supplier will then contact the Networks department and arrange the transfer of your account. Networks will advise your previous supplier that you are no longer their customer and a closing bill will be issued to you for any outstanding charges. This process may take a number of days to complete.
18. Where can I find out about my suppliers own conditions for cancellation?
These details will be provided in your terms and conditions of supply. You can contact your supplier and request this information directly.
19. Do I have the right to cancel my contract if
* The price changes?
This will depend on the contract. If it states in the contract that the prices may change and if your contract is for a minimum period of time you may incur charges if you cancel your contract.
* I am moving to other premises?
Again, if you have signed a fixed term contract there may be a cancellation charge applied if you choose to cancel the contract prior to the end of the term.
20. I have moved/switched to a new supplier. Do I still have to pay my bills for my old address/coming from my former supplier?
Moving House –
If you have closed your account correctly you should only receive a final closing bill from your former supplier. If you have not closed your account correctly you may be held liable for any charges that are incurred until such time as you close your account.
Switching Supplier –
When you switch supplier you will remain liable for any outstanding charges that are owed to your former supplier.
21. What complaint handling mechanism has my supplier set up? What are the dispute resolution procedures in my area? To whom can I address myself for assistance without cost?
The Commission requires that all suppliers and network operators who deal with customers to have an internal complaints handling process that provides customers with a simple, speedy and efficient complaint resolution process. The process should include timetables for resolution of problems and an escalation procedure should a customer not be happy with the company’s response to their complaint. You may contact them directly for a copy of their process or you can find links to these here for electricity and here for natural gas
If you have completed your providers internal complaints process and are still not satisfied you can then submit your complaint to the Commission. Details can be found here.
22. Is there a minimum level of supply quality? Am I entitled to compensation if the predetermined quality of supply is not met?
The Commission for Energy Regulation has set out guidelines for the protection of household electricity and natural gas customers. Electricity and gas suppliers have prepared their own customer charters and codes of practice in line with these guidelines. Each company is now required to communicate its Codes of Practice and its Customer Charter to all of its domestic customers. The companies should also notify their customers of compensation and refund arrangements that apply if service quality standards are not met.
23. What steps must a supplier take first before disconnecting me from supply for an unpaid bill?
If you are having trouble meeting your payment you should contact your supplier as soon as possible and inform them of this. Disconnection of supply should be used as a last resort, the customer must be notified if the account has gone into arrears and be given the opportunity to clear this balance as this may have been an oversight on the customer’s behalf. They must also receive written notification that supply will be disconnected if the balance is not cleared. If no contact or agreements have been made after this you supplier can then disconnect the premises. Your supplier should set this out in their Codes of Practice, you may request a copy of this from your supplier or you will find links to these codes here for electricity and here for natural gas.
24. What steps should I take if I think that one of my contract terms has been changed without adequate notice? Who should I contact?
When making any type of complaint or query we recommend that you contact your supplier first and allow them adequate time to respond to this. If after contacting them you still believe that they have not answered your query or if they have and that you don’t believe this should have been done you can then submit your query/complaint to the Commission. More information can be found here.
3. PRICES, TARIFFS AND MONITORING
Questions
25. How can I distinguish between price, charge and tariff on my bill?
Electricity Bill:
Your electricity bill should clearly identify:
- Units consumed
- The rate/tariff they are being charged at
- Standing charge
- The amount due
- The Public Service Obligation (PSO) levy
Gas Bill:
Your gas bill should clearly identify:
- Units consumed
- Conversion factor
- Gas used
- The rate/tariff they are being charged at
- Standing charge
- The amount due
26. What information should I receive from my supplier on his charging system?
Any fees applied to your bills need to be clearly identifiable. Each bill should show the units used, the tariff charges and standing charges where applicable.
27. What are the rules on the calculation method to be applied by my supplier?
Suppliers must clearly set out on their bill any charges associated with the bill that lead to the total bill amount.
28. Will I be asked for deposits and connection charges? How can I find out more about them?
Most energy providers require a security deposit for new customers or customers who have a history of not paying their bills on time. This sum of money is usually credited back to the customer after a specified period of time as long as the account has been kept up to date. To find out more about a specific suppliers policy you should contact them directly.
Initial connections to the electricity and natural gas network incur connection charges. These charges are approved by the Commission. You may find out more about connection here for electricity and here for natural gas.
29. How can I distinguish offers? Can I get information of energy prices per unit, taking account of parameters for the calculation of prices and possible indexation mechanisms applying to the full contract period?
Customers must compare like with like when examining offers. Make sure that when unit rates are being compared that any additional charges are also taken into account when determining the overall cost of the contract.
30. Where can I access an electronic price calculator?
There is no electronic price calculator for the comparison of energy prices at this time.
31. Where do I find a tool helping me to compare different supply offers?
There is no existing tool to help compare supply offers at this time.
32. Is there a recent price monitor published for my area?
This does not exist at this time.
33. What payment options are open to me?
Suppliers offer different methods for payment – contact your supplier directly for a list of current payment methods.
34. Is there a system of regulated prices or other forms of price control applied in my area? Do I have a right to receive energy at a price fixed by a national authority?
Yes. The tariffs of ESB Customer Supply in electricity and Bord Gáis Energy Supply in natural gas are both regulated. This means that customers receive their energy at a regulated price. Domestic customers have a right to be supplied by these regulated companies.
35. Whom do I have to contact in order to be provided with a consumption meter? Do I have a choice in the type of meter I can have/can acquire?
In order to obtain a connection to the electricity network you must contact ESB Networks. To obtain a connection to the natural gas network you must contact Bord Gáis Networks. More information is available here for electricity and here for natural gas. These are the only licensed meter providers for the Republic of Ireland.
In electricity there are two different types of meter available – a standard meter which records all electricity consumed and a day/ night meter which records units used during the day separately to those consumed at night.
In natural gas you may request a standard meter.
36. Is there a maximum period specified, over which my supplier has to provide me with information on my actual consumption of gas and/or electricity?
No.
37. When and how is my consumption meter read?
Electricity : Your meter is read by ESB Networks. ESB Networks aim to read the meter 4 times a year, however this is not always possible. To avoid periods of long term estimation, the Commission encourages customers to monitor their bills and read their meter to ensure that the estimates they receive reflect their actual usage. If you discover that your estimate is significantly higher or lower than what is recorded by your meter you should contact your supplier and submit a meter read.
Natural Gas: Your meter is read by Bord Gáis Networks. Bord Gáis Networks aim to read the meter 4 times a year, however this is not always possible. To avoid periods of long term estimation, the Commission encourages customers to monitor their bills and read their meter to ensure that the estimates they receive reflect their actual usage. If you discover that your estimate is
significantly higher or lower than what is recorded by your meter you should contact your supplier and submit a meter read.
38. Am I exposed to increasing energy prices during a given contract period? Are there public measures reducing the risk to be confronted with significant price increases during my contract duration?
Yes, in the case of significant changes in the price of fuel the Commission may conduct a review of regulated tariffs which may impact the price charged to you.
39. What is the (legal) procedure before supplier can change the supply price?
For regulated suppliers a review process is carried out with the Commission prior to any increase in price. A public consultation is included in this process.
In addition to this the supplier is obliged to issue public notices in relation to any change.
4. FREE CHOICE OF SUPPLIER
Questions
40. Who are the active suppliers in my area?
The Commission for Energy regulation provides a full list with contact details for suppliers here
41. How do I cancel my contract and switch to a new supplier?
To cancel your contract you should contact your chosen new supplier and provide them with information on the premises including your name, address, meter number and also a meter read. Your chosen supplier will then contact the Networks department and arrange the transfer of your account. Networks will advise your previous supplier that you are no longer their customer and a closing bill will be issued to you from your supplier for any outstanding charges. This process may take a number of days to complete.
42. What are the minimum general conditions for cancellation in case of switching?
There are no defined conditions in the case of switching.
43. I found a more interesting offer for energy supply and have decided to switch. Who takes care of the paper work?
When you contact your selected supplier you will have to complete their customer sign up process. Once this is done they will take care of the switch of supplier process using the appropriate network provider.
44. When switching supplier, is there a risk of disconnection?
If your bills have been kept up to date there is no risk of disconnection during this process. Where a customer is switching supplier and their existing supplier has already made a request for disconnection due to non payment of bills, this may take place prior to the switch of supplier taking effect.
45. What reasons may exist that would stop me switching supplier?
A customer may be stopped from switching supplier if a suitable alternative supplier does not exist.
46. Are there situations that would prevent me from switching to a new supplier without penalties?
There is no charge associated with the supplier switching process. Where a customer breaks a contract with a supplier they may face a penalty separate to the switching process if this is set out in the contract.
47. How much will it cost me to change supplier?
It is free to transfer among suppliers. However you will need to ensure that you have not signed up for a fixed term contract as this may result in a fee if you leave before the specified date.
48. What is the maximum duration a supplier is able to tie a consumer for contractually?
This is not defined by the Commission.
49. Who should I contact if I think that I have been unfairly charged to change supplier?
There is no charge associated with changing supplier. If you believe a charge has been applied for this process you should contact the Commission for Energy Regulation.
5. CONNECTION TO NETWORK
Questions
50. Who do I contact to be supplied with energy for the first time?
For Electricity: You need to contact ESB Networks in order to connect your home or premises to the electricity network
For Gas: You need to contact Bord Gáis Networks in order to connect your home or premises to the gas network.
More information can be found here for electricity and here for natural gas
51. Do I have to sign a contract and who do I sign a contract with?
Dependent on the circumstances of connection you may be required to sign a separate network agreement prior to connection to the network.
In addition to any network agreement you will have to put in place a contract for supply with a supplier prior to your electricity or natural gas being switched on.
52. How do I find out who my supplier is?
You can get your meter number from your meter and contact the networks department. They can provide you with information on who your current supplier is.
53. I do not have a formal supply contract or even a valid offer for energy supply. Which supplier is obliged to provide me with energy against payment with or without a formal contract? Who is my default supplier?
For Electricity: ESB Customer Supply
For Gas: Bord Gáis Energy Supply
54. Do I have to I sign a contract to be physically connected to an energy distribution network and with whom?
For domestic customers the terms and conditions for connection to the distribution network are contained in the terms and conditions of supply of your supplier.
55. Who is my contact in the event of disruption of energy supplies? Who should I contact if I have another technical question concerning my energy supply?
In the event of disruption of your energy supply you should always contact your network operator and advise them of this. They may be aware of the situation already and may be able to provide you with some time frames until reconnection.
For Electricity – ESB Networks 1850 372 999
For Gas – Bord Gáis Networks 1850 20 50 50
56. Who is liable for damages that occur in my household due to disruption of service?
Unless negligence can be proven neither ESB Networks nor Bord Gáis Networks accept liability for damage in the household due to disruption of service.
Your home insurance may cover these costs.
57. If I happen to encounter temporary financial difficulties, how can I avoid being cut off from the basic energy supply that is vital for my household's heating and cooking needs?
If you are having trouble meeting your energy bills it is vital that you keep in regular contact with your energy supplier. Ideally you should contact them before arrears occur on the account. They may be able to arrange a suitable payment plan for you or may have a tariff which suits your circumstances more appropriately.
58. What happens if my supplier goes out of business? Who is my supplier of last resort?
If your supplier goes out of business you will receive energy from the supplier of last resort. The supplier of last resort is required to ensure that supply is maintained to customers if their supplier goes out of business.
For Electricity: ESB Customer Supply is the supplier of last resort.
For Gas: Bord Gáis Energy Supply is the supplier of last resort.
59. In case of a national, regional or local crisis or other incidents seriously affecting the supply of energy where can I get information regarding emergency measures?
In the event of an emergency your network operator will maintain its phoneline and will place prerecorded messages or take calls and provide information that is available at the time.
For Electricity – ESB Networks 1850 372 999
For Gas – Bord Gáis Networks 1850 20 50 50
6. COMPLAINT HANDLING
Questions
60. Where can I find out more about my supplier's complaint procedure?
You may find details of all suppliers’ complaints procedures here for electricity and here for natural gas. [insert link] Alternatively you can contact your supplier and ask for a copy of their procedures.
61. Does my supplier make use of an ombudsman?
The Commission for Energy Regulation provides a complaint resolution service for customers with unresolved complaints. This service is for customers of all suppliers and suppliers are bound by the decisions issued by the Commission.
62. I need support to settle a dispute with my supplier or network operator. From which neutral and independent national body can I request assistance at no cost in case of such a dispute?
The Commission for Energy Regulation provides a complaint resolution service for customers with unresolved complaints. This service is for customers of all suppliers.
If you have completed your supplier’s complaint resolution process and are not satisfied with the resolution proposed you may refer your complaint to the Commission. More information can be found here.
63. What are the local measures to protect consumers of electricity and gas? Who can I contact to find out more about them?
The Commission for Energy Regulation requires natural gas and electricity suppliers to put in place Codes of Practice and Customer Charters setting out their processes and commitments to their customers. These include the areas of Customer Billing and Payments, Complaints Handling, Marketing and Vulnerable Customers. Your supplier is required to provide you with a copy of their Codes and Charter on request and to publish these on their website. You can find links to these here for electricity and here for natural gas.
7. CONSUMER REPRESENTATION
Questions
64. Who is responsible for the protection of consumers in my area? What actions are currently underway by these organisations to protect consumers?
The Commission for Energy Regulation is responsible for implementing energy specific consumer protection measures. This has been done to date through the development of guidelines for suppliers and network operators on Codes of Practice and Customer Charters. Suppliers and Network Operators are then required to implement the guidelines and provide a level of protection for their customers. The Commission monitors compliance with the guidelines.
The Commission also offers a complaint resolution service to customers who are experiencing specific issues in relation to their supply of electricity or natural gas. More information can be found here.
In addition to the Commission the National Consumer Agency (www.nca.ie) has statutory responsibility in a number of areas which include consumer protection.
65. There is no competitive offer in my area and only one supplier. Who should I talk to about ways to promote competition?
The Commission for Energy Regulation is working to encourage competition in all aspects of the natural gas and electricity markets. At this time there is more than one supplier operating in all market segments for both natural gas and electricity.
66. Which public body is responsible for promoting fair and effective competition?
The Commission for Energy Regulation is responsible for promoting fair and effective competition.
8. SOCIAL MEASURES
Questions
67. What will happen once I have not reacted to a payment notice?
Your supplier will contact you to state that your bill is overdue.
68. How can I avoid disconnection if I cannot pay my bill?
If you are having trouble meeting your energy bills it is vital that you keep in regular contact with your energy supplier. Ideally you should contact them before arrears occur on your account. They may be able to arrange a suitable payment plan for you or may have a tariff which is more appropriate to your circumstances. Disconnection of supply is used as a last resort by suppliers.
69. What do I do if I am disconnected?
You will need to contact your supplier and arrange a reconnection. They may set up a payment plan if there are arrears outstanding on the account or in some cases they may insist on the arrears balance being cleared before reconnection. Also in some cases they may offer the option of a prepayment meter for future energy use.
70. Is there a definition of vulnerable consumers applied in my area? What criteria do I have to fulfil to be considered as an aid worthy (vulnerable) consumer?
The Commission for Energy Regulation has issued guidelines for the protection of vulnerable customers. All suppliers of domestic customers are required to put in place minimum services for vulnerable customers. More information on these can be found here for electricity and here for natural gas.
There are a number of fuel subsidies provided by the Department of Social and Family Affairs to customers. The Household Benefits Package in particular, applies to electricity and natural gas customers. In order to ascertain whether you qualify for a fuel subsidy you should contact the Department directly.
71. What support and protection are available for consumers in delicate financial situations in my area?
The Money Advice and Budgeting Service (MABS) offers free confidential budgeting advice to persons in need of assistance. Details of their contact information can be found here.
72. How can I reduce my consumption in order to pay less?
There are a number of websites and information providers working to assist with energy efficiency.
Sustainable Energy Ireland – www.sei.ie
Power of One – www.powerofone.ie
Change – www.change.ie
You may also contact your energy supplier as they may have helpful hints to reduce your consumption and your bills.
73. Who can I contact to find out about local measures to vulnerable consumers in my area?
You can contact the Commission for Energy Regulation or click here for a list of useful organisations who may be able to help.
74. My income does not allow me cost intensive energy efficiency investment. What else can I do?
There are a number of websites and information providers working to assist with energy efficiency.
Sustainable Energy Ireland – www.sei.ie – SEI administers a number of schemes which provide financial assistance to customers who wish to improve energy efficiency or introduce renewable measures in their homes.
Power of One – www.powerofone.ie
Change – www.change.ie
You may also contact your energy supplier as they may have helpful hints to reduce your consumption and your bills.
9. UNFAIR COMMERCIAL PRACTICES
Questions
75. What is an unfair commercial practice? What can I do in case of unfair practices?
The Unfair Commercial Practices Directive sets out that a commercial practice is unfair if:
* It is contrary to the requirements of professional diligence, and
* It materially distorts or is likely to distort the economic behaviour with regard to the product of the 'average consumer' whom it reaches or to whom it is addressed, or of the average member of that group when a commercial practice is directed at that group
In other words, when a breach of good faith occurs and the "average consumer" is denied the reasonable standard of skill and care which he or she is entitled.
You may complain to the Commission for Energy Regulation about your supplier or you may submit a complaint to the National Consumer Agency www.nca.ie
76. What is a misleading selling practice? What can I do in case of unfair practices?
It is a misleading practice if a customer is given false or untruthful information or if the practice in any way deceives or is likely to deceive the "average consumer", and cause or likely to cause him/her to take a transactional decision that he/she would not otherwise have taken.
You may complain to the Commission for Energy Regulation about your supplier or you may submit a complaint to the National Consumer Agency www.nca.ie
77. Who should I talk to if I think that I have been given false information, before signing the contract? After having signed a contract?
When making any type of complaint or query we recommend that you contact your provider first and allow them adequate time to respond to this. If after contacting them you still believe that they have not answered your query or if they have and that you don’t believe they have addressed the issues you can then submit your query/complaint to the Commission for Energy Regulation or you may also complaint to the National Consumer Agency www.nca.ie
78. Who should I talk to if I think that I have been switched against my will?
We would recommend that you contact your provider first and allow them adequate time to respond to this. If after contacting them you still believe that they have not answered your query or you are not satisfied with the response you receive you can then submit your query/complaint to the Commission. Details of this process can be found here.