Our Codes of Practice Your Guide

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1 Our Codes of Practice Your Guide making energy better

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3 3 Foreword We would like to take this opportunity to present our Natural Gas Codes of Practice. At Airtricity Gas NI we we are committed to meeting the needs of our customers and our Codes of Practice inform our customers on the range of support services available. I invite you to read on and find out more about the services we offer. The Codes have been approved by the Utility Regulator in consultation with the Consumer Council for Northern Ireland. These Codes of Practice are here to make sure our products and services meet the needs of our customers. Roy Baker Head of Operations

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5 5 CONTENTS > Talking to us > Code of Practice on the Efficient Use of Gas > Code of Practice on the Efficient Use of Gas in your Business > Code of Practice on the Provision of Services for persons who are of Pensionable Age, Disabled or Chronically Sick > Code of Practice on Payment of Bills > Code of Practice on Services for Prepayment Meter Customers > Code of Practice on Complaints Handling Procedure > Useful contacts Other formats of this guide If you require Braille, large print or audio format, please contact us on

6 6 Our fully trained staff are committed to helping you Talking to us We are here to serve and help you. This guide explains how you can contact us to ensure we respond to your needs. Our aim is to ensure that you are well informed and have the latest information available. At the back of this guide we have provided the contacts details for some organisations which you may find useful. Customer Service For more information about anything in this guide, you can contact our Customer Service team on during office hours - Monday to Thursday 8.30am to 5pm and Friday 8.30am to 4.30pm. You can also contact us in writing at: Airtricity Gas NI Ltd 197 Airport Road West Belfast

7 7 BT3 9ED Or by Or visit our website Other Useful Contact Details All Enquiries Minicom Telephone Minicom Emergency Line To leave a Meter Reading Hour Natural Gas Emergency Natural Gas Emergencies? If you smell natural gas or are concerned about a safety matter, please telephone the 24 hour emergency service on Emergency staff are available to provide you with immediate advice. Top Tip! If you want to give us an up to date meter reading please contact us on

8 8 We aim to offer you the best advice available to help you maximise energy efficiency in your home and to reduce your energy Adopting some simple energy efficiency measures in your home could help you save on the cost of your energy bills The controllability of natural gas makes it easy to take energy efficiency measures

9 9 Code of Practice on the Efficient Use of Gas There are many ways to use natural gas around your home. You save money and help the environment if you use it efficiently. Enjoy the convenience of this clean and versatile fuel by following some simple advice. Environmentally friendly natural gas Natural gas is the most environmentally friendly fossil fuel. Switching to natural gas reduces the levels of sulphur, particulates and carbon dioxide in the air. In comparison with other fossil fuels, natural gas burns with minimum waste and emissions. How to reduce the amount of natural gas you use Heat can escape from your home in many ways through the roof, walls, windows and floors and by draughts. If you require assistance with any energy efficiency matter we can help you over the telephone or send you our Energy Efficiency Booklet. Please call to speak to one of our trained staff You can make a significant difference to the amount of natural gas you use and save money if you follow these useful hints. Useful hints Check your room temperature Don t open doors or windows to cool a room. Instead, control the temperature with low cost Thermostatic Radiator Valves (TRVs). You could save up to 10% off your heating bill if you reduce the temperature by 1ºC. Try to reduce the temperature gradually until you find a comfortable level. It takes a few hours for your whole house to change to the new temperature. Check your hot water temperature Have a thermostat fitted to your hot water system. You can set this to make sure you don t heat water more than necessary. The normal maximum temperature for stored hot water is 60ºC. Avoid paying too much for hot water Make sure your cylinder s insulating jacket is at least 75mm (three inches) thick and meets all relevant British Standards. If you have a thin jacket on your cylinder, add a second jacket over it. Taking a shower is normally cheaper than having a bath.

10 10 Control your central heating Use your central heating sensibly - only switch on your central heating when you need it. This saves money and avoids wasting energy. As a guide use your timer to set your heating to go off 30 minutes before you go out for the day or go to bed. Help to prevent burst pipes in winter. If you are away from home for a long time, program your heating to come on for a few short periods each day and set the thermostat to low or install frost protection controls. Don t heat rooms you don t use In unused rooms, make sure radiators are turned down low. Shut doors and windows. Air the room occasionally and check for condensation or mould. Don t turn off the radiator next to a room thermostat. This gives a false idea of the temperature in the rest of the house. If you use natural gas heaters or fires, save money by turning them off if you leave the room for any length of time. Natural gas heats a room very quickly once the appliance is switched back on. Don t let heat escape Don t open windows when your heating is on. If your house is too warm, turn the heating down. If you need more air, open the door to that room. Consider installing double-glazing and draught-proofing doors. This can save you money and makes your house more comfortable. Heavy lined curtains are excellent at retaining heat. Make sure they don t cover your radiators. If possible, use curtains with heat-reflective, insulated lining. However, be careful not to block air vents in your rooms where fossil fuels are being used. Don t waste energy on standby Leaving appliances on standby wastes energy. Try to avoid leaving TVs and other electrical appliances on standby. Instead switch them off. Top Tip! Avoid drying clothes on radiators as this reduces the room temperature, making the boiler work harder.

11 11 Top Tip! Ensure all hot water pipes are adequately insulated. Top Tip! Always use lids on saucepans and use the right size pan for the size of your cooking ring. Boiler Servicing An inefficient boiler will waste energy. Service your boiler annually to help ensure it operates both safely and at optimum efficiency. Always ensure work is carried out by a Gas Safe Registered engineer. Energy Saving Light bulbs Turn off lights when you are not using them. Use energy saving light bulbs. They last up to 10 times longer than ordinary bulbs, and using one can save you around 45 over the lifetime of the bulb. This saving could be around 70 over its lifetime if you re replacing a high wattage incandescent bulb, or one used for more than a few hours a day. For more help and advice on energy efficiency measures, contact the Energy Saving Trust Advice Centre on or online at Energy Efficiency Natural Gas Appliances Some of the latest natural gas appliances are over 90% efficient. The current lifespan of a boiler is around 12 years. Fitting an A-rated high efficiency condensing boiler with the correct heating and hot water controls can make a huge difference to your heating bills over time. There may be grants and offers available to help you install an energy efficient heating system. To enquire about available grants please contact Warmhomes on , alternatively contact your local Energy Saving Trust advice centre on You must use a Gas Safe Registered Installer for all natural gas installations and servicing at your home. For a list of Gas Safe Registered Installers you can contact or online at

12 12 Our trained staff can advise you how to maximise energy efficiency in your business and help reduce your energy bills Code of Practice on the Efficient use of Gas in your Business We offer energy advice to existing and potential business customers. Our qualified and experienced staff will work with your energy and facilities teams, independent architects, suppliers and installers to assist you in identifying energy efficiency measures for your business. Our energy advice for business customers is free of charge. Much of the advice outlined in Code of Practice on Efficient Use of Gas is also applicable to commercial customers. We also offer specific advice and support to both new and existing customers. Our aim is to ensure that you minimise energy costs and become more energy efficient.

13 13 The natural gas industry supports ongoing research and development to produce new utilisation technologies aimed at improving the efficiency of natural gas fired equipment. A plant that was state of the art twelve years ago may have been overtaken by the latest equipment and controls, which have the potential to reduce energy consumption, delivering economic and environmental savings. Using our advice you can review existing equipment and control systems and help your business become more energy efficient. Using Natural Gas Natural Gas is typically used by business for: Space and Water Heating Existing boilers and lightweight Low Water Content Boilers have efficiency levels of less than 85%. Condensing Boilers and Air Heaters give efficiencies up to 95%, by condensing water vapour from the products of combustion. Direct Fired Warm Air Heaters draw fresh air into the unit and heat it. This highly efficient system can deliver over 90% efficiencies and is ideal for places that need high ventilation rates. Other systems include Radiant Heaters, Balanced-flue Convector Heaters and Packaged Roof-mounted units. Catering Natural gas is the first choice for cafes, restaurants, and fast food outlets, with an ever increasing range of versatile and energy efficient appliances. We can advise you on a range of these including Convection ovens Pressure steamers Combination ovens Natural Gas heated dishwashers Process Process equipment is normally very specific to individual customers. With our team of experienced and qualified consultants, we are well placed to offer practical advice to ensure that such equipment is operating in an efficient manner whilst ensuring high product quality.

14 14 We promise to make using natural gas as easy as we can, particularly if you are elderly or have a disability and we promise to ensure that the services we provide reflect your individual needs Code of Practice on the Provision of Services for Persons who are of Pensionable Age, Disabled or Chronically Sick We value all our customers and are particularly aware of those with specific needs. The Airtricity Energy Care Scheme is our commitment to provide you with a range of additional services appropriate to your individual circumstances.

15 15 The Airtricity Scheme is designed for customers who are - > Of pensionable age; or > Disabled (including those who are deaf or blind); or > Chronically sick. If you qualify, we record details of your specific needs and try to meet your individual requirements. The register is entirely voluntary and completely confidential with the exception of information we share with the Natural Gas Network Operator in order to ensure you receive the service you require. As an Airtricity customer we will remind you at least once a year as to the existence of the register and what you need to do if you wish to be included on it, so that if your circumstances change we have you covered. Once you are part of the Airtricity Energy Care Scheme you can take advantage of the following services free of charge: Password Scheme Even though all Airtricity Gas NI representatives carry a company Identity Card, the password scheme is designed to give vulnerable customers additional reassurance during home visits. If you are unable to read our staff Identity Card, we can arrange for staff, such as meter readers or engineers, to use a password which we have agreed with you in advance. Special Control Taps or Adaptors We have special control taps and adaptors for customers who have problems using their natural gas appliances. Simply let us know what difficulties you are having and we can advise you what special controls and adaptors are available. Where we are able to fit adaptors, these are usually free of charge. Talking Bill Service, Enlarged Bills and Braille Bills. If you have difficulty reading our bills, literature, making a complaint or communicating with us over the phone, we can make life a little easier by communicating with you in the manner you prefer. We can communicate using enlarged print or in Braille format. We are happy to deal with any issue by or by post. We can also arrange for a member of our Customer Service team to telephone you to talk you through anything you need.

16 16 Quarterly reading of your meter If you pay by Direct Debit we will normally read your meter once per year. However, if you find it difficult to read your natural gas meter, we can read it for you every quarter and notify you of the reading. Top Tip! If you think you qualify for the Airtricity Energy Care Scheme contact us on Nominee Scheme If someone else looks after your finances, or you have difficulty reading your bills, with their agreement we can arrange to send your natural gas bills to your nominated person. You can also provide us with the name and telephone number of a relative or a close friend who we could contact if there are any problems. Free Natural Gas Safety Check We offer a free natural gas safety check on your appliances and installation if you meet one of the following criteria: > Of pensionable age or older and either living alone or with someone under the age of 18; > Registered as disabled and either living alone or with someone under the age of 18; or > Receiving a State disability benefit and living alone or with someone under the age of 18. A free natural gas safety check will be carried out once a year upon request The check is to confirm that the natural gas supply and natural gas appliances in your home are safe. If the check shows that any work is required to make the appliances safe, we recommend that any work on your natural gas appliances or pipework is undertaken by a Gas Safe registered engineer. If we find that an appliance or installation could be dangerous, we may authorise representatives on our behalf to shut off the natural gas supply. We will only do this where it is necessary and in the interests of safety and will always tell you what has been done and the reason.

17 17 This check is not a substitute for having your natural gas appliances serviced and maintained regularly. We recommend you have your natural gas appliances serviced regularly by a Gas Safe Registered engineer, in line with your manufacturer s instructions. Top Tip! Are you a Airtricity Energy Care customer? Contact us to arrange a free natural gas safety check. Other Services Minicom facilities If you have hearing difficulties and have a minicom, you can contact us using the following numbers - General Customer Enquiries Natural Gas Emergencies Moving your Natural Gas Meter If you find it difficult to access your meter, we will do our best to move it to a more suitable position, usually free of charge. This is subject to a technical survey and in rented accommodation may also be subject to agreement by your landlord. Special Advice Our trained staff can help and advise customers on the efficient use of natural gas. You can contact us on Further Information Contact us on for more information or to request a copy of the Airtricity Energy Care Scheme information booklet. To be considered for the scheme, simply fill out the application form accompanying the information booklet and return it to us. Alternatively contact us by telephone on

18 18 Details of our Energy Care Scheme can also be found on our website at Please note: Airtricity will not, in any month from October to March cut off the supply of gas to Domestic Premises at which the Domestic Consumer has not paid charges for the supply of gas to the domestic premises, is of pensionable age, disabled of chronically sick and lives alone or only with other persons who are of pensionable age, disabled or chronically sick or under the age of 18. We will also take all reasonable steps to avoid cutting off the supply of gas to a Domestic Premises from October to March, where the Domestic Customer has not paid the charges for the supply of gas to the Domestic Premises and the occupants of the Domestic Premises include a person who is of pensionable age, disabled or chronically sick. We will take all reasonable steps to ascertain before exercising any right to cut off the supply of gas to Domestic Premises whether the Domestic Premises falls within the scope of the above requirements.

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20 20 We offer a range of payment methods and can advise you of the best payment option for you We will ensure that advice is at hand should you experience payment difficulties With Airtricity Gas NI you can choose a payment method that suits you Code of Practice on Payment of Bills You can contact us on during office hours to discuss different ways to pay your natural gas bill. Our Tariffs The tariff is the unit price of natural gas to our customers and is measured in kwh (kilowatt hours).

21 21 We offer a range of options for credit and Direct Debit customers and a Pay As You Go Tariff for customers paying for their natural gas using a prepayment meter. We promise to notify you at least 21 days in advance of any change to our tariffs. Further details of our tariffs and the current prices can be found on our website at Terms and Conditions of Supply When you become a customer of Airtricity Gas NI you agree to accept supply of, and pay for, the natural gas supplied in accordance with our terms and conditions. You can access our terms and conditions of natural gas supply on our website at or contact us on to obtain a copy. Payment Methods Quarterly Credit Payment by quarterly credit is subject to the completion of a satisfactory credit check. If you pay your bill quarterly, your bill will show the amount of natural gas that you have already used and is due for payment as soon as you receive it. You can pay your bill by the following methods: > Pay online at > Pay at any Northern Bank (free of charge) > Pay at other banks (however you may have to pay a charge for this service) > Pay by debit card by calling us on > Energy Saver Card > Post your cheque/postal order to us at the address below. Please make the cheque payable to Airtricity Gas NI Ltd and write your customer number on the back and remember to enclose your payment slip. Customer Accounts Department Airtricity Gas NI Ltd 197 Airport Road West BelfastBT3 9ED In some circumstances we may require you to pay a security deposit as a result of our credit checks.

22 22 Energy Saver Scheme You can join our Energy Saver Scheme which allows you to make payments towards your next bill. You will be provided with a customer card, which you can simply take along with your payment to a local PayPoint outlet (there are currently over 350 outlets in the Greater Belfast area). You will continue to receive bills each quarter which will show the natural gas used, any payments made, and any outstanding balance (which must be settled immediately). Top Tip! Contact us on to join the Energy Saver Scheme and obtain your Energy Saver Card. Pay As You Go By using a Pay As You Go meter you can pay for your natural gas as and when you require it. A PAYG customer card will be supplied with the meter enabling you to take your payment to a local PayPoint outlet (there are over 350 in the Greater Belfast area). You are in control as you can choose the amount you wish to spend for your natural gas usage and you can actively monitor your consumption. Direct Debit Our Direct Debit plan provides you with an easy and convenient way to pay your natural gas bills whilst receiving a Direct Debit discount. To set up your account on Direct Debit you can contact us on or download an application form online at How does Direct Debit work? > We will supply you with natural gas and you will agree to pay twelve monthly payments through your bank or building society towards the cost of natural gas used. > A Statement will be issued by us giving details of the natural gas used and the payments received for the previous twelve month period (in your first year this period may be less than twelve months). > Following the Statement your account will be reviewed and you will receive a Budget Review Letter advising of the monthly payment amount for the following 12 month period.

23 23 > Any overpayments at the end of the year may be carried over into the following year s payments or can be refunded to you upon request. > Any underpayments at the end of the year may be carried over into the following year s payments unless we ask you to pay the balance. > If your usage pattern changes in any way due to a change in circumstances or the addition of further natural gas appliances, please contact us to enable a reassessment of your monthly payment amount. > You can submit a meter reading at any time and we will assess if your monthly payments are in line with your usage. However, remember that your usage will vary depending on the time of year which the meter read covers. > If you are a new customer we request that you provide us with a meter reading after the first six months and we will assess if your payments are in line with your usage. > You may cancel your Direct Debit by notifying your bank and advising us. You will be required to settle your account in full at that time. Quarterly credit billing will be subject to completion of a satisfactory credit check. > Should you become aware at any time that Direct Debit payments are not being collected from your account you must tell us. Top Tip! Do not send cash by post. Understanding your natural gas bill If you are unable to understand your natural gas bill you can contact us on and our fully trained staff will be happy to help you. There is also some explanatory information on the back of the bill which may be useful. To access a detailed diagram of a Standard Credit or Direct Debit bill, complete with a step-by-step guide to understanding their contents, simply visit our website at

24 24 Meter reading We calculate the quantity of natural gas supplied to you by reading the natural gas meter at the supply address. The volume of natural gas recorded by the meter is charged at our published tariffs. Estimated bills We will endeavour to read your meter at least once a year. If we have not been able to get an actual meter reading, we will base your bill on an estimate of the amount of natural gas you may have used. You can give us an up to date meter reading by any of the following methods: > Leave a meter reading on our designated meter reading telephone line ; > Speak to our Customer Service team on ; or > Online at Please see our Code of Practice on the Efficient Use of Gas for information on how you may be able to reduce your gas bills through using your energy more efficiently Refunds If your account has been billed on an up to date meter reading and there is credit remaining, you can request to have this refunded to you. Direct Debit customers will be refunded directly into their bank account unless refund by cheque is requested. Quarterly Credit customers will be refunded by cheque. Refunds can take up to 28 days to process, however we endeavour to issue refunds sooner where possible. Payment difficulties It is important that you keep to a payment arrangement once this has been agreed. If you have difficulty paying for your natural gas please contact us immediately, so that we can help you. We will take reasonable steps in our dealings with customers to identify customers who are experiencing genuine financial difficulties. We will work with agencies working on the customer s behalf and use information provided to determine a customer s ability to make payment.

25 25 Special Payment Arrangements Airtricity is committed to engaging and working with customers who are having difficulties paying bills. If you are worried about bills or money you owe us, please talk to us. We will take reasonable steps in our dealings with customers to identify customers who are experiencing genuine financial difficulties. We will work with agencies working on your behalf and use information and guidance provided to determine your ability to make payment arrangements and meet instalment plans. If your circumstances change and you are experiencing difficulties adhering to an agreed repayment arrangement, please contact us with any additional information that could help us reassess your case. We will monitor how customers are meeting payment arrangements. Alternatively or in the event that you are unable to meet your payment arrangement, we can install a Pay As You Go (PAYG) meter to assist you in paying for your natural gas. This puts you in control by allowing you to purchase natural gas as and when you want to. The meter will also be set to recover some of your debt each time you top up. You will not receive any further bills. We will discuss repayment of outstanding arrears with you and will calibrate your PAYG meter to recover up to a maximum rate of 40% of your vend towards those arrears taking into account your ability to pay. You can contact us on or write to: - Credit Control Manager Airtricity Gas NI Limited 197 Airport Road West Belfast BT3 9ED If you require further information or support your local Citizens Advice Bureau or the Consumer Council may be able to assist you. Contact details can be found at the end of this document. We will work with any agency you choose to represent you. Disconnection Once you receive your natural gas bill, payment is due immediately. If unpaid, a reminder letter will follow. Where any balance remains unpaid, a disconnection notice will be issued.

26 26 We will only disconnect your natural gas supply as a last resort and in order to prevent this we promise to: - > Advise you to contact us for help. > Train our staff to offer relevant advice and help. > Train staff to identify and signpost vulnerable customers to other organisations who offer independent advice and assistance. > Discuss appropriate payment methods and repayment plans based on your personal circumstances and ability to pay. > Give you a range of ways to contact us and avoid disconnection which may include fitting a Pay as You Go meter. > Give you written notice of our intention to disconnect, if you have not contacted us. > Advise you of any reconnection charges and the minimum number of days it will take to reconnect, should disconnection occur. Older People, disabled and chronically sick customers & Disconnection We will not disconnect your natural gas supply in the winter (between 1st October and 31st March) if: > You are of pensionable age, disabled of chronically sick and live alone; or > You are of pensionable age, disabled of chronically sick and live with others, all of whom are of pensionable age; or > You are of pensionable age, disabled of chronically sick and live with others who are less than 16 years of age, confirmed by proof of residency. However, we will still seek to recover any amounts due to us. Reconnection If disconnection has occurred, before the supply can be reconnected you must pay the amount owed. You will also have to pay a reconnection fee. Once these payments are received the reconnection can be planned and you will be advised when this will take place, subject to the relevant minimum number of days. Contact us on for information on current reconnection charges. If your supply has been disconnected and we do not hear from you, we will take legal action to recover the money you owe us, along with any incurred costs.

27 27 Interference with the gas supply or meter Meter interference or tampering is extremely dangerous and a serious criminal offence. If we find that your meter has been interfered with we will seek to recover the cost of the natural gas which has not been paid for along with the costs of repairing or replacing the meter and related equipment. We can disconnect your supply where there has been interference with your meter as there is a serious risk to health and safety. Meter interference is a serious criminal offence and legal action may be taken to prosecute you.

28 28 Let Pay As You Go give you flexibility and control over your natural gas bill Code of Practice on the Services for Prepayment Meter Customers What is a Pay As You Go meter? A Pay As You Go (PAYG) meter lets you pay for your natural gas as and when you use it. The advantages for you PAYG has two main benefits. You can use it to help you budget, as it lets you pay for your natural gas on a more regular basis and allows you to actively monitor your gas usage. PAYG also reduces the risk of disconnection. Please remember that you use more natural gas in the winter than summer. Allow for this extra cost when you budget for your natural gas consumption. The disadvantages of a PAYG meter While there are advantages associated with having a PAYG meter you should consider the issues you may experience in the event that you choose to have one fitted: > The range of outlets to purchase top-ups or replacement cards may be limited depending on your location. > These meters may have limited suitability for customers with medical or other special needs e.g. sight problems, mobility difficulties, medical equipment installed at the home etc.

29 29 > Some homes may not be suitably wired to allow the network operator to install a pay as you go meter. > You need to check your meter regularly to ensure you remain in credit. Free installation If you are a new customer, PAYG meters are currently installed free of charge. If you are an existing customer, we may be able to change your standard credit meter to a PAYG free of charge. Subsequent alterations are subject to conditions. There are no additional charges for using a PAYG meter. Who can have a PAYG meter installed? A prepayment meter may be installed in the following circumstances: > At your request and in agreement with us that it is a suitable payment method for you; > If you do not satisfy our credit checking requirements; > To pay off an outstanding balance and we have agreed it is a suitable payment method for you; or > To avoid disconnection of your supply if no other suitable repayment arrangement can be agreed with you. PayPoint Outlets You can buy credit for your PAYG meter at PayPoint outlets. In the Greater Belfast area there are over 350 Paypoint outlets where you can purchase gas credit and over 200 Paypoint outlets where you can purchase replacement gas cards. There are over 900 Paypoint outlets across Northern Ireland (usually at petrol stations, convenience stores, supermarkets and newsagents). You can also buy credit at the Post Office but not at Payzone outlets. Contact us on for a list of PayPoint outlets, or alternatively you can use the Paypoint outlet locator at Tariff changes If we change our tariff price, we adjust the price your meter charges by sending a message to your PAYG meter.

30 30 Meter information It is important to be familiar with the information on your PAYG meter. You can see how much credit you last put into the meter and the amount of credit you have remaining before emergency credit will be offered. We can give detailed information about your PAYG meter and how to access information. Contact our Customer Service team on to find out more. Please also contact our Customer Service Team if you are experiencing difficulty using your meter or you believe there may be a fault with your meter. There are two types of PAYG meter - Libra and Quantum. Libra PAYG meter When you have a Libra PAYG meter installed, a Payeasy card will also be supplied. Your Payeasy card is unique to your meter. It will not operate in any other meter. If you lose your Payeasy card, you can purchase a new one at most PayPoint outlets. You will need to register a new card to the meter before you purchase gas credit. Buying credit for Libra Meters Take your Payeasy natural gas card to any PayPoint outlet. You can purchase gas credit at any amount from the minimum of 5 to the maximum of 49. Every time you make a payment, you must ensure that you keep the receipt as this is your proof of purchase. PAYG allows you check your natural gas usage and top up the card when you decide. Credit Reserve If your Libra meter is displaying between units, you can access your emergency credit by releasing your credit reserve facility. To do this insert your card, press and hold red button A for 5 seconds until you hear a beep. Release the button and remove the card. You must then purchase more credit immediately in order to ensure you don t run out of gas. Quantum PAYG meter When you have a Quantum meter fitted, we will send you a new Quantum natural gas card. You should receive this within five working days. If you move into a new property, contact us and we will send you a new card. Your Quantum natural gas card is unique to the meter it is registered to and will not work in any other meter.

31 31 Buying credit for Quantum Meter Make sure you look after your Quantum natural gas card, as you will be charged for a replacement. If you lose your card, or damage it, please contact us immediately on to arrange for a replacement card. You can credit your card with the amount you choose. When you receive your new Quantum natural gas card, please insert it into the meter for at least 60 seconds. You should then buy credit for the first time from a PayPoint or Post Office outlet. Quantum Emergency Credit Sometimes you may run out of credit at an inconvenient time. Quantum offers Emergency Credit if you have used all of the natural gas you have paid for. Quantum Emergency Credit allows you to borrow an amount of natural gas until you can buy some more credit. Quantum has 2 emergency credit. If you choose to use this, make sure you buy more credit as soon as possible. You should not use emergency credit regularly. Remember, emergency credit is automatically repaid when you next top up natural gas credit. You must pay back the emergency credit owed before you can borrow emergency credit again. You can see how much emergency credit you have used and how much you still owe by checking your meter. Contact us if you are not sure how to do this. Changing to PAYG Quantum because of payment difficulties If you have a credit meter and are experiencing payment difficulties, we can arrange to have a PAYG Quantum meter installed. This meter would be set to collect an agreed repayment amount from your top ups and pay for the natural gas you continue to use. Contact us immediately if your circumstances change and we will try to make suitable arrangements with you. Top Tip! You must pay back the emergency credit owed before you can borrow emergency credit again. Meter Removal/ Resetting From time to time your PAYG meter may need to be removed or reset. These changes are carried out by Phoenix Natural Gas on behalf of all suppliers in the Greater Belfast area. In the event that your meter requires this service we will ensure that this request is forwarded to Phoenix Natural Gas within 5 days of being identified. Any credit on your meter at the time of removal or resetting will be issued to you by cheque within 28 days of confirming the credit value with Phoenix Natural Gas.

32 32 If you are unhappy with any aspect of our customer service we promise to deal with your complaint efficiently and effectively and within agreed timescales We value customer feedback and promise to regularly review our procedures Code of Practice on Complaints Handling Procedure First class customer service is vital to us. However, sometimes we make mistakes. If we fail to offer excellent customer service, we try to fix the problem and make sure it does not happen again. How to complain The quickest way to get a resolution if you have a complaint is to contact us on or us at info@airtricitygasni.com

33 33 We aim to resolve your complaint as quickly and effectively as possible, usually the same day. If we are unable to resolve your complaint there and then we will give you a timeline for resolution and will contact you regularly to keep you informed of the progress. At a minimum we will aim to fully resolve your complaint within 3 months. If you are not happy with the response you receive, you can ask to speak to a Customer Service Supervisor who will review your complaint with you. If you are still not satisfied with our response you can get in touch with our Customer Service Manager by writing to Customer Service Manager Airtricity Gas NI Ltd 197 Airport Road West Belfast BT3 9ED Standards of service Telephone complaint We will answer your call quickly, log your complaint and try to resolve it immediately. However, if we cannot solve the problem on the same day, we will make sure we respond within 10 working days. At a minimum we will aim to fully resolve your complaint within 3 months. Written complaint If you write a letter of complaint to us, you will receive a response within 10 working days. We may respond by telephone, unless you request a written response. Where a full response is not possible within 10 working days, we will write to you to advise of this, the reason, and when you will receive a full response. At a minimum we will aim to fully resolve your complaint within 3 months.

34 34 Our complaints procedure All complaints are logged and noted on your customer account. We handle your complaint in confidence. Your details remain private. We pass your complaint to the relevant department to deal with. You will receive a response within 10 working days. Depending on the complaint, we may reply either by phone or in writing. We will aim to fully resolve your complaint within 3 months. We make sure that your rights under the Data Protection Act are always observed. If you ask us to change your details, we do it promptly and ensure we keep up to date records. If we fail to meet our service commitments to you in our Code of Practice on Complaint Handling, we will pay you 20 as a sign of our commitment to you, our customer. Taking your complaint further If you are still unhappy after giving us the opportunity to resolve your complaint, you can contact the Consumer Council for Northern Ireland. This is an independent body with statutory responsibilities to represent the interests of natural gas consumers, including taking up complaints relating to natural gas. Contact the CCNI at: Consumer Council for Northern Ireland Elizabeth House 116 Holywood Road Belfast BT4 1NY Telephone: complaints@consumercouncil.org.uk Website:

35 35 In certain circumstances where the Consumer Council for Northern Ireland has been unable to resolve your billing complaint you may refer your complaint to the Utility Regulator. Contact the UR at: Queens House 14 Queen Street Belfast BT1 6ED Telephone NIHE tenants If you are a Northern Ireland Housing Executive (NIHE) tenant with a complaint about a contractor working on behalf of NIHE, you should contact your local NIHE Housing Office. A copy of our Codes of Practice document is available free of charge and can be downloaded from our website or requested by using the contact details at the end of this document.

36 USEFUL CONTACTS 36 Customer Service For more information about anything in this booklet, call our Customer Service team on You can contact us in writing at: Airtricity Gas NI Ltd 197 Airport Road West Belfast BT3 9ED Or by Or visit our website Other Useful Contact Details All Enquiries Minicom Telephone Minicom Emergency Line To leave a Meter Reading Hour Natural Gas Emergency Smell Natural Gas? If you smell natural gas or are concerned about a safety matter, please telephone the 24 hour emergency service on Emergency staff are available to provide you with immediate advice. Contact Details for Other Organisations Age NI (formerly Age Concern & Help the Aged) 3 Lower Crescent Belfast BT7 1NR Advice Line

37 37 Age NI is the charity combining Age Concern NI and Help the Aged in Northern Ireland. Age NI provides advice and advocacy and delivers care services with the aim of improving the quality of later life for everyone. Carbon Trust (Northern Ireland) Northern Ireland Science Park The Concourse Queen s Road Belfast BT3 9DT Telephone Carbon Trust is a not-for-profit company providing specialist support to help business and the public sector boost business returns by cutting carbon emissions, saving energy and commercialising low carbon technologies. Citizens Advice Bureau Citizens Advice Regional Office 46 Donegall Pass Belfast BT7 1BS Telephone Citizens Advice is the largest advice charity in Northern Ireland, working against poverty and provides a free of charge information and advice service to the general public. Consumer Council for Northern Ireland Elizabeth House 116 Holywood Road Belfast BT4 1NY Telephone

38 USEFUL CONTACTS 38 The Consumer Council is an independent consumer organisation which represents transport, water and energy consumers. The Consumer Council s aim is to give consumers a voice by running information and education campaigns, undertaking research and producing publications. Disability Action Portside Business Park 189 Airport Road West Belfast BT3 9ED Telephone Textphone Disability Action works to ensure that people with disabilities attain their full rights as citizens, by supporting inclusion, influencing Government policy and changing attitudes in partnership with disabled people. Energy Saving Trust Advice Centre, Northern Ireland Telephone The Energy Saving Trust advice centre offers free, comprehensive advice and support on how to save energy in the home., low carbon transport and renewable technologies, as well as tips on saving water and waste, helping to save money and the environment. Gas Safe Register PO Box 6804Basingstoke RG24 4NB Telephone Gas Safe Register replaced CORGI as the gas registration body in Northern Ireland from April Gas Safe Register is the only official list of gas engineers who are qualified to work safely and legally on gas appliances.

39 39 Northern Ireland Housing Executive The Housing Centre 2 Adelaide Street Belfast BT2 8PB General Enquiries Northern Ireland Housing Executive is Northern Ireland s strategic housing authority, offering a range of services to people living in socially rented, privately rented and owner occupied accommodation. Phoenix Natural Gas Ltd 197 Airport Road West BelfastBT3 9ED Telephone Phoenix Natural Gas is the largest gas distribution business in Northern Ireland, being the owner and operator of the licence for the distribution network in the Greater Belfast Area and Larne. Phoenix Natural Gas is responsible for the development of the pipeline network and for providing a 24/7 operational and transportation service platform to gas suppliers. Utility Regulator Queens House 14 Queen Street Belfast BT1 6ED Telephone The Utility Regulator is an independent non-ministerial government department set up to ensure the effective regulation of the electricity, gas and water and sewerage industries in Northern Ireland.

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