Bills made easy The Consumer Council s guide to utility bills The Consumer Council
Introduction The Consumer Council has statutory powers to represent consumers in the areas of electricity, natural gas and water and sewerage. Every household and business in Northern Ireland uses all or some of these utility services and many will receive a bill to reflect their usage. The Consumer Council has produced this guide to help consumers understand their utility bills by explaining the information contained in them. It is important that consumers are confident that their bill is correct and understand exactly what they are being asked to pay for. There is a copy of a typical utility bill on page two, followed by a guide explaining some of the information and wording displayed in a typical bill. It is important that you check this information when you receive a bill to ensure the bill is yours and reflects your actual usage. 1
Mr Sample 25 Sample Street Sample Town County Sample BT9 TWN Supply Address: 25 Sample Street Sample Town County Sample BT9 TWN 1 2 3 COMPANY NAME Customer Reference Number: 1234 5678 Meter Point Reference: 987 654 Your Utility Bill Bill Period 01/01/2010 to 31/03/2010 5 6 7 Meter Serial Previous Present Units Price Total R1234 5678M 1000 1250 (E) 250 0.40 100.00 Standing Charge 91 days @ 0.10pence 9.10 VAT @ 5% 0.46 Total for this period 109.56 8 4 Your account status Brought Forward Balance 200.00 Payments Received 100.00 11 10 9 Amount to pay 209.56 2
1. Name and Address. Check the bill is addressed to you and is for the correct property which is displayed under the Supply Address. If you have not registered with the supplier the account may be addressed to the occupier. If so we recommend that you contact the supplier and register your details. If you are moving out of a property, your supplier will require a forwarding address in order to close your account. 2. Account or Customer Reference Number. This is your unique identification number and is usually printed at the top of your bill. 3. Meter Point Reference Number. This number identifies the property to which the supply is provided. 4. Billing Dates. Check that the bill only covers periods when you were living in the property. 5. Meter Serial Number. The meter serial number on the bill should be the same as the number printed on your meter. If these are different, then the bill may not be for your meter and you should contact your supplier so this can be rectified. 6. Meter Readings. Check your meter reading on your bill against that on your meter to ensure it is compatible. If a reading is estimated (E) or has been provided by the customer this should be stated on the bill alongside the reading. If your reading is estimated we recommend that you contact your 3
supplier with an up-to-date reading. This will ensure you receive a bill based upon an actual meter reading. If you have difficulty reading your meter, contact your supplier and ask what assistance they can provide. 7. Amount Used. The amount used is usually shown on the bill next to the meter readings and is the actual number of units used during the period of the bill. 8. Standing/minimum charge. Some suppliers charge a fixed daily amount which you pay every day regardless of actual consumption or if your usage is below a specified level. 9. Do you have a brought forward balance? If the bill is high, check for a brought forward balance or balance from previous bill. This means that money you owe from a previous period has been added to your latest bill. 10. Payments. Payments that you have made are usually recorded on the bill. Check that these are correct. It is always a good idea to keep receipts for any payments you have made. 11. Amount to pay. This is the total amount that is due for payment. Check whether the bill is for a debit or credit amount. If the total to pay has a mi nus sign (-) next to it, or the letters CR, then your account is in credit and you do not owe any money. 4
More about Electricity bills Electricity bills charge in pence per Kilowatt hour (kwh) and usually electricity meters measure in kwh. A day/night or Economy 7 tariff charges you a higher price for electricity used during the day and a lower price at night. The lower rate is usually 1am 8am (winter) and 2am 9am (summer). Depending on your supplier, your bill will display either 'night' and 'day' or alternatively 'low' and 'norm' (norm is daytime). Customers who have Economy 7 heating will see these units displayed as 'heating'. Some suppliers may also display a breakdown of average daily consumption and a consumption comparison graph to compare usage with the same period last year. More about Gas bills A common form of billing with gas suppliers is to charge you a higher price per kwh for the first kwh used each quarter or each year up to a threshold amount, and a lower rate for the remaining kwh. If the threshold is set as a certain number of kwh per year, then your monthly or quarterly bills will be calculated on a pro rata basis. 5
Your gas meter readings are in cubic metres (m3). On your bill, this is then converted to kwh, as your gas cost is measured in pence per kwh. The way that your gas consumption is converted to kwh is shown on your bill. It involves taking the amount of cubic metres (m3) used and multiplying this by the energy factor 1 which is usually displayed on the top right hand side of the bill. This will convert your usage to kwh which is then multiplied by the tariff price. Some suppliers may also display a consumption comparison graph to compare usage with the same period last year. More about water bills There are currently no water charges for domestic customers in Northern Ireland. However non-domestic customers have to pay water and sewerage charges where applicable. Metered Charges If your water bill shows meter readings, then this means you have a meter. Water meters record in cubic metres (m3). Your bill will have two elements: a standing charge based on the diameter of the supply pipe; and a variable charge based on the water usage recorded by the meter. 6 1 Energy Factor measures the number of kilowatt hours (kwh) in each cubic metre of gas supplied to you. This normally varies from one bill to another as it is based on a daily average.
If you are connected to the public sewer, your bill will have a further two elements: a standing charge based on the supply pipe size; and a variable charge based on the volume of water supplied less five per cent assumed not returned to the sewer. If you pay rates for your metered property, a domestic allowance is currently available. You should contact your supplier to enquire if you are eligible for this allowance. Non Metered Charges If your water bill is not based on meter readings, then you are being charged a variable charge based on the Net Annual Value (NAV) of the property, plus a fixed standing charge. The NAV is a valuation based on the rental value of the property and is provided by Land and Property Services. If you are connected to the public sewer, your bill will have a further two elements: a fixed standing charge; and a variable charge based on the Net Annual Value (NAV) of the property. Assessed Charges In instances where it is not possible to install a water meter, customers can apply for assessed charges. Assessed charges have two elements: a standing charge and a variable charge based on the water using appliances at the property. This will apply to both the water and sewerage parts of your bill as appropriate. 7
Bill Frequency and Budgeting It is important to know the frequency of your bills so you can budget accordingly and do not receive a bill unexpectedly. Most bills are issued on a quarterly basis however it is also possible to receive some utility bills monthly, every two months, every six months and annually. We recommend identifying when your utility bills are expected to help you budget. Most bill amounts will vary depending on the time of the year they are issued. For example, electricity and gas bills tend to be higher during autumn and winter when it is darker and colder. Water usage can increase during the summer months, particularly if you operate a business such as a farm. If you are spreading the cost of your consumption over 12 months by direct debit then the supplier should ensure that your monthly payment is adequate to cover your consumption. We recommend taking regular meter readings to ensure your consumption patterns are consistent and in line with your annual forecast. If you feel they are not you should contact your supplier. If your circumstances change such as the installation of new energy and water appliances or the use of utilities for longer periods than usual, we recommend contacting your supplier in order to re-assess your payment amount and avoid any potential shortfall. 8
If your electricity and gas is billed quarterly then the likelihood is that the period from October to March will account for around two thirds of your annual usage. For example, if you received a bill in September you should anticipate that your next bill in December will be higher as it reflects increased consumption over the autumn/winter period. If you do receive a higher than expected bill we recommend checking the consumption (m3 or kwh) against the bill for the same period the previous year. The tariff price may have changed in which case it is advisable to compare the number of units used rather than the total cost of the bill. If you are having difficulty paying your bill you should contact the supplier immediately. Many utility companies have alternative payment plans and payment options to help customers. 9
10 Unexpected high bill The following are common reasons why some bills may be higher than others. You should check these to ensure your bill is accurate. Wrong address or meter mix up Check that the bill is for the correct address. If you live in a flat or apartment it is possible that your meter could be mixed up with your neighbour s. Check the meter serial number and meter reading on the bill matches that on your meter. Estimated bill Check that the meter readings are not estimated (E). If they are your bill is not as accurate as it could be. If this is the case, take an actual meter reading and provide it to your supplier so they can produce an accurate bill. If you are moving home let your supplier know and provide a closing meter read otherwise your account will be estimated. Billing period Check that the bill covers the dates you were resident in your home and not for dates before you moved in. Also ensure that when comparing billing periods you take into account summer usage will often differ from winter usage. Not receiving bills If you are using a utility service and not receiving bills, you have a responsibility to bring this to the attention of the supplier. Consumers often believe that if the company does not bill them they won t have to pay. This is not true and you will receive a bill for overall usage once this error is identified. If you are concerned that your bill is incorrect, contact your supplier immediately using the contact details on page 12.
Got a complaint? The Consumer Council can help The Consumer Council handles complaints about buses, trains, planes, ferries, electricity, natural gas, coal and water. STEP 1 Contact the company first they may be able to solve the problem. STEP 2 If the company does not solve the problem or you are unhappy with their response, contact us. We have the legal power to investigate your complaint. Tel: 0800 121 6022 complaints@consumercouncil.org.uk The Consumer Council Elizabeth House 116 Holywood Road Belfast BT4 1NY www.consumercouncil.org.uk Text phone: 028 9067 2488 Page 12 has a list of useful numbers for each of the companies the Consumer Council has the legal powers to investigate. 11
Useful Contacts The Consumer Council Elizabeth House 116 Holywood Road Belfast BT4 1NY Complaints line: 0800 121 6022 Tele/Textphone: 028 9067 2488 Fax: 028 9065 7701 E-mail: complaints@consumercouncil.org.uk Web: www.consumercouncil.org.uk Airtricity Energia Tel: 0845 603 4444 E-mail: customerservice@airtricity.com Web: www.airtricity.com ESB Independent Energy (NI) Limited Tel: 028 90511246 Freephone: 0800 056 9914 E-mail: info@esbie.co.uk Web: www.esbie.co.uk NIE Energy Tel: 08457 455 455 E-mail: home@nieenergy.co.uk Web: www.nieenergy.co.uk Tel: 028 9068 5900 Email: customer.service@energia.ie Web: www.energia.ie firmus energy Tel: 028 9442 7800 E-mail: billing@firmusenergy.co.uk Web: www.firmusenergy.co.uk Northern Ireland Water Tel: 08457 440088 E-mail: customer.billing@niwater.com Web: www.niwater.com Phoenix Supply Ltd Tel: 0845 900 5253 Fax: 028 9055 5553 Minicom Telephone: 028 9055 5801 E-mail: info@phoenixsupplyni.com Web: www.phoenixsupplyni.com 12
The following table will help you to measure the period of the bill, the number of units used and the cost of the bill. You will then be able to compile a record and compare your bills against similar bills received for the same period last year. Remember - when comparing bills use the number of units used as a guide rather than the cost of the bill as prices can change. Bill Type Date from Date to No. of days Units used Bill Amount 1 January 2009 31 March 2009 90 98 122.50 Electricity/ 1 April 2009 30 June 2009 91 50 62.50 Water/Gas 1 July 2009 30 September 2009 92 42 52.50 1 October 2009 31 December 2009 92 112 140.00 1 January 2010 31 March 2010 90 95 118.25 Electricity/ 1 April 2010 30 June 2010 91 55 68.75 Water/Gas 1 July 2010 30 September 2010 92 45 56.25 1 October 2010 31 December 2010 92 105 131.25
The Consumer Council Elizabeth House 116 Holywood Road Belfast BT4 1NY Complaints line: 0800 121 6022 Tele/Textphone: 028 9067 2488 Fax: 028 9065 7701 E-mail: Websites: info@consumercouncil.org.uk complaints@consumercouncil.org.uk www.consumercouncil.org.uk www.consumerline.org Consumer Council Northern Ireland ConsumerCouncil