We are open for businesses

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1 TOTAL TOTAL_brand_block_CMYK 30/01/2014, rue Salomon de Rothschild Suresnes - FRANCE l. : +33 (0) / Fax : +33 (0) eb : RÉFÉRENCES COULEUR M100% Y80% M48% Y100% C100% M80% C70% M30% M100% Y80% K70% We are open for businesses Welcome to your new energy service from Total Gas & Power TOTAL GAS & POWER

2 Welcome Congratulations! By choosing Total Gas & Power, you are supported by one of the energy industry s leading gas and electricity suppliers to businesses in the UK. Our approach is simple: we believe in transparency and being here to help you when you need us. We are Open for Businesses. We ve been business experts for almost 30 years. We understand that energy represents a significant expenditure for many businesses, and our customers deserve more than just an invoice each month. Our UK-based customer service representatives are always available to answer any queries you may have and our website and e-newsletters include many tips to help you save energy. If you want to know more about how to make your business as energy efficient as possible, including audits of premises with recommended improvement reports, please let us know. 2 Next Steps To help us to set up your account accurately, we strongly advise you to read the Getting Started section. Doing so may save you valuable time in the future. Please also read the important safety information. We recommend you keep this pull-out in an easily accessible place.

3 Getting Started Enclosed are various forms regarding your supply with us. If you have not already done so, please take the time to complete and return them so that we can set your account up as efficiently as possible. Customer Information Form: Contains important information regarding your supply contract with us. Direct Debit Mandate: Please complete and return this form to us in the prepaid envelope provided as soon as possible. Unless stated in your contract, your price includes a discount for Direct Debit, which may be removed if you pay by any other means. VAT Declaration Certificate: If your site is a non-profit making organisation, for example a charity or a hospital, your business could be entitled to a 5% VAT rate. To ensure the correct VAT exemption is applied to your account, please complete and return the enclosed VAT declaration certificate. For any questions regarding your VAT or for clarification on any exemption, please contact HM Revenue & Customs (formerly known as HM Customs & Excise) on Tel: Please note: VAT Declaration forms are not passed on from previous suppliers so we do require you to submit this form. Emergency Information Sheet: We would recommend that you display this in a prominent position in your premises. Meter Readings: We aim to send a representative to collect your opening meter reading as close to your supply start date as possible. However, as the visit may not be convenient for you, we also recommend that you send us your meter reading. Your first meter reading and all subsequent ones for the duration of your contract can be sent to us via our website: (Customer Zone) By telephone: for gas meter readings please call , available 24hr. For electricity meter readings, please call available 8.30am 5pm, Monday to Friday By mail: please send to: Customer Services, Total Gas & Power, PO Box 336, Redhill, Surrey, RH1 1FW Did you know you can submit these forms via our website at: totalgp.com/help/gettingstarted To ensure that your electricity meter readings are used, please send them in between the 20th and the 28th of the month, as your next invoice will be sent out on the 5th of every month. Gas readings should be submitted between the 25th and the last day of each month. If we don t receive a meter reading, your invoice will be based on an estimated meter reading, based upon the historic usage of the premises. 3

4 About Total Gas & Power Total Gas & Power, part of the Total group of businesses, is one of the leading energy suppliers to industrial, commercial and business customers within the UK. We re business energy experts and we ve been supplying gas to businesses for almost 30 years, and electricity for almost half of that. We understand that being one of the world s largest energy suppliers, brings with it enormous environmental, social and cultural responsibilities. We are committed to playing an active role in both the immediate local areas in which we are based, and in the wider UK, including involvement in a wide variety of community projects focussed mainly on young people, the environment, and the arts. Our customer promise As we value your feedback and wish to ensure the smooth running of your account(s), we have a complaints procedure in place should you not receive the service you expect. It provides a structured approach to handle complaints and ensures we are consistent in servicing customers who have reason to complain. If you have a complaint, we will use our best endeavours to resolve it quickly and effectively. You should in the first instance raise this with the managers of our Customer Services department. You can contact us in writing or by telephone on For a full description of our Customer Complaints Charter, see totalgp.com/help/complaints/ 4 If you can t find the answer to your questions here, check out the Getting Started section of our website: totalgp.com/help/gettingstarted or contact us using the details on the Useful Contacts section of this booklet.

5 OUR MISSION: TO HARNESS OUR ENERGY AND RESOURCES TO DRIVE SUSTAINED BENEFITS FOR OUR CUSTOMERS, OUR EMPLOYEES AND THE TOTAL GROUP

6 24hr Gas Emergencies If you can smell gas and believe there is a gas leak, please call National Grid s 24 hour gas emergency service on: Smell Gas? What do I do in the event of a possible gas escape? Report the gas escape on If you are calling from a mobile phone, then go outside first. Turn the gas off at the meter/emergency control and leave it off until the escape has been repaired. Extinguish all naked flames. Open doors and windows for ventilation. Keep people away from the area affected. Do not turn any electrical switches on or off. If an electrical security entry lock/phone is fitted, then this must not be operated. The door must be opened manually when the engineer arrives. Immediate access by the National Grid engineer is required. Do not smoke or strike matches. Underground advice: Do not re-enter the area, even to turn off the meter. Turn off all other appliances above ground, evacuate the building, and inform the site manager. 6

7 24hr Electricity Emergencies In the event of an electricity emergency, the following contact numbers can be used: Unlike gas, where one number covers all regions, with electricity emergencies it is your area operator who will be able to assist. If you have an invoice, the reverse side shows you the number which applies to your area. Alternatively, to ascertain which area you are in, this is found on your MPAN or your bill. Your area is shown by the first two digits of the bottom row, which represent your Public Electricity Supplier (PES) area. The corresponding contact telephone numbers are shown below. First two digits of MPAN Core PES Area Emergency Tel. No: 10 Eastern (EELC) East Midlands (EMEB) London (LOND) Merseyside and North West (MANW) Midlands (MIDE) (West) Northern (NEEB) (North East) North Western (NORW) Scottish and Southern (North Scotland) Scottish Power (South Scotland) South Eastern (SEEB) Southern (SOUT) South Wales (SWAE) South Western (SWEB) Yorkshire (YELG) Please check your bills for the most up to date emergency information for your area. Please report to us or to your area operator if any of the following incidents occur: Electricity meters and associated equipment that are not secure or waterproof. Overhead lines that are on the ground or have become low enough for the public or vehicles to come into contact with them. Sparking overhead wires that have become damaged or caught up by broken tree branches. Damage to equipment or lines. Broken substation fences or damaged electricity manhole covers in the road or pavement which leave live equipment exposed. If there are cables on or near the ground, please keep clear of them and stop anyone else approaching them. The cables may still be alive and able to conduct electricity through damp ground or metallic objects. If these cables are on the public highway or footpaths, dial 999, and report the matter to the police. In the meantime you can help by keeping the public/passers-by away from the area. If you require the name and postal address of your licensed distributor you can find them on our website totalgp.com/help/emergencyessentials or you can call our Customer Services team. Call our Customer Services Team on

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9 Frequently Asked Questions Does Total Gas & Power supply business gas and electricity? If you are currently being supplied with either gas or electricity, why not ask us to supply both? Consolidating your energy supply with one provider gives you peace of mind and easy administration. To find out more, please contact our Customer Service team. All useful contacts can be found in the Useful Contacts section. What price am I paying? Your current price is stated on your contract and on your latest invoice. What is included in my price? Your price includes the cost of your gas or electricity, the cost of getting it to your meter (known as transportation costs), and the cost of having the meter(s) at your site(s). It also includes the unlimited use of our Customer Service facilities and the other benefits related to the contract you have entered into. What should my VAT rate be? 5% VAT You will be charged 5% VAT if your site is a non-profit making organisation, for example a charity or a hospital. A valid exemption certificate must be received by Total Gas & Power. To find out if you qualify, please contact HM Customs & Excise. You can also be charged 5% VAT if your site consumes below 4,397 kwh (gas) or 999 units (electricity) in any given month. This is automatically calculated on your bill and a completed VAT Declaration form is not required. 20% VAT - This is the standard VAT rate that will be applied to the account if you are not exempt or at the lower rate. Can my meter be read remotely? Yes, we offer a remote meter reading solution. This will involve the installation of Automated Meter Reading (AMR) equipment at your site. For further information on how your organisation can benefit from remote meter reading, please contact our AMR specialists on Tel: Can I receive my invoices online? Yes, you can. Please contact our New Starts team to set this up (see Useful Contacts section) If you can t find the answer to your questions here, check out the Getting Started section of our website: totalgp.com/help/gettingstarted or contact us using the details on the Useful Contacts section of this booklet. 9

10 10 If you can t find the answer to your questions here, check out the Getting Started section of our website: totalgp.com/help/gettingstarted or contact us using the details on the Useful Contacts section of this booklet. How can I pay my invoices? Direct Debit Payment Save time and money by setting up a Direct Debit for your monthly payments. This takes away the worry of making a payment each month and saves a charge of 0.3 ppkwh or 25 per gas invoice, and 25 per electricity invoice. Unless you have stated otherwise, all contracts assume payment by Direct Debit. By Post Cheques should be made payable to Total Gas & Power. Please send cheques with the detachable Bank Giro Credit slip for the attention of The Treasury Department at Total Gas & Power, PO Box 336, Redhill, Surrey RH1 1FW, with your Account Number written on the back of the cheque. For security reasons, please do not send cash through the post. Bank Payment can be made with cash or cheque by using the Bank Giro Credit slip, free of charge at any branch of HSBC. Alternatively, you may use a branch of your own bank. This service will usually be free of charge. BACS Payments Our account details are: Bank Name: HSBC Bank plc Account Name: Total Gas & Power Ltd Account No: Sort Code: Branch: London Regent Street W1 Please ensure that the remittance advice clearly states the Invoice Number, the amount paid and your energy Account Number. This should be marked for the attention of The Treasury Department at Total Gas & Power or ed to cashiers@totalgp.com

11 Useful contacts Getting Started Tel: totalgp.com/help/gettingstarted Sales Tel: totalgp.com/small-medium-business Gas Customer Services Tel: opt 2 gas.enquiries@totalgp.com Electricity Customer Services Tel: electricity.enquiries@totalgp.com Credit Tel: credit.sme@totalgp.com Taking payment over the phone and helping you with any payment queries Change of Occupancy Tel: coo.enquiries@totalgp.com Helping you when you have moved in or out of a premises Energy Services Tel: energy.services@totalgp.com

12 see you at TOTAL TOTAL_brand_block_CMYK 30/01/2014 on de Rothschild Suresnes - FRANCE / Fax : +33 (0) carrenoir.com RÉFÉRENCES COULEUR M100% Y80% M48% Y100% C100% M80% C70% M30% Total Gas & Power Limited Bridge Gate High Street Redhill Surrey RH1 1RX M100% Y80% K70%