Welcome to our domestic customer charter

Transcription

1 Customer Charter

2 Customer Charter

3 Welcome to our domestic customer charter We ve put together this customer charter because we want you, as an Airtricity customer, to know exactly what you can expect from us. The charter lists the promises we re making to you promises that reflect our two long-term commitments: to provide a consistently high quality of service and to show environmental leadership. We also hope the charter embodies another key concern of ours: to ensure that all the information we provide you with is clear, current and free of jargon at all times. The charter is not about ticking boxes for ourselves; it s about you. So we haven t just listed our promises, we ve outlined how we aim to deliver on them in practice every single day. As we continue to listen and learn from our customers and staff, we re sure our charter will likewise adapt and grow. If you want to share your thoughts with me on how we are doing, please feel free to me at [email protected]. Sincerely, Kevin Greenhorn Chief Executive Officer

4 Our promises to you We re here for you At Airtricity we know that our business depends, more than anything, on the relationships we have with our customers. So we want to make sure that all your dealings with us are completely free of stress and hassle. This customer charter outlines the sort of customer service levels that you can expect from us. The cornerstones of good customer service are courtesy, accessibility and speed of response. If you ever need any help, the first step is always to contact us. Depending on how you choose to get in touch with us, we have different target response times: Phone: we aim to answer within 20 seconds. Call (Monday-Friday 8.30am- 6pm) we aim to respond within 4 working hours. [email protected] Post: we aim to respond to queries received by post within 1 working day. Whatever your query and however you contact us, if we can, we will deal with it on the spot. If we can t deal with it there and then, we will do our best to solve the problem quickly. We can solve most queries in a matter of hours but, occasionally we may have to liaise with a different company, which may slow things down. Although we will do our best to look after you from day one, and solve any problems you tell us about as quickly as we possibly can, there may still be occasions when things go wrong. That s why we have also developed a Complaints Handling Code of Conduct (insert link). While we will always do our utmost to ensure there are no grounds for complaints from customers, we believe it s important to have a set of procedures for dealing with a customer complaint. We make sure that all staff are fully trained to deliver on our promises to customers. We also subject all of our services to regular checks to ensure that we are keeping our promises instead of waiting for a customer to find out that we re not. These are no idle claims if we do not keep our promises, we will credit your Airtricity account with 50.

5 Straightforward, clear, accurate bills Refunds and arrears At Airtricity, we have designed our bills to be as clear, legible and easy to understand as possible. We also strive to give you bills that are based on accurate meter readings rather than estimates. So, to cut down on estimated bills, we send timely reminders to our customers to submit meter readings to us by phone or online. If for any reason we have promised you a refund on your bill, we undertake to ensure that your account is credited within 10 working days. Should you ever have any difficulty with paying a bill, we urge you to contact us and we will do everything we can to help. Again, we have developed a Bill Payment Code of Conduct (insert link) to explain exactly what our commitments and procedures are. Marketing you can trust Special services supports Codes of Conduct We promise not to subject our customers to any marketing that is unfair, unwanted or misleading. That s why we developed our Marketing Code of Conduct (insert link). We will abide by this Code at all times to make sure that any information we provide is both completely accurate and fair. For customers with any special needs such as a reliance on electrical medical equipment at home, for elderly customers or those with impaired hearing or vision, we provide a range of services. Obviously, for us to advise on the most appropriate arrangements for any particular need, it is vital that we know about them. To that end, we regularly include a message on our bills asking customers to let us know if they have any special needs. Again full details are contained in our Special Services Code of Conduct (insert link). Further information on our commitments to customers is available in the following codes of conduct: Complaints Handling Code of Conduct (insert link) Bill Payment Code of Conduct (insert link) Marketing Code of Conduct (insert link) Special Services Code of Conduct (insert link). Copies of all Codes of Conduct can be sent to you on request simply call or our Customer Services Team.

6 Top 5 energy saving tips Lower your thermostat by just 1 C. It ll cut your heating bill by up to 10%. Switch to lowenergy lightbulbs. Over time, they ll save you money. When you vacate a room, turn the lights off and close the doors to keep the heat in. Switch appliances off instead of leaving them on stand-by. You ll reduce the amount of energy they use by up to 20% - and you ll save yourself money. Use timers to control when your household heating is switched.

7 Contact Information Residential Gas: General enquiries: Customer Service: Residential Gas Emergencies: (24 hours) Airtricity House Fax: Ravenscourt Office Park Sandyford, Dublin 18 Web: Business Gas: General enquiries:1850 XXX 000 Customer Service: Business Gas Emergencies: (24 hours) Airtricity House Fax: 1850 YYY 000 Ravenscourt Office Park Sandyford, Dublin 18 Web: Residential Electricity: General enquiries:1850 XXX 000 Customer Service: Residential Electricity Emergencies: (24 hours) Airtricity House Fax: 1850 YYY 000 Ravenscourt Office Park Sandyford, Dublin 18 Web: Business Electricity: General enquiries: 1850 XXX 000 Customer Service: Business Electricity Emergencies: (24 hours) Airtricity House Fax: 1850 YYY 000 Ravenscourt Office Park Sandyford, Dublin 18 Web: