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1 a series of guides for energy users from the Consumer Council Switching domestic natural gas supplier March 2013

2 Switching domestic natural gas supplier Contents 1. Finding the best deal Finding the best deal The domestic natural gas market in Greater Belfast and Larne is now open to competition. This means all domestic customers in these areas can shop around for their natural gas. By switching to a new supplier you may save money and receive a better service. Now that you can switch, it s worth shopping around and comparing prices and the service you could receive from a new supplier. Also check with your current supplier if you are on the best deal they can offer. Check suppliers websites for information. Suppliers contact details are listed on page eight. To make this easier for you, the Consumer Council has created a simple price comparison table, visit: 2. What will happen when I switch supplier? The switching timeline... 5 To find out more, here s what you can do: 1. Contact the supplier directly. Telephone the supplier and use these questions as a guide (it will help if you have your bills from the last 12 months or if you are a Pay As You Go customer some indication of your monthly/weekly expenditure). 4. How to complain Useful contacts... 8 i) What is the best tariff they can offer? It will help if you provide the name of your current tariff and how much you have spent on gas over the past 12 months. ii) Is there an introductory offer? How long will it last? What happens when it expires? iii) Is a security deposit required? iv) How can I pay? Is there a discount for using certain types of payment, for example Direct Debit? v) Are there any other charges, for example if I miss a Direct Debit payment? vi) Will I be able to switch again whenever I want, or will I be locked in with the new supplier? vii) What other services can they offer, for example, large print bills? 2 3

3 2. Dealing with a sales agent. A sales person from a gas supplier may call at your home or approach you in a public place. He/she must abide by the Consumer Council s Marketing Code and supply information that is accurate and clear. Ask for a written quote based on your annual gas usage and always read the small print. The Consumer Council s Marketing Code is available for download at or you can request a copy by calling our freephone number Online information. You can also shop around online. For a full list of suppliers visit: 4. If you are currently in debt to your natural gas company. All suppliers have arrangements in place to allow you to switch even if you are in debt. Ask your new supplier to tell you about the options available to you. Remember if you are in debt and not currently in a suitable repayment plan, contact your natural gas supplier to arrange a repayment plan suited to your individual circumstances. 2. What will happen when I switch supplier? When you switch there will not be any changes to: a) Your meter b) Your pipework Phoenix Natural Gas, the company that owns the pipes and meters, will still be responsible for the natural gas network up to your gas meter. If you have a problem with your gas supply or meter you should contact Phoenix Natural Gas on Airtricity Gas Supply (NI) Ltd and firmus energy are gas suppliers which means they sell gas to customers and send them a bill. If you have a problem with your bill, you should contact your gas supplier. If you have a problem with your gas appliance contact a Gas Safe Registered installer. 3. The switching timeline Once you have contacted your new supplier, are happy with what they are offering you and signed up, here s what will happen: week 1 Week 1-2: 1. Switching application is processed; 2. New supplier notifies your current supplier. You do not have to contact your supplier unless your account is in debt; 3. The new supplier will send you an or letter acknowledging your request and providing relevant information about the switching process; and 4. If you change your mind you can cancel your agreement up to ten working days after registering. Just contact the new supplier and tell them that you wish to cancel. Cooling off period If you change your mind you can cancel the contract within ten working days of registering. Just contact the new supplier and tell them. week 3 Week 3-5: Credit meter customers 1. The new supplier will read your meter and pass the reading to your current supplier so they can calculate your final bill; 2. The new supplier will send you a letter confirming they are now supplying you with natural gas. At this stage you have made the switch; and 4 5

4 week 6 3. If paying by Direct Debit you will receive a letter confirming that your bank has been contacted and a new Direct Debit set up. Pay As You Go customers 1. For customers with a standard pay as you go meter, the new supplier will send you a welcome pack confirming the switching date and the chosen PayPoint outlet where you must register your existing gas card. Please note that the first top up should not be more than 20. For customers with a debt recovery meter, you will receive a new card separately from your welcome letter. 2. The new supplier will read your meter to validate the switch. For customers with a standard Pay As You Go meter, your switch will be complete once you bring your existing gas cards to the PayPoint outlet to pick up the change of supplier message. For customers with a debt recovery meter, your switch will be complete once you insert your new gas card into your meter and follow any instructions provided. Week 6 onwards: If you are a Pay As You Go customer you will not receive a final bill and you should continue purchasing gas as before. If you have a standard Pay As You Go meter, the credit units in your meter will be the same after the switching. However, if the difference in the monetary value of these units between your previous and new supplier price is greater than 10, your previous supplier will refund the amount. If applicable, your refund will be sent to you by cheque. If you have a credit meter: 1. You will receive a final bill from your old supplier. If you owe money on your old account you should pay this off; and 2. You should receive your first bill from your new supplier three months after the switch. Credit meter customers To ensure your bills are accurate, actual meter readings should be used. This may be done by your supplier or you may be able to provide regular meter readings to your supplier. This will help you avoid building up credit or owing money on your account. 4. How to complain Follow our quick two-step guide on how to complain effectively: Step 1 - If you have a complaint contact the relevant company first. For example if your gas supply stops contact Phoenix Natural Gas and if your complaint is about your bill, contact your supplier, (eg Airtricity Gas Supply NI Ltd or firmus energy). Details of gas companies Complaints Handling Codes of Practice are available from their website, by telephone and by post. For contact details see the useful contacts section on page eight. Step 2 - If you are not satisfied with their response, contact the Consumer Council. We have the legal power to act on your behalf and investigate your complaint complaints@consumercouncil.org.uk The Consumer Council also handles complaints about electricity, coal, water, buses, trains, planes and ferries. 6 7

5 5. Useful contacts This leaflet is part of the Switch On series; other leaflets in the series include: Coal, Electricity, Energy Efficiency, Business, Students, Energy Performance Certificates, LPG, Home Heating Oil, Natural Gas, Older People, Renewables and Switching Domestic Electricity Supplier. The Consumer Council For more information or to receive other leaflets contact the Consumer Council: Elizabeth House 116 Holywood Road Belfast BT4 1NY Complaints line: Tele/textphone: Fax: Website: Consumer Council Northern Ireland ConsumerCouncil Emergency Gas Telephone Number: Phoenix Natural Gas Tel: Emergency Tel: Fax: Web: natural-gas/ Airtricity Gas Supply Ltd Tel: Fax: Web: firmus energy Switching enquiries: Tel: Textphone/Minicom: energy.co.uk Web: Gas Safe Register Tel: Web: 8