Energy consumer checklist - Prepared by the Utility Regulator and Consumer Council for Northern Ireland - Electric Ireland
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
ECCEINI0418
Energy consumer checklist
Prepared by the Utility Regulator and
Consumer Council for Northern Ireland
electricireland.com
Smarter Living
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 1 13/06/2018 11:39
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 2 13/06/2018 11:39
European Commission
Energy Consumer Checklist
Prepared by the Utility Regulator and
The Consumer Council
The checklist is a collection of questions and subsequent answers
that aim to provide practical information to consumers concerning their
rights in relation to the energy sector.
This document is available for all consumers, but may be most
relevant to domestic consumers.
Section 1: Information Obligations
Section 2: Contracts and Billing
Section 3: Prices, Tariffs and Monitoring
Section 4: Free Choice of Supplier
Section 5: Connect to Network
Section 6: Complaint Handling
Section 7: Consumer Representation
Section 8: Social Measures
Section 9: Unfair Commercial Practices
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 3 13/06/2018 11:39
Section 1: IPIGXVMGMX]ER^HSVKEWGSRWYQIV8LI
'SRWYQIV'SYRGMPGEREPWSTVSZMHIJYVXLIV
MRJSVQEXMSRSRER]WTIGMJMGUYIVMIWEach
Information obligations electricity and gas supply company requires a
1. What organisations or bodies in my licence to operate in the Northern Ireland
energy market. There are conditions within
area can help me to find out more about
these licences, in relation to consumers, that
switching supplier?
they must meet, along with additional
As a domestic or business customer you can
requirements that are set out within Codes of
switch your electricity and/or your natural gas
Practice set by the Utility Regulator, which
supplier, where other suppliers are available1.
can be found on its website.
This is an easy process which could potentially
save you money. The electricity and gas supply companies
A leaflet has been produced regarding
2 are also required to have in place their own
switching suppliers, which can be found on the Codes of Practice with regard to consumer
Utility Regulator website3, or on The Consumer issues, such as handling complaints, disability,
Council website4. financial difficulty and prepayment/Pay As
You Go meters. These are available on each
The Consumer Council also has a guide for supplier’s website, no more than two clicks
energy users, Switch On5 which may help you from their homepage.
choose the right supplier for you. Domestic
consumers can also use their independent Gas companies (network operators and
online energy price comparison tool6 to suppliers) and NIE Networks must follow a set
compare electricity and gas prices for every of Guaranteed Standards of Service (GSS).
supplier in Northern Ireland, in order to get the These GSS set out specific levels of service
best deal. which individual consumers can expect from
their energy companies. Gas companies are
Once you have decided which supplier is best required to have in place a Notice of Rights,
for you, contact them directly and they will providing consumers with details of how to
assist you through the switching process. access compensation payments should the
standard of service they receive be less than
'SRXEGXHIXEMPWJSVEPPWYTTPMIVWERHRIX[SVO
that set by the Utility Regulator.
STIVEXSVWGERFIJSYRHSRXLI9XMPMX]
6IKYPEXSV[IFWMXISV]SYGERGSRXEGX8LI You can also refer to the terms and conditions
'SRWYQIV'SYRGMPSR of your particular product.
SVZMETSWXXS
8LI'SRWYQIV'SYRGMP For independent advice on your rights and
*PSSV7IEXIQ,SYWI more information on a particular issue,
%PJVIH7XVIIX please contact The Consumer Council on
&IPJEWX&8 )2 0800 121 6022.
3. Where do I go to find out more on
2. What are my rights as an electricity
payment methods?
and / or gas consumer? Business customers of gas and electricity
This Consumer Checklist provides you with should contact their supplier directly
answers to many questions on your rights as an for information.
1
he Utility Regulator has worked hard to encourage competition in both the domestic electricity and gas markets. A number
T
of new suppliers have already entered the energy market and the Utility Regulator will continue to promote competition to
ensure choice for consumers.
2
https://www.uregni.gov.uk/sites/uregni/files/media-files/2017%20Switching%20Leaflet.pdf
3
https://www.uregni.gov.uk/
4
http://www.consumercouncil.org.uk/publications/ulitity-regulator-find-out-how-to-switch/
5
http://www.consumercouncil.org.uk/filestore/documents/38978_CC_Switch_on_Electricity_and_Gas.pdf
6
http://www.consumercouncil.org.uk/energy/energy-price-comparison
7
https://www.uregni.gov.uk/
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 4 13/06/2018 11:39
Domestic customers Practice on Services for Prepayment Meter
All electricity and gas suppliers must offer a Customers9. The annual statement that you
range of payment methods, with at least the now receive will also provide this information.
following three methods for domestic
You can compare the cost of each unit (known
customers to choose from:
as kilowatt hour or kWh) of gas or electricity of
•• standard credit in arrears,
the different suppliers. You will find this on your
•• direct debit; and
bill or on the suppliers’ website, or you can call
•• prepayment/Pay As You Go meter.*
the supplier and ask.
*No additional charge is applied for the
You will also need to find out if there is:
installation of a prepayment/Pay As You Go
•• A standing charge that all customers must
meter. Your energy supplier will provide you
pay regardless of how much gas or electricity
with more information on your choices.
they use;
There may, however, be a charge applied to •• A minimum charge which all customers have
change from prepayment/Pay As You Go meter to pay even if you use very little gas or
to another form of payment. Check this with electricity;
your supplier. •• Any introductory offers;
•• An expiry date of introductory offers,
Some suppliers offer other ways to pay. Ask
incentives or loyalty payments and any
your supplier, or a supplier you are considering
charge for leaving a fixed term deal;
switching to, to see what options they offer.
•• Details of the standard tariffs that will apply
4. What information would I need to allow after the introductory offers end;
me to assess alternative supply offers? •• Any other charges that may apply.
The Consumer Council has an energy price You can then work out what your annual bill
comparison tool8 on their website which would be with a different supplier using
domestic consumers can use to compare The Consumer Council’s energy price
electricity and gas prices for every supplier in comparison took, or, if you wish, use the
Northern Ireland, this may help you decide on following calculation:
the best option for you.
Annual use x cost per kWh offered + any
You will need to know how much electricity or additional charge (such as ‘standing charge’,
gas you use. Households tend to use less and ensure you add a full year’s charge as
energy in summer than in winter so make sure these can often be shown as quarterly
you take into account a full year’s use. charges).
If you pay by standard credit in arrears, or by
monthly/quarterly direct debit you will find the
5. What information should be provided
amount of electricity or gas you use on your bill. on my bill?
As outlined in question 2, each electricity and gas
Prepayment/Pay As You Go meter customers supply company are required to meet conditions
should be able to find this information from set out within the Code of Practice on Bills and
their meter – if you do not know how to do this Statements10, set by Utility Regulator.
please contact your current electricity or gas
supplier, or check the supplier’s Code of
8
http://www.consumercouncil.org.uk/energy/price-comparison-/
9
This is called Code of Practice for Prepayment Consumers in the Gas Supply Licence. While some licences may refer
to consumers rather than customers, for the purposes of this paper, consumers will be taken to have the same meaning
as customers.
10
https://www.uregni.gov.uk/sites/uregni/files/media-files/2017-07-05%20FINAL%20domestic%20bills%20and%20
statements%20CLEAN%20-%20Annex%203.pdf
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 5 13/06/2018 11:39Business customers should refer to the Code of •• Information about the Code of Practice which
Practice on Bills and Statements for business sets out the services, advice and assistance it
customers11 for the information that should be provides to customers who may be having
included within their bills. difficulty in paying for their electricity or gas.
•• A reminder that other suppliers are available,
A domestic customer’s bill should include the
and information about where the customer
following information:
can obtain further information about changing
•• The name and address of the supplier.
supplier.
•• The meter number i.e. the Meter Point
•• Information about customer’s rights in relation
Registration Number (MPRN) for electricity,
to complaints and contact details for The
Supply Meter Point Number (SMPN) for gas,
Consumer Council.
applicable to the customer/customer’s
•• Information about the Energy Consumer
premises.
checklist and its availability on the supplier’s
•• The following information about the tariff on
website, as well as in hard copy to the
which the customer is being supplied:
customer on request, and free of charge.
•• Full name of tariff;
•• Contact details of at least one organisation
•• the applicable unit rate, expressed in
that provides information or assistance to
pence per kWh;
consumers on improving energy efficiency.
•• the details of any discount that applies to
•• Gas supply companies will also include the
the tariff (when compared to the supplier’s
website address of the Supplier’s Notice of
standard tariff)
Rights (referenced in question 2 above) and
•• a statement to highlight to the customer
details on how the customer can request a
that there may be cheaper tariff options
printed copy of this.
available.
•• The total charges applicable for the period of If your bill is estimated you can register a
the bill or statement, containing a breakdown self-read. Contact your supplier for further
to include: information.
•• any applicable standing charges
For Prepayment/Pay As You Go meter
•• total charges exclusive of VAT
customers, the annual statement will provide
•• total charges including VAT; and
details of the number and total value of the
•• any other charges (if applicable).
prepayments made in each calendar month of
•• The amount of electricity or gas that has been
the statement period.
used by the customer for the current billing
period and for the same period for the 6. Where do I look to find out more about
previous year (if with the same supplier). energy efficiency measures in my area?
•• Electricity suppliers will include information on Your energy supplier is required to give you
the environmental impact of the fuel they use information and advice to help you use your
to generate electricity. electricity or gas more efficiently, and on
•• Information about any further action required renewables. Each supplier has a Code of
following receipt of the bill or statement, for Practice on using electricity/gas efficiently and
example, if an outstanding amount is to be you should contact them and request a copy.
paid, details of how much is to be paid and
the date of payment. Alternative energy advice is also available on
•• A statement to advise customers that are the NI Direct government website
having difficulty paying their gas or electricity www.nidirect.gov.uk/campaigns/energy-wise
to contact them immediately for help
and guidance.
11
https://www.uregni.gov.uk/sites/uregni/files/media-files/2017-07-05%20FINAL%20non-domestic%20bills%20and%20
statements%20CLEAN%20-%20Annex%205.pdf
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 6 13/06/2018 11:39The Consumer Council’s Switch On12 leaflet promotional materials, about the fuel they use
contains energy efficiency information. to generate electricity (known as the fuel mix).
Download it from their website or contact them
There will be a table on your electricity bill
on 0800 121 6022 for a free copy.
showing the fuel used to generate the
You can also contact Bryson Energy on electricity your supplier has sold in the previous
0800 1422 865. year. This calculation is checked by the Utility
Regulator and a report16 is produced and put on
7. Who is responsible for consumer the website.
protection in my area?
The Consumer Council has a responsibility to If you do not have access to the internet you
represent energy consumers in Northern Ireland can contact the Utility Regulator at the
and has a dedicated team which investigates following:
enquiries and complaints on behalf of Utility Regulator,
consumers about natural gas and electricity. Queens House,
To contact The Consumer Council call free on 14 Queen Street,
0800 121 6022, email Belfast, BT1 6ED
contact@consumercouncil.org.uk or visit Telephone: +44 (0) 28 9031 1575
www.consumercouncil.org.uk Fax: +44 (0) 28 9031 1740
The Utility Regulator has a duty to protect the Email: info@uregni.gov.uk
interests of electricity and gas consumers in 9. What other sources of energy are sold
Northern Ireland. For more detail about how it
by suppliers in my area?
looks after consumers’ interests please see its
corporate plan13, its forward work plan14, and its Electricity
annual report15. Northern Ireland Electricity Networks (NIE
For general consumer advice, Consumerline is Networks) owns and manages the electricity
Northern Ireland Trading Standards Service’s network – wires, pylons and meters. Those
one stop shop offering free help and advice to companies who supply electricity (suppliers)
Northern Ireland consumers. Consumerline helps pay NIE Networks a fee to transport electricity,
you avoid scams, dodgy deals, make a complaint and then sell it straight to the consumer. It
and stay up to date with consumer law. Calls to doesn’t matter who your supplier is, NIE
Consumerline on the 0300 123 6262 number Networks is responsible for making sure the
cost no more than a national call (01/02 electricity reaches your home.
numbers) – even from a mobile phone. Calls will A full list of electricity suppliers in Northern
also be included in any free minutes you may Ireland can be found on the Utility Regulator
have from your network provider. Alternatively, website, or you can contact The Consumer
you can register your complaint online. Council on 0800 121 6022.
8. How do I find out the fuel mix of my Natural Gas
energy consumption? The Northern Ireland natural gas network has
Electricity suppliers are required to inform all three network operators who operate in
customers, (including Prepayment/Pay as You separate distribution areas as detailed below:
Go meter customers), on, or with bills, and in
12
http://www.consumercouncil.org.uk/filestore/documents/38978_CC_Switch_on_Electricity_and_Gas.pdf
13
https://www.uregni.gov.uk/publications/corporate-strategy-2014-2019
14
https://www.uregni.gov.uk/publications/20162017-forward-work-programme
15
https://www.uregni.gov.uk/publications/utility-regulator-annual-report-2015-2016
16
https://www.uregni.gov.uk/publications/fuel-mix-disclosure-2016
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 7 13/06/2018 11:39•• firmus energy (Distribution) Ltd (from the in bottles/tanks/cylinders. It can also be
North West through the Central region to the supplied from one or more bulk tanks stored at
Southern areas of Northern Ireland), a property and a number of residents can share
•• Phoenix Natural Gas (mainly the Greater the gas using a meter to calculate their use.
Belfast, East Down and Larne areas), and There are two suppliers of LPG in Northern
•• SGN Natural Gas (Distribution) in the West of Ireland – Flogas and Calor Gas. The gas is
Northern Ireland. bought through local outlets available
throughout Northern Ireland. To find an outlet in
Each network operator owns and manages the
your area contact the supplier:
natural gas network in their distribution area.
Those companies who supply gas (suppliers) Calor Gas Northern Ireland Limited
pay the relevant network operators a fee to Tel: 028 9045 5588
transport natural gas, and then sell it straight to Web: www.calorgasni.com
the consumer. Although a network operator is
Flogas
responsible for making sure the natural gas
Tel: 028 9073 2611
reaches your home it is the responsibility of
Fax: 028 9073 2020
your gas supplier to bill you for the gas you use.
E-mail: info@flogasni.com
A full list of natural gas suppliers in Northern Web: www.flogasni.com
Ireland and the areas in which they operate can
be found on the Utility Regulator website, or Coal
you can contact the Consumer Council on Coal is available at outlets throughout Northern
0800 121 6022. Ireland. Search your local services directory
for outlets.
New areas are being connected to a gas supply
on a regular basis. To check if gas is available Renewable microgeneration
where you live, contact your network operator: Suppliers of renewable micro generation
equipment and services are available
•• Firmus energy (Distribution) Ltd at http:// throughout Northern Ireland. For more
www.firmusenergy.co.uk or telephone 0800 information contact your current electricity
032 4567, or supplier.
•• Phoenix Natural Gas Ltd at http://www.
phoenixnaturalgas.com or telephone 10. How can I find out what sources of
03454 55 55 55, or energy are used if my supplier’s claim
•• SGN Natural Gas (Distribution) https://www. that its electricity is or parts thereof are
sgn.co.uk/ or telephone 0800 912 1700. ‘green’ is true?
All electricity suppliers are required to inform all
Home heating oil
customers about the fuel they use to generate
Home heating oil is available from around 300
electricity.
suppliers throughout Northern Ireland. Some
areas will have more suppliers than others. To There will be a table on your electricity bill
find a supplier check online. A weekly survey of showing the fuel used to generate the electricity
home heating oil prices is available on The your supplier has sold in the previous year.
Consumer Council website.
This calculation is checked by the Utility
Liquefied Petroleum Gas (LPG) Regulator and a report17 is produced and put
Often referred to as bottled gas, this is available on their website.
17
https://www.uregni.gov.uk/publications/fuel-mix-disclosure-2016
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 8 13/06/2018 11:39Section 2: •• Are prices fixed for a specific period?
•• Is there an introductory offer? How long will it
Contracts and Billing last? What happens when it expires? Is there
a charge for leaving before the offer expires?
11. What minimum information is my •• Details of the standard tariffs that will apply
supplier obliged to give me on my bill? after the introductory offers end.
Details of all the information that should be •• Are there any extra costs involved, for
included with your bill are provided at Question example, paying a security deposit or
5 on pages 5-7. replacing lost/damaged top-up cards for
prepayment/Pay As You Go meters?
12. Who do I contact if my bills do not •• Details of the length of time you have to
contain the minimum requirements cancel if you change your mind about
requested by EU legislation? switching (cooling off period) and who you
You should contact your supplier in the first should contact to cancel during this period.
instance. If you need any further information (No cancellation charge will apply if the
contact The Consumer Council at 0800 121 cancellation is requested during this period).
6022 or the Utility Regulator at 028 9031 •• Do you have to read your own meter and if so
1575 for advice and information. are there any penalties for not reading it in
time?
13. Where can I obtain information on •• Does the offer require you to manage your
my actual consumption over a given account online?
period: a year or a month? •• Domestic customers should ask how you can
If you pay by standard credit in arrears, or by pay. Is there discount or any additional charge
monthly/quarterly direct debit you will find if you choose to pay:
information about your electricity or gas use on •• by standard credit in arrears?,
your bill. •• by prepayment/Pay As You Go meter?
If you have a prepayment/Pay As You Go •• by direct debit?
meter you can obtain this information directly •• What additional services can you offer? For
from your meter. Your supplier’s Code of example, where I need help in specific
Practice on Prepayment Services will explain circumstances or require adjustments for my
how to do this. needs.
•• What range of methods is available for buying
Prepayment/Pay as you Go meter customers credit for prepayment/Pay As You Go
will also receive an annual statement which will meters?
tell you the amount of electricity or gas you •• Where can I buy credit for prepayment/Pay
have used over the year. If you have any As You Go meters?
difficulty, you can contact your supplier and •• Ask for a copy of the contract or Terms and
request this information. Conditions which will specify your unit rate.
Always read and make sure you understand
14. What information should I ask a
the small print before signing an agreement.
potential supplier before entering a
•• Is there a standing charge that all customers
contract? must pay regardless of how much gas or
•• What is the best tariff they can offer for your electricity they use?
circumstances? (It will help if you provide the •• Is there a minimum charge which all
name of your current tariff and how much you customers have to pay even if you use very
have spent on electricity over the past 12 little gas or electricity?
months). •• Any other charges that may apply.
•• Are you ‘locked-in’ to this product for a fixed
period? How much will it cost to end the ••
contract before this time?
••
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 9 13/06/2018 11:39A leaflet18 has been produced regarding Domestic customers have up to 10 working
switching suppliers, which can be found on the days to change their mind after signing the
Utility Regulator website19, or on The Consumer contract, this is known as the cooling off period.
Council website20.
If you lose your contract you can request a
15. How can I obtain access to complete copy from your supplier. Suppliers will also have
and comprehensible information on a full set of Terms and Conditions on their
supply offers? websites.
All suppliers provide information on domestic 17. What are the general rules for
tariffs on their websites. Business customers
cancelling my contract? In particular,
should contact suppliers directly for available
when:
tariffs or available products.
− moving to a new address?
The Consumer Council also provides − letting my apartment / house to
information on their website, including an somebody else?
energy information leaflet, Switch On and, for − switching to another supplier?
domestic consumers, an independent online Please refer to Question 19 for a combined
energy price comparison tool. answer.
16. Once a contract is in force, how do I 18. Where can I find out about my
access full information on its complete supplier's own conditions for
contents including all standard terms cancellation?
and conditions? Please refer to Question 19 for a combined
Your supplier must give you a copy of the Terms answer.
and Conditions of your contract. It is important
to take the time to carefully read through these 19. Do I have the right to cancel my
before signing. Ask the supplier to give you contract if
more time, if you need it, to do this. Also, your − the price changes?
supplier must highlight the following information − I am moving to other premises?
before you sign up to a new contract: As a domestic consumer, you will usually have
•• The charges for your energy supply. an ongoing contract (known as an ‘evergreen’
•• If you need to use a prepayment/Pay As contract) under which you will continue to
You Go meter. receive your energy supply.
•• Any requirement for a security deposit If you are considering cancelling your contract,
(Domestic customers only). for any of the above reasons, it is important to
•• The duration of the contract. take time to carefully read the terms and
•• Your rights to end the contract, including any conditions within your contract, as these will
obligation to pay a termination fee, or the provide details of the different requirements
circumstances in which it will end. your supplier will have if you wish to cancel.
•• Any other term that may reasonably be This may involve a set period of notice you
considered to significantly affect the need to give your supplier, or possible charges
evaluation of the contract by the customer. for leaving a fixed term contract before it
The supplier should give you a copy of your expires, for example.
contract after you have signed it; keep it in a Customers on a fixed term contract, with a
safe place as you might want to read it again. promotional offer, for example, need to be
18
https://www.uregni.gov.uk/sites/uregni/files/media-files/2017%20Switching%20Leaflet.pdf
19
https://www.uregni.gov.uk/
20
http://www.consumercouncil.org.uk/publications/ulitity-regulator-find-out-how-to-switch/
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 10 13/06/2018 11:39aware that the supplier is under no obligation to further bills for your old address. It is important
provide those same terms and conditions if to ensure that you tell your supplier you are
they leave the contract before it expires. moving address as, if you do not inform them,
you may still be considered responsible for
In the case of a price change for domestic
energy use at your old address and receive bills
consumers, your electricity or gas supplier must
for this, even if you have moved out.
give you at least 21 days advanced notice of
any proposed changes, and include that you Prepayment/Pay As You Go meter
have the right to cancel the contract, and how Customers
to do this. If you are a prepayment/Pay as You Go meter
customer considering moving home, it is
If you do not have a copy of your contract, look
important to ensure you use any credit you may
for the Terms and Conditions on your supplier’s
have in your meter before you move, as this will
website, or contact them directly.
not be refunded to you. It is also important that
Prepayment/Pay As You Go meter if you are moving home, and are currently
customers repaying debt to a supplier that you arrange
If you are a Prepayment/Pay As You Go with them how this will be paid back.
customer and you move home, make sure to
If you are a prepayment/Pay As You Go meter
inform the supplier of your new property;
customer and switch suppliers, you will keep
otherwise you may be paying debt of a previous
any credit within your meter, and this will
resident.
transfer with you to any new supplier.
Please refer to Question 20 for the answer
relating to moving to other premises.
21. What complaint handling mechanism
has my supplier set up? What are the
If you need any further advice, contact dispute resolution procedures in my
The Consumer Council on 0800 121 6022. area? To whom can I address myself for
20. I have moved / switched to a new assistance without cost?
supplier. Do I still have to pay my bills Your supplier is required to develop a Code of
for my old address / coming from my Practice detailing its complaints procedure, in
which complaints are intended to be processed
former supplier?
and resolved within three months. The Code
Switching
must be advertised on your supplier’s website
Your new supplier will normally inform the old
and marketing materials. Details of how to
supplier that you have switched. After switching
complain must be on your bill. You can also ask
supplier you will receive a final bill from your old
your supplier for a copy, free of charge.
supplier covering the energy you used between
your previous bill and the day you switched to If you cannot resolve your complaint with your
the new supplier, plus any outstanding previous supplier, you can contact The Consumer
charges. This bill will be sent to you within 6 Council who may be able to help you resolve
weeks of changing supplier, which you are the complaint. In some cases, the Utility
obliged to pay. Equally, if you were in credit, any Regulator can resolve the complaint where The
money due from your supplier will be sent to Consumer Council is unable to do so.
you within 6 weeks.
22. Is there a minimum level of supply
Moving quality? Am I entitled to compensation
If you are moving you need to inform your if the predetermined quality of supply is
supplier and give them the moving date, a
not met?
closing meter read and your new address. You
As stated in question 2, energy companies have
will receive a final bill for your old address.
conditions within their licence, relating to the
Once this has been paid you should receive no
minimum levels of service you should receive.
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 11 13/06/2018 11:39The Guaranteed Standards of Service (GSS) Contact your supplier in the first instance. If you
set out specific levels of service which are still unhappy contact The Consumer Council
individual consumers can expect from their on 0800 121 6022 as a first step for advice.
energy companies. If they fail to meet the
appropriate standard you may be entitled to
receive a fixed financial amount. Currently, this Section 3:
scheme applies to all gas companies (network
operators and suppliers) as well as NIE
Prices, Tariffs and
Networks.
Monitoring
The details of the GSS scheme for NIE
Networks and all gas companies are available 25. How can I distinguish between price,
on their individual websites. The scheme covers charge and tariff on my bill?
problems like an interruption to your supply. Your bill must contain clear and full information
of the total cost you will be charged to ensure it
It is important to note, in both gas and is easy to compare to other energy suppliers.
electricity, regardless of your chosen supplier,
the quality of your supply will be the same. The following must be included:
23. What steps must a supplier take first •• The price – this is the amount you pay for
your energy, which must be displayed in
before disconnecting me from supply
pence per kWh.
for an unpaid bill? •• Additional Charges - this is any additional
If you are having payment difficulties contact
cost, such as a ‘standing charge’ (as explained
your supplier as soon as possible.
in question 4).
If you are a domestic customer your supplier •• Tariff – this is the pricing system you are
must: currently on with your chosen supplier.
•• Work with you to produce a realistic payment 26. What information should I receive
plan which takes account of your ability to pay; from my supplier on his charging
•• Offer you a prepayment/Pay as You Go meter system?
to help you budget for electricity or gas: Your bill should clearly show you the units of
•• If you already have a prepayment/Pay As You energy used, the price you are charged per unit,
Go meter, take steps to help you avoid and standing charges where applicable. Any
self-disconnection. levies or taxes (such as VAT) must also be
Your supplier can also offer you advice on using clearly set out.
gas or electricity more efficiently to help you Suppliers must also identify the details of any
reduce your bills. discount or premium that is being applied to a
If you feel you are struggling to make ends charging system compared to their standard
meet and need help, contact a money advisor tariff and the length of the discount period.
at one of the following organisations: 27. What are the rules on the calculation
DebtAdviceNI: Freephone 0800 043 0550 method to be applied by my supplier?
Advice NI: 028 9064 5919 Suppliers must clearly demonstrate on the bill
Citizens Advice: 028 9023 1120 all charges that lead to the total bill amount.
StepChange : Freephone 0800 138 1111 You should contact your supplier should you
require further clarification of the charges
24. What steps should I take if I think included on your bill.
that one of my contract terms has been
The Consumer Council will also provide you
changed without adequate notice? Who
with free and independent advice, on
should I contact?
0800 121 6022.
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 12 13/06/2018 11:3928. Will I be asked for deposits and 30. Where can I access an electronic
connection charges? How can I find out price calculator?
more about them? Please refer to Question 32 for a combined
Some suppliers may ask for a security deposit, answer.
depending on your individual circumstances.
31. Where do I find a tool helping me to
These must be detailed in your contract. If a
security deposit is required for a domestic compare different supply offers?
customer it must not exceed the average three Please refer to Question 32 for a combined
month use for electricity or gas customers. answer.
The security deposit must be returned to the 32. Is there a recent price monitor
customer after one year if payments are published for my area?
up to date21. The Consumer Council has an energy price
Details of electricity connection charges, comparison tool22 on their website. Domestic
which are payable to NIE Networks consumers can use this tool to compare
(the network operator) are available at: electricity and gas prices for every supplier in
http://www.nienetworks.co.uk Northern Ireland, in order to get the best deal.
Details of how you can obtain a connection to 33. What payment options are open
the natural gas network, and associated to me?
charges that may be payable to the network Business customers of gas and electricity
operator, can be found at should contact their supplier directly for
http://www.firmusenergy.co.uk and information.
http://www.phoenixnaturalgas.com and
Domestic customers
https://www.sgn.co.uk/
All electricity and gas suppliers must offer a
29. How can I distinguish offers? Can I range of payment methods, with at least the
get information on energy prices per following three methods for domestic
unit, taking account of parameters for customers to choose from:-
the calculation of process and possible •• standard credit in arrears,
•• direct debit, and
indexation mechanisms applying to the
•• prepayment/Pay As You Go meter.*
full contract period?
It is important when examining offers to *No additional charge is applied for the
compare like with like. Question 4 on page 4 installation of a prepayment/Pay As You Go
provides further information on the detail you meter. Your energy supplier will provide you
would require to compare offers. with more information on your choices.
Ensure that any standing or additional charges There may, however, be a charge applied to
are taken into account when assessing the change from prepayment/Pay As You Go meter
overall cost of the contract. Suppliers must to another form of payment. Check this with
show their tariffs in pence per kWh. This your supplier.
ensures that customers are provided with clear
Some suppliers offer other ways to pay. Ask
and full information which is easy to compare to
your supplier, or a supplier you are considering
other energy suppliers.
switching to, to see what options they offer.
The Consumer Council also provides
information on their website.
21
s per electricity and gas supply licence conditions (27A and 2.22 respectively), any security deposit given by a domestic
A
customer shall be repaid within 28 days, where, in the previous 12 months, they have paid all charges for the supply of gas
or electricity demanded from them within 28 days of each written demand made.
22
http://www.consumercouncil.org.uk/energy/electricity-gas-price-comparison/
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 13 13/06/2018 11:3934. Is there a system of regulated prices an annual update on your energy use. If you
or other forms of price control applied have been with your supplier for less than a
in my area? Do I have the right to year you will only receive a figure for part of
receive energy at a price fixed by a the year.
national authority? 37. When and how is my consumption
In electricity, Power NI tariffs for domestic meter read?
customers are regulated by the Utility Electricity
Regulator, as they have the largest market NIE Networks is responsible for reading your
share of the domestic market. A briefing23 electricity meter, including ‘prepayment/Pay As
about the latest tariff review has been You Go meters’, regardless of which supplier
published on the Utility Regulator website. you choose. Meters are usually read every 3
In gas, the prices of SSE Airtricity Gas Supply months. They will pass on your meter reading to
Limited and firmus energy (Supply) Ltd are also your supplier so the supplier can send you a bill.
regulated by the Utility Regulator as they both Switching supplier will not affect your meter
have the largest domestic market share in the reading cycle.
areas in which they operate. Details are on their If you are out when NIE Networks calls to read
website at: www.airtricitygasni.com and www. your meter you can read your meter yourself
firmusenergy.co.uk and telephone them on 08456 093030, email
35. Whom do I have to contact in order at meter.reading@nie.co.uk or through the
to be provided with a consumption website: http://www.nie.co.uk
meter? Do I have a choice in the type of Gas
meter I can have / can acquire? Each gas supply company is responsible for
NIE Networks (the network operator) is meter reading.
responsible for electricity metering in Northern
Ireland; you can contact them on 03457 643 Depending on the payment method that you
643. choose, the supplier may offer a discount on your
bill, for example, for online billing and/or self
To find out if your property can get connected reads. Contact individual suppliers for details.
to the natural gas network contact your
network operator (full details are provided at If there is no meter reading available your next
question 9). If natural gas is available in your bill will use an estimated meter reading. This
area, your network operator will be able to will be based on your previous pattern of
discuss the connection arrangements. energy use. If this is the case, take an actual
meter reading and provide it to your supplier so
If you are already a gas customer looking to they can produce a more accurate bill. This will
discuss your current meter, contact your be marked as an estimated read on your bill.
supplier. You will be supplied with a meter
appropriate to the payment method agreed with 38. Am I exposed to increasing energy
your supplier. prices during a given contract period?
Are there public measures reducing the
36. Is there a maximum period specified, risk to be confronted with significant
over which my supplier has to provide price increases during my contract
me with information on my actual duration?
consumption of gas and / or electricity? This depends on your contract. Some contracts
Suppliers must give all customers, including will allow for variations in price – although the
prepayment/Pay As You Go meter customers, contract should say when you will be informed
23
https://www.uregni.gov.uk/sites/uregni/files/media-files/Electricity%20Tariff%20Briefing%20Paper%20-%20August%202017.pdf
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 14 13/06/2018 11:39of price changes and state where you can get to cancel. This may involve a set period of
up to date information on prices. notice you need to give your supplier, or
possible charges for leaving a fixed term
Other contracts are fixed-term, where you
contract before it expires, for example.
agree to pay a particular price for a specific
fixed period. This is regardless of whether there If you decide to switch, contact your chosen
is any increase or decrease to the standard supplier - they will explain what details they
price. Check with your supplier before you sign require for you to switch to them. You will
a contract if the price is fixed, if so, how long it normally need your name, address, meter
is fixed for and what penalty there is if you number and meter reading.
want to terminate the contract earlier than the
The Consumer Council’s Switch On24 leaflet
fixed term.
provides information on energy contracts and
39. What is the legal procedure before a switching. You can download a copy or call
supplier can change the supply price? 0800 121 6262 for a free copy or advice.
All suppliers must give domestic consumers at
42. What are the minimum general
least 21 days advanced notice of any proposed
conditions for cancellation in case of
change to contracts including a change of price.
switching?
They must also inform you of your right to As stated in question 17 on page 16, you
terminate the contract you have with them and should check the Terms and Conditions of your
the procedure for doing so. contract or contact your supplier for advice.
For customers on a fixed term contract, you must 43. I found a more interesting offer for
be informed at least 28 days, but no longer than energy supply and have decided to
42 days, in advance of the expiry date of that switch. Who takes care of the
fixed term period, and the details of the standard
paperwork?
‘evergreen’ tariff to which you will revert.
Contact the new supplier; they will start the
switching process and deal with the paperwork.
Section 4: Domestic consumers have 10 working days
cooling off period when they can cancel the
Free Choice of Supplier switch. The switch should be completed within
15 working days after the end of the cooling
40. Who are the active suppliers in off period.
my area?
Contact details for all electricity and gas 44. When switching supplier, is there a
suppliers and network operators can be found risk of disconnection?
on the Utility Regulator’s website, or you can No. There will be no interruption to your supply
contact The Consumer Council on 0800 121 because you switch. Nor will there be any
6022. changes to your meter, your wiring, your pipe
work or connection. For electricity customers
41. How do I cancel my contract and there will be no change to how and when your
switch to a new supplier? meter is read. For gas customers, your meter
If you are considering cancelling your contract will be read by your new supplier.
it is important to take time to carefully read the
terms and conditions within your contract, as 45. What reasons may exist that would
these will provide details of the different stop me switching supplier?
requirements your supplier will have if you wish If you are a domestic customer there are
generally no reasons that would stop you
24
h
ttp://www.consumercouncil.org.uk/filestore/documents/38978_CC_Switch_on_Electricity_and_Gas.pdf
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 15 13/06/2018 11:39switching supplier. However, if you are in debt, From 28th March 2018, once you receive a
there may be some limitations. Contact the connection offer, you will then have a choice of
supplier you wish to switch to, in order to discuss. who designs and builds your connection. You
can find out more at http://www.nie.co.uk
46. Are there situations that would
prevent me from switching to a new Natural Gas
supplier without penalties? To check if gas is available in your area contact
Your supplier cannot penalise you for switching the relevant network operator in your area (see
unless your contract states, within the terms map on page 10) – firmus energy (Distribution)
and conditions, that there is a penalty for Ltd (from the North West through the Central
cancelling your contract early. It is therefore region to the Southern areas of Northern
important to carefully read the terms and Ireland), Phoenix Natural Gas (mainly the
conditions before signing any contract. Greater Belfast, East Down and Larne areas),
or SGN Natural Gas (Distribution) Ltd in the
47. How much will it cost me to change West of Northern Ireland. New areas are being
supplier? connected to a gas supply on a regular basis,
There is no charge for switching supplier, details can be found by contacting the network
however some contracts include a cancellation operators as follows:-
charge. This will be detailed in your terms and
conditions, which you should read carefully •• http://www.firmusenergy.co.uk or telephone
before signing. 0800 032 4567, or
•• http://www.phoenixnaturalgas.com or
48. What is the maximum duration a telephone 03454 55 55 55, or
supplier is able to tie a consumer for •• https://www.sgn.co.uk/ or telephone
contractually? 0800 912 1700
The length of a contract is at the discretion of If natural gas is available to your property, the
each supplier, there is no maximum period relevant network operator will provide further
specified. information on the connection process and
49. Who should I contact if I think that I available suppliers.
have been unfairly charged to change 51. Do I have to sign a contract and who
supplier? do I sign a contract with?
Contact the supplier who charged you first; if You will have to sign an application for a
the supplier does not deal with your complaint connection with the relevant network operator
to your satisfaction then contact The Consumer in your area (full details are provided in
Council who may be able to assist you in question 9). This is a contract for the
resolving the issue. connection, not for the supply of gas or
electricity.
SECTION 5: For electricity, you will also enter into a contract
with your chosen supplier.
Connection to Network
For new domestic gas connections, you will
50. Who do I contact to be supplied with initially be allocated a supplier for a minimum of
energy for the first time? 15 working days. After your supply begins you
Electricity have the choice to switch supplier, where other
To get a new electricity connection contact NIE suppliers are available.
Networks (the network operator) and complete
You will not necessarily sign your name to a
an application form. You can find this on their
written contract. For example, you may switch
website at www.nienetworks.co.uk or contact
supplier online or on the telephone. In doing
them on 03457 643643 to request a form.
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 16 13/06/2018 11:39this, you and your supplier will be agreeing the relevant network operator (as detailed in
Terms and Conditions of the contract. The question 52).
Terms and Conditions of the contract will be
available to you on the supplier's website or will 55. Who is my contact in the event of
be sent to you by the supplier on request. disruption of energy supplies? Who
should I contact if I have another
52. How do I find out who my supplier is? technical question concerning my
The information should be contained on your energy supply?
bill or statement, however if you are unsure you If your electricity supply is interrupted, you
can contact the network operator as follows: should contact NIE Networks, the network
Electricity operator, to inform them of the fault –
Contact NIE Networks on 03457 643 643 or 03457 643 643
customercontact@nienetworks.co.uk If your gas supply is interrupted, you should
Natural Gas contact your supplier.
Contact the network operator in your area (see If you smell gas, you must contact the 24-hour
map on page 10):- Gas Emergency Service on 0800 002 001.
•• Firmus energy (Distribution) Ltd at http://
www.firmusenergy.co.uk or telephone 0800 56. Who is liable for damages that occur
032 4567, or in my household due to disruption
•• Phoenix Natural Gas Ltd at http://www. of service?
phoenixnaturalgas.com or telephone If either the network operator or your supplier
03454 55 55 55, or has been negligent they may be liable for
•• SGN Natural Gas (Distribution) at https:// damage.
www.sgn.co.uk or telephone 0800 912 1700.
Your home insurance may cover costs incurred
53. I do not have a formal supply by an interruption in supply.
contract or even a valid offer for energy Contact your supplier first; if the supplier does
supply. Which supplier is obliged to not deal with it to your satisfaction then contact
provide me with energy against payment The Consumer Council who may be able to
with or without a formal contract? Who assist you in resolving the issue.
is my default supplier? Call them on 0800 121 6022 or email at
For domestic customers, if your property is complaints@consumercouncil.org.uk
already connected to the relevant electricity or
gas network, all suppliers available in your area
57. If I happen to encounter temporary
must offer to enter into a contract with you, financial difficulties, how can I avoid
provided you are willing to accept their relevant being cut off from the basic energy
Terms and Conditions. supply that is vital for my household’s
heating and cooking needs?
If you do not currently have a connection Contact your supplier as soon as you realise
please contact the network operator as detailed you might find it difficult to pay your bill. Each
in question 52 above. supplier must have a Code of Practice for
54. Do I have to sign a contract to be dealing with customers who are having
physically connected to an energy difficulty paying bills. These are available by
distribution network and with whom? contacting your supplier.
Yes. For electricity the property owner will have Your supplier must help you work out a realistic
to sign an application with NIE Networks (the payment schedule. If you cannot keep to this
network operator). For natural gas the property schedule your supplier may offer you a pay as
owner will have to sign an application with the you go meter, you should also check which
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 17 13/06/2018 11:39discounts are available to you. If the crisis is national then, depending on its
nature, the Department for the Economy will
If you feel you are struggling to make ends
ensure the local media is kept informed.
meet and need help, contact a money advisor
at one of the following organisations: The NIE Networks Critical Care Register is a
list of those consumers who are dependent on
DebtAdviceNI: Freephone 0800 043 0550
life supporting electrical equipment. These
Advice NI: 028 9064 5919
consumers are given priority, as regards to the
Citizens Advice: 028 9023 1120
provision of information, during planned or
StepChange : Freephone 0800 138 1111
unplanned interruptions to supply. You can find
58. What happens if my supplier goes out more about the register on their website, or
out of business? Who is my supplier of call 03457 643 643.
last resort? Your electricity and gas supplier will also
Electricity provide information on their website.
In electricity, if your supplier goes out of
business you will automatically become a
customer with Power NI, as Power NI is, what is Section 6:
referred to as, the Supplier of Last Resort
[SOLR] for Northern Ireland. The SOLR must Complaint Handling
offer you a tariff that is appropriate for your 60. Where can I find out more about my
needs but you are free to choose any offer supplier’s complaint procedure?
from any other supplier after 20 working days; As explained in question 2 on page 2, the
the SOLR arrangements are in place to ensure electricity and gas supply companies are
you have a continuous supply. required to have in place their own Code of
Gas Practice with regard handling complaints. These
Similar arrangements are being put in place for are available on each supplier’s website, no
gas, to identify the gas SOLR, to ensure you more than two clicks from their homepage.
have a continuous supply of gas should a They will also provide details on how to access
supplier go out of business. Gas customers can their complaints procedure on bills and
contact The Consumer Council to find out who marketing materials.
the SOLR is in their gas network area.
Suppliers must resolve your complaint within
59. In the case of a national, regional or three months. If you have followed their
local crisis or other incidents seriously complaints process and remain dissatisfied
affecting the supply of energy where The Consumer Council can assist with your
can I get information regarding complaint. Call them on 0800 121 6022 or
emergency measures? email contact@consumercouncil.org.uk
For electricity, information will be available from 61. Does my supplier make use of an
NIE Networks (the electricity network operator)
ombudsman?
on their website, or by calling 03457 643 643.
There is currently no energy ombudsman
For gas, information will be available from your scheme in Northern Ireland. Suppliers must
network operator on their website, or by calling resolve your complaint within three months. If
them (full details provided in question 52). you have followed the complaints procedure
and remain dissatisfied The Consumer Council
If you smell gas, you must contact the 24-hour
can assist with your complaint.
Gas Emergency Service on 0800 002 001.
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 18 13/06/2018 11:39In certain cases, the Utility Regulator may be of consumers about natural gas and electricity.
able to resolve complaints where The For further information phone 0800 121 6022
Consumer Council is unable to reach a or see their website26.
satisfactory resolution.
65. There is no competitive offer in my
62. I need support to settle a dispute area and only one supplier. Who should
with my supplier or network operator. I talk to about ways to promote
From which neutral and independent competition?
national body can I request assistance The Utility Regulator has worked hard to
at no cost in case of such a dispute? encourage competition in both the domestic
If you have followed your supplier/network electricity and gas markets. A number of new
operator’s complaints procedure and are suppliers have already entered the energy
dissatisfied with the outcome The Consumer market and the Utility Regulator will continue to
Council can assist you in resolving your promote competition to ensure choice for
complaints. consumers.
63. What are the local measures to 66. Which public body is responsible
protect consumers of electricity and for promoting fair and effective
gas? Who can I contact to find out more competition?
about them? The Utility Regulator is responsible for
Question 2 on page 2 provides information on promoting competition; its Corporate Plan27
your rights as an energy customer. For outlines its duties and how it achieves them,
independent advice on your rights and more identifying strategic themes and priorities.
information on a particular issue, please contact The Forward Work Plan28 outlines what it will
The Consumer Council on 0800 121 6022. do each year. Both these documents are
publicly consulted upon in order to listen to the
Section 7: views of its stakeholders including the
electricity and gas industries and consumer and
Consumer political representatives.
Representation The Annual Report29 outlines what it has
achieved over the year.
64. Who is responsible for the protection
of consumers in my area? What actions
are currently underway by these
Section 8:
organisations to protect consumers? Social Measures
The Utility Regulator has a duty to protect
customers, for full information on the Utility 67. What will happen once I have not
Regulator’s work see its website25. reacted to a payment notice?
Your supplier will contact you to notify you that
The Consumer Council has a responsibility to your bill is overdue. If you have not settled your
represent energy consumers in Northern bill you should contact your supplier as soon as
Ireland and has a dedicated team which possible to discuss and agree an appropriate
investigates enquiries and complaints on behalf payment arrangement. To default on payment
25
http://www.uregni.gov.uk
26
http://www.consumercouncil.org.uk
27
https://www.uregni.gov.uk/publications/corporate-strategy-2014-2019
28
https://www.uregni.gov.uk/publications/20162017-forward-work-programme
29
https://www.uregni.gov.uk/publications/utility-regulator-annual-report-2015-2016
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 19 13/06/2018 11:39without contacting your supplier may affect your The level and type of services available
credit rating and this may result in disconnection depends upon your circumstances. For
from your supply or the installation of a example, additional services may be offered if
prepayment/ Pay As You Go meter. any of the following apply to you:
For further information check your supplier’s •• of pensionable age
Code of Practice on payment of bills. •• chronically sick
•• disabled
68. How can I avoid disconnection if I •• on low income; or
cannot pay my bill? •• live in a rural area (electricity consumers).
Contact your supplier as soon as you realise
you might find it difficult to pay your bill. Each NIE Networks Ltd have a Critical Care
supplier must have a Code of Practice for Register30 which provides additional services
dealing with customers who are having for customers who are dependent on life
difficulty paying bills. supporting electrical equipment.
Your supplier must help you work out a realistic Electricity and gas suppliers in Northern Ireland
payment schedule. If you cannot keep to this maintain customer care registers and offer a
schedule your supplier may offer you a Pay As range of free additional services for those
You Go meter. You may also wish to seek customers mentioned in the list above.
independent advice on dealing with debt. To find out more about these services contact
If you feel you are struggling to make ends your supplier.
meet and need help, contact a money advisor If your supplier is unable to help, you should
at one of the following organisations: contact The Consumer Council on 0800 121
DebtAdviceNI: Freephone 0800 043 0550 6022 or contact@consumercouncil.org.uk
Advice NI: 028 9064 5919
71. What support and protection are
Citizens Advice: 028 9023 1120
available for consumers in delicate
StepChange : Freephone 0800 138 1111
financial situations in my area?
The Consumer Council has produced a budget You may be able to get additional financial and
planner to help consumers manage their / or energy efficiency help depending on your
money. You can download a copy of this budget circumstances. The Utility Regulator would
planner at www.consumercouncil.org.uk. advise you to seek assistance from an advice
centre or consumer organisation relevant to
69. What do I do if I am disconnected?
your circumstances or alternatively, contact your
Please contact your electricity or gas supplier.
supplier who will tell you about other sources of
The advice organisations listed in question 68
help and assistance.
on page 37 can also help.
If you feel you are struggling to make ends
70. Is there a definition of vulnerable meet and need help, contact a money advisor
consumers applied in my area? What at one of the following organisations:
criteria do I have to fulfil to be
considered as an aid worthy (vulnerable) DebtAdviceNI: Freephone 0800 043 0550
Advice NI: 028 9064 5919
consumer?
Citizens Advice: 028 9023 1120
If, due to vulnerability, you need any help to
StepChange: Freephone 0800 138 1111
access the full services available from your
electricity or gas supplier you should first The Consumer Council has produced a budget
contact your supplier. planner to help consumers manage their
30
http://www.nienetworks.co.uk/help-advice/Vulnerable-customers/Critical-care-register
2541_NI_CONSUMER_CHECKLIST_A5_ECCEINI0418_V4.indd 20 13/06/2018 11:39You can also read
