Natural gas Billing & Disconnection - CODE OF PRACTICE
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Natural gas
Billing &
Disconnection
CODE OF PRACTICE
BGE/NG/BPCOP/0121bordgaisenergy.ie
If you need any further help
or advice please contact us:
Residential gas contact details
Tel: 01 611 01 01 Customer service
Fax: 01 611 01 02 Residential natural gas
Email: info@bordgais.ie Bord Gáis Energy
PO Box 10943, Dublin 2
Deaf / Hard of Hearing Customers – Contact us via “Live Chat”
on our website or “Have a Question?” form on our website or
Social Media (Facebook or Twitter) – Mon to Fri (8am to 5pm)
Business gas contact details
Tel: 1850 427 349 Customer service
Fax: 1850 427 350 Business natural gas
Email: businessdirect@bordgais.ie Bord Gáis Energy
PO Box 10943, Dublin 2
Please note that to maintain the highest level of
service we may monitor and record calls.
2 CODE OF PRACTICECode of Practice
Natural gas
Bill payment
1 Introduction 4
2 Our promise 4
3 Your Bord Gáis Energy bill 5
4 Bill payment 9
5 Disputed bills 12
6 Payment difficulties 12
7 Disconnection procedures 13
8 Reconnection 15
9 Complaints procedure 16
10 Contact details 17
CODE OF PRACTICE 31 Introduction 2 Our promise
As a customer of Bord Gáis Energy, • We will promote this code of
you can expect the highest standards practice so you can easily get
of service from us. However, like a copy.
any other business, we rely on you • We will train our staff to deliver
to pay your bills on time so we can the services outlined in this
continue to provide an efficient and code and will keep our training
economical service. up to date.
You must pay for the energy you • We will issue clear and timely
use. If, for any reason, you cannot bills to all our customers.
pay your bill by the due date please
• We will provide you with a choice
let us know as soon as possible. We
of methods to pay your bill.
are committed to helping you agree
a payment plan or installing a Pay • We will deal with all customer
as You Go Meter (where suitable) in enquiries courteously and
order to maintain your gas supply. fairly while in accordance
We will only disconnect your supply with stated policy.
if we have no other choice. • We will keep all the
This code of practice explains your information you give us in
bill, covers the various payment the strictest confidence.
methods we offer and provides • We will work with you in finding
guidance on how we will work with a suitable plan for settling
customers who may be finding it your bills.
difficult to pay a bill on time. • We will monitor the service we
The code also explains the give to make sure we are keeping
circumstances in which we will our commitments.
disconnect your supply of gas.
4 CODE OF PRACTICE3 Your Bord Gáis Energy bill
Bord Gáis Energy bills you for Understanding your bill
metered gas at your chosen Your bill shows you the latest meter
tariff rate. reading and the previous one. The
difference between the two readings
Bills are calculated based on
is the amount of gas you have been
actual or estimated meter readings
billed for in the billing period.
received from Gas Networks Ireland
A conversion factor is applied to the
for your billing period or from
amount of gas used to calculate the
a meter reading you have
energy content of that usage.
submitted yourself.
On your bill, you will see the number
The price of gas of units used, the conversion factor
The price for natural gas charged on applied and the energy content in
your bill depends on the tariff you kilowatt hours (kWhs) together with
have chosen for your level of gas the unit rate. Depending on your
usage. We offer a range of tariffs chosen tariff a standing charge may
which are set out in our tariff choices also be applied.
leaflets which are updated frequently.
The bill will also show any unpaid
We will notify household customers balances from previous bills and,
30 days in advance of any tariff where applicable, any allowances
changes, except where the customer to which you may be entitled,
has entered into a flexible tariff such as the natural gas allowance
arrangement which allows for tariffs administered by the Department of
to change more frequently. Social and Family Affairs. In addition
to charging for gas consumption, bills
To obtain a leaflet on our up-to-date
will also include charges for any other
choice of tariffs please call us on
service offered by Bord Gáis Energy
01 611 01 01 or view it online by
that you have agreed to pay through
visiting our website at
your gas bill.
www.bordgaisenergy.ie
It is up to you, the customer, to
choose what tariff is most appropriate
for your use of natural gas. We
provide information on tariffs and gas
usage on our website or on request. If
you believe you may be on the wrong
tariff please contact us to arrange
switching to a more appropriate one.
CODE OF PRACTICE 5your natural gas bill
Mr Lerrott Kuuco
6 Humoloiih Osteto 1
Billing period
09 Jun 20
Kluhsille 11 Jan 21
Daclih 15 Date of issue
Co Dublin 11 Jan 21
Account number
2 3870130000
M E T E R N O. METER READINGS CONVERSION GAS USED GPRN AC B A N D
PRESENT MINUS PREVIOUS UNITS X C O N V. FAC TO R kWh
2106746 135000 C 117503 A 1338 m³ 11.3625 15203 0500441 B
3 4 5 6 7 8 9
A: Actual reading / C: Reading by customer or network correction / E: Estimated reading
AMOUNT € We are freezing our
residential energy prices
until March 2021. Visit our
Previous Balance website at
€2,166.30
bordgaisenergy.ie to find
out more about our Winter
Large Residential User (10 Jun 20 to 11 Jan 21) Price Pledge
Standing Charge 0.2596 for 216 days 10 €56.07
Unit Rate 0.0307 for 15,203 kWh
Capacity Charge 216 Days 4.34416
11 €466.73
€938.34
Carbon Tax 0.0047 for 15,203 kWh €71.45
Total excluding VAT €1,532.59
VAT @ 13.5% €206.90
Total Including VAT
How does your gas usage compare to last year ?
71,317 kWh last 12 months
Customer service
128,850 kWh previous 12 months
01 611 01 01
Em ergency number
1850 20 50 50
Bord Gáis Energy Limited
CREDIT FINANCE INCLUDED P L E A S E PAY BY TOTA L €
One Warrington Place, Dublin 2
NONE Overdue € 3,905.79 VAT Number: IE 3234061GH
OVERDUE - Call 01 6110106. Mon - Fri; 8am - 8pm or Sat; 9am - 5pm, to make a payment or set up a
Page 1 of 1
repayment plan and avoid disconnection.
12 AIB Bank, 40/41 Westmoreland Street, Dublin 2
BANK GIRO CREDIT TRANSFER
Account number: 13007016 Sort code: 93-33-84 BIC: AIBKIE2D
CASHIERS IBAN: IE95 AIBK 9333 8413 0070 16 CASH
STAMP COINS €
& INITIALS
TOTAL
CASH €
CHQs.
ETC. €
Customer account no.
3870130000 Mr Ierrott Kuuco TOTAL € 3,905.79
P L E A S E D O N OT M A R K B E LO W T H I S L I N EBill information
1 ill address
B 9 AC Band
The address the bill is sent to (Annual Consumption Band)
for payment. Your estimated annual usage
of natural gas fits within the
2 Account number
band range notified (there are
Please quote this number when
5 bands: A, B, C, Y and Z). Band
contacting our customer
descriptions are as follows:
service department.
A: Less than 6,000kWhs
3 Meter number
B: 6,000 kWhs to 23,500 kWhs
The meter number is unique to
C: 23,500 kWhs to 73,000 kWhs
the physical meter. If your meter
Y: 73,000 kWhs to 750 MWhs
is replaced the meter number
Z: 750 MWhs to 5,200 MWhs
will change.
10 S
tanding charge
4 eter readings
M
The standing charge is included
Your present and previous
on every bill when you are on
meter readings are shown. A “C”
either the standard rate tariff or
denotes the reading has been
the reducing rate tariff.
taken by a customer. An “E”
indicates an estimated reading 11
Rate
(which will be corrected by the The rate at which you are being
next actual read). billed e.g. standard rate etc.
5 Units 12
Bank giro credit transfer
This figure represents the This is the bank giro that you can
number of units in cubic meters use to pay your bill.
or cubic feet (M3 or ft3) which For easy reference we have included
you are billed for. some useful information on the back
6 onversion factor
C of the bill.
The conversion factor used to • Contact details
convert the gas from cubic
• 24 hour emergency number
meters or cubic feet to kWh.
• Payment methods
7 Wh
k
The figure in kilowatt hours for • Moving home
which you are being billed. • Servicing and repairs
8 PRN
G • Meter reading
(Gas Point Registration Number) • Complaints
This seven digit reference number
• Overdue accounts and arrears
used to identify a gas meter
• Gas Networks Ireland
connection to the gas network.
contact details
CODE OF PRACTICE 73 Your Bord Gáis Energy bill
(continued)
Bill presentation please call us on 01 611 01 01
You may want to view and manage for further information and an
your electricity account online at application form.
www.bordgaisenergy.ie and click
Bill frequency
on ‘Register Here’. You can change
• Residential customers, with the
back to paper/ postal bills at any
exception of customers on the
time simply and at no cost. If you
large residential user tariff, are
have been receiving a discount for
billed every two months.
choosing an online “paperless” bill
then you will lose it if you change • Non residential customers on
back to paper / postal bills. the standard industrial and
commercial bi-monthly tariff
Special services
are billed every two months.
If you have difficulty reading your
bill you can register with us on our • All other non residential
special services register and receive customers are billed monthly.
your bill in braille.
Customers should not receive bills
If you have hearing difficulties and outside of the regular billing cycle
you have minicom equipment you unless there is a dispute and/or there
can get in touch with us on has been a series of estimates and a
1850 630 630. We can also make life corrected bill is required.
easier by having a member of staff
Where we become aware of an
phone you with details of your latest
unexpected delay in the issuance of a
bill. This gives you the opportunity to bill that will exceed one full billing cycle,
ask any questions that you may have. we will, where reasonably practicable,
We will still send you your bill in the make contact with you to explain the
normal way. reasons for the delay and the actions
Alternatively, if you have a relative, being taken to remedy the situation.
carer or someone who would Final bills will be issued on receipt
normally look after your bills, then of a final read when closing your
you might want your bill to be sent to account or moving house.
them. Please give us their name and
address with your written consent to Where a customer has switched
have your bill redirected. supplier the final closing bill will be
issued not later than six weeks from
If you would like to be included the effective date of the change of
on our special services register to supplier. Where a replacement meter
avail of either of these services, reading is issued after the final bill
8 CODE OF PRACTICEhas been issued, this will be dealt be reflected in your next bill. Otherwise
with as an exception. any discrepancies will be adjusted the
next time your meter is read.
Dual Fuel Billing
If you have signed up to our Dual We recommend that you check
Fuel Contract, we will send you 2 how much gas you are using by
separate bills for electricity and gas. reading your meters regularly
Any payments made by you under and providing meter readings on
your Dual Fuel Contract will be made the 24 hour Dial-a-Read phone line
against gas or electricity separately. 1850 427 732.
Our Dual Fuel Contract usually
requires paperless billing. You can
change back to a paper bill at any 4 Bill payment
time but will lose any discounts you
receive for paying by this method. When you receive your bill, it is for
Meter reading gas you have already used, or we
Gas Networks Ireland provide the estimate you have used and we
meter reading service for all gas therefore expect to be paid by the
customers regardless of their supplier. date specified on the bill.
They currently call to read the meter The named account holder is
at your home four times a year. The responsible for paying the bill and
other two times they estimate your we can only discuss account details
consumption. In the event that they with the person/s named as account
cannot gain access to read your holder, unless you give us written
meter, their reader will leave a meter consent to discuss your account
reading card advising you to register with a third party.
a meter read using the 24 hour
Dial-a-Read phone line 1850 427 732. ayment methods
P
You can also enter your meter You can pay your gas bill in a number
reading on our website at of different ways:
www.bordgaisenergy.ie • Direct Debit: Plan-Pay Direct
Estimated meter reading Debit or Bill-Pay Direct Debit.
You should compare any estimated Our Direct Debit options are
meter reading on your bill with the very convenient if you have a
reading on your meter. If you notice a bank or building society account;
big difference, please contact us with you avoid the cost of cheques,
your updated meter reading and this will postage stamps or the need to
CODE OF PRACTICE 9call to post offices, banks or other by giro transfer slip attached
retail outlets. We have a Level Pay to the bottom of your bill. Bank
option which allows you to make of Ireland customers may pay
even monthly payments or we through any Pass Point ATM.
have a Bill Pay option which takes
the bill amount owed by Direct • elephone banking: Ask your
T
Debit every 2 months. bank for details.
To set up Direct Debit simply • Internet: Register with us on
call 01 611 01 01 or sign up online www.bordgaisenergy.ie
at www.bordgaisenergy.ie and
Please allow five working days for
click on ‘Register Here’.
payments to appear on your account.
• Telephone: By calling our
Payment schemes
automated phone-based bill
Alternatively, you may apply for one
enquiry service on 01 611 01 01,
of the following payment schemes:
you can pay your bill 24 hours a
day, seven days a week. When • Level-Pay Direct Debit:
you use this payment service you With our Level-Pay Direct Debit
can pay your bill using your Laser option you can spread your
or credit card and check your payment evenly over the year
account balance and your latest making it easier to budget your
transactions. It can also be used account. To set up a paperless
to verify payments received or to Direct Debit, simply call us on
part pay an amount on a bill.
01 611 01 01 or register online
• Cash: At retail outlets displaying at www.bordgaisenergy.ie
the signs PostPoint or Payzone.
• Pay As You Go Meters:
• ost: Send your cheque, together
P These are only fitted where it
with a completed bank giro credit is appropriate and practical to
transfer slip (attached to the bottom do so. This option is not currently
of your bill) to Bord Gáis Energy, available in certain areas.
PO Box 10943, Dublin 2. Please Please note there may be a
do not send cash in the post. charge for the installation of a
• Post offices: By cheque, cash or Pay As You Go meter.
“Pay as you use” card. Minimum For further details on any of the
payment per transaction ¤20. payment schemes above, please
call our customer service team on
• anks and building societies: You
B
01 611 01 01.
can pay at most of the main banks
10 CODE OF PRACTICE• Household budget scheme: For more details on our Security
Operated by the Department Deposit rules, please see
of Social & Family Affairs. This www.bordgaisenergy.ie/help-and-
scheme generally has to be questions/Final bills/moving home/
supplemented by additional closing account
customer payments to meet
If you are moving house or closing your
total bill costs.
account with us, you will need to give us:
• Credit Union payment schemes:
• A closing meter reading
Ask your Credit Union for details.
Security for payment • Your forwarding address to allow
We may ask you to give us reasonable us to send you your final bill
security against future energy bills. • If you cannot provide us with a
This security could mean that you closing meter reading, you will
pay us by Direct Debit or you lodge need to agree to an estimated
a cash deposit. There are a number reading with us, or,
of different security requirements
which depend on your situation and • Provide Access to Gas Networks
your credit history. You may need to Ireland to read and lock the
provide proof of ownership or your meter at your premise
tenancy agreement when opening an • In the event that you cannot
account with us. provide a meter reading, do not
Bord Gáis Energy determines this accept our meter reading or
deposit or guarantee. Where a cannot provide Gas Networks
security deposit has been requested Ireland access to the premises,
this Security Deposit must be you may be charged a special
maintained for a period of 12 months. administration fee of ¤65 in order
The security deposit will be credited for us to try to obtain a final read.
to the next bill following satisfaction
We will then issue you with a final
of credit terms for a period of 12
bill within 6 weeks. This bill will state
months continuously. Where you
your closing balance. If there is a
have not fulfilled our credit terms, we
credit due, this will be stated on the
will inform you of the steps needed to
bill and that you must contact us to
improve your credit worthiness, and
receive a refund. We will refund any
state what you must do in order for
credit within 2 months provided that
security to no longer be required.
you have contacted us to tell us how/
where you wish the refund to be paid.
CODE OF PRACTICE 116 Payment difficulties
If the incoming customer registers an Please tell us straight away if you have
account with us before the meter is a difficulty in paying a gas bill. The
locked, we will cancel the meter lock. sooner you do, the easier it will be for
us to offer help and advice. We will
If you do not tell us you are moving
be as flexible as possible in trying to
or provide us/agree to a final read
agree a payment plan with you, but
you will be held responsible for
we must ultimately receive payment
any gas usage up to the date the
for the gas that we supply. We may
meter is locked or a new customer
also offer you a Pay as You Go (PAYG)
registers with us at that premises.
Meter as a way of re-paying your debt
All unpaid bills will be subject to our and keeping your supply on.
normal debt collection procedures and/
Customers with payment difficulties
or legal proceedings. We may withhold
who contact us will be made to feel
supplying gas or opening an account in
that their case is heard sympathetically;
your name until all outstanding debt is
any offers of repayment will be
paid. Unpaid debts will be transferred
carefully considered.
to your new account with us.
We will assist customers in genuine
If you move into a premises where
financial difficulty in making a
the supply is already connected, you
payment plan and we will take
must let us know straight away and
account of your ability to pay
must pay for the gas you use. If you
when agreeing any repayment
do not inform us that you are using
arrangement. When considering a
gas in a premises then we may charge
payment plan with you, we will take
you under a “Deemed Contract”
into account the value of the debt
under Section 16A of the Energy
and the period of time outstanding,
(Miscellaneous Provisions) Act 1995.
your previous payment history, your
ability to supply security for future
bills and any other material factors
5 Disputed bills concerning individual customers.
You must then honour the payment
If you have any queries about the bill
plan if you want to retain your
or you do not agree with it, please
gas supply. If you have entered into
get in touch with us straight away on
a payment plan, we will send you
01 611 01 01.
details of the payment plan setting
out a clear explanation in writing
12 CODE OF PRACTICEno later than one week after the b. providing information on any
payment plan has been agreed. options you have to make
payment and providing contact
We will treat all information you give
details if you wish to enter into a
us in the strictest confidence. There payment plan
are a number of state agencies, state
sponsored bodies and recognised c. offering installation of a Pay as
charities that offer household You Go Meter for re-payment of
budgeting advice including the Money debt (where suitable)
Advice and Budgeting Service (MABS), Before we initiate a request to Gas
An Post Household Budget Scheme Networks Ireland to disconnect your
and The Society of Saint Vincent de supply we will:
Paul (SVP). If you are a residential
customer, we will engage with the • Give you a minimum of ten
relevant state agencies or state working days notice in writing of
sponsored bodies, recognised charities our intention to disconnect you.
or other financial advisers’ to assist with
• If you are a business or large
your arrears if you give us permission.
gas user and have gone into
Whatever the problem, we will do liquidation, receivership or
our best to help. However, if you can examinership and/or where it is
afford to pay your bills, but choose our opinion that there is a high
not to, we must advise you that your risk of impending default, the
supply may be withdrawn. notice period will be reduced to
two working days or whatever
has been agreed in your contract.
7 Disconnection procedures • The notice will specify the reason
for disconnection.
We have clear internal procedures which • The notice will detail the costs
ensure that disconnection of supply for that will apply for disconnection
arrears takes place only as a last resort. and reconnection.
We have a clear escalation process to • The notice will tell you that
follow before disconnection can take you cannot pay the arrears
place. This process includes: to the person carrying out
a. contacting you at least 4 times to the disconnection.
inform you that you are in arrears (in
writing, by phone or by text or email) • We will include our contact
details so that you can discuss
CODE OF PRACTICE 13payment arrangements with us • Placing a meter lock on
and avoid disconnection. your meter.
• o disconnection calls will be
N • Turning off the supply at the
made on a Friday, Saturday, house entrance if we cannot
Sunday, eve of a public holiday gain access to the meter.
or a public holiday. However,
• Disconnecting and removing
disconnections for safety reasons
the meter.
can be made at any time.
• Disconnection externally at the
We will disconnect your gas
footpath if access is refused.
supply if:
We will not disconnect your
• We do not receive payment from supply if:
you within the terms of your
contract and arrears continue • You agree, and keep to a
to accrue on your account. payment plan agreed with us.
• You do not respond to our notice • ou agree to have a Pay As You
Y
for disconnection. Go meter installed.
• You do not agree to have a Pay • The bill due is not for the supply
As You Go meter installed. of gas.
• here you do not agree to any
W • You have logged a complaint
payment plan or where that with us and the complaint is
payment plan is broken. related to disputed bill charges.
You will however, be required
• You request disconnection. to pay the undisputed element
• In the event of an emergency of the charges billed and any
or where a safety issue arises, subsequent bills that follow.
Gas Networks Ireland may • During the winter months of November
disconnect your premises to March, if you are registered on
without notification. our special services register
You will be charged for the costs • For failure to pay a bill which
associated with the method of is not related to the supply of
disconnection and reconnection of gas;
your supply. Disconnection of supply • For failure to pay a bill based
will be done by either: on a regular estimate unless
it is fair and reasonable in the
14 CODE OF PRACTICEcircumstances (to be decided Gas Installer if the meter has been
by us); removed or if any work has been
done to the gas installation.
• Where a customer is a
member of any category of We may also, under our terms and
customer that the CRU may conditions of gas supply, require
specify from time to time. that you provide a security bond
and/or commit to paying future
Disconnection of a premises with no bills by Direct Debit. This will guard
registered account holder: against the inconvenience and cost
of possible disconnection in the
• If it is discovered that you or future. We will notify you in writing
the previous occupant at your of any conditions associated with
premise did not close their a security bond/deposit required
account correctly with us, we will upon re-energisation (including the
issue a letter informing the new circumstances in which we will re-pay
occupant that the premise will this).
be locked due to no new account
In certain circumstances, we may
holder being registered.
ask you to agree to the installation
of a Pay As You Go meter at your
premises before we reconnect you to
8 Reconnection prevent any further debt being owed.
Where a disconnected customer
has reached an agreed settlement
Where disconnection has taken
with us, you are entitled to be
place, we will make every effort to
reconnected under our Standard
come to an agreement with you so
Terms and Conditions of Supply.
that the supply can be restored at
the earliest opportunity.
Before we reconnect your supply
all arrears and the costs associated
with the disconnection and
reconnection must be paid in full.
However, we will enter into payment
plans and reconnect you, if you have
not previously broken a payment plan
or repeatedly been disconnected or
failed to make payment of bills at all.
You may need to supply a declaration
of conformance from a Registered
CODE OF PRACTICE 159 Complaints procedure
We aim to give you the best possible If following a review and written
service. If however, you are unhappy response from one of our customer
with the service we have given you, service managers you are still not
please call us on 01 611 01 01 and satisfied, and have received written
we will try and resolve it over the notification of the closure of the
telephone. Alternatively, you can complaint from Bord Gáis Energy,
write to: you may contact the Commission for
Regulation of Utilities.
Customer service
The complaint should only be passed
Bord Gáis Energy
to the Commission after it has gone
PO Box 10943, Dublin 2 through the Bord Gáis Energy internal
Email: info@bordgais.ie complaints escalation process.
The office of the Commission
It is our aim to settle any concerns for Regulation of Utilities can be
as quickly and as fairly as possible. contacted by the following means:
If you write to us with a complaint,
Address:
we will respond to you within ten
Customer Care Team, Commission
working days.
for Regulation of Utilities,
If you are unhappy with the response The Exchange, Belgard Square
you receive from the first point North, Tallaght, D24 PXW0
of contact, you may have your
complaint reviewed at a higher level. Tel: 1890 404 404
Fax: 01 4000 850
Our commitment is that all
complaints will be either resolved Email: customercare@cru.ie
within eight weeks or an action plan will
Web: www.cru.ie/customer-care
have been agreed with you. In all cases,
we will keep you informed about the
progress in resolving the matter.
We have a code of practice on
handling customers’ complaints.
To receive a copy please call us on
01 611 01 01 or you may view it online
at www.bordgaisenergy.ie
16 CODE OF PRACTICE10 Contact details
We would prefer you to phone rather Other useful contacts
than write because it is quicker, more Money Advice and Budgeting Service
direct and easier to answer your (MABS). MABS is a free, confidential
questions straight away. However, and independent service for people in
if you wish to write, our address is: debt or in danger of getting into debt.
Customer service MABS Helpline: 076 107 2000
Bord Gáis Energy Monday to Friday 9.00am to 8.00pm
PO Box 10943, Dublin 2 Email: helpline@mabs.ie
In order to maintain the highest Web: www.mabs.ie
level of service we may record and
monitor telephone calls.
The Society of St. Vincent de Paul
Please ensure that you have your
National Head Office
account number ready when you
91-92 Sean Mac Dermott Street
contact us as we can only discuss
Dublin 1
gas account information with the
gas account holder. Tel: 01 855 0022
Tel: 01 611 01 01 Email: info@svp.ie
Fax: 01 611 01 02 Web: www.svp.ie
Web: www.bordgaisenergy.ie
Contacting us at:
bordgais.ie/company/contact-us
24 hour Dial–a–Read: 1850 427 732
Call this number to register your meter
reading – have your GPRN number (top right
hand side of your bill) and meter reading to
hand. Gas Networks Ireland will ensure your
reading is recorded for your next bill.
Gas Networks Ireland 24 hour
gas emergency line: 1850 20 50 50
Gas Networks Ireland provide the emergency
response service for all gas users. In the
interest of public safety, all emergency
messages are recorded.
CODE OF PRACTICE 17You can also read
