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Code of Practice on the efficient use of electricity and gas

Code of Practice on the efficient use of electricity and gas

In order to promote the efficient use of electricity/gas by its customers, Flogas Enterprise will make available information and advice on how to more efficiently use electricity/gas. This will be communicated to Customers upon request by way of face-to-face meetings, e-mail or in writing detailing suggested tips and steps to be taken to use electricity/gas more efficiently.

Customers can call Flogas Enterprise on +44(0)289073 5883 or +353(0)1 884 9400 who will be able to give you information on various efficiency measures, including:

  • Information regarding controls and use of heating systems that help the customer to use electricity/gas more efficiently;
  • Reports on the time of use and wastage, made available to the customer to help them improve their efficiency levels;
  • Relevant information, or facilitate access to persons with the required knowledge, regarding efficient appliances suitable to the customer’s line of business;
  • Information, to the extent that Flogas Enterprise is aware, regarding other organisations where customers may obtain additional information or assistance about:
    • measures to improve the energy efficiency levels;
    • the availability of financial assistance from relevant Government bodies in respect of the costs of any such measures.

Examples of such organisations or Government bodies and what they provide are listed below:

  1. The Carbon Trust is a world-leading organisation helping businesses, governments and the public sector to accelerate the move to a low carbon economy through carbon reduction, energy-saving strategies and commercialising low carbon technologies.
    http://www.carbontrust.com/client-services/northern-ireland
  2.  nidirect aims to make it easier to access government information and services, including energy efficiency grants. It does this by working closely with Northern Ireland Government departments and other public bodies to collate key information based on users’ needs.
    http://www.nidirect.gov.uk/energy-efficiency-grants
  3.   Energy Saving Trust which is concerned with the domestic green economy.
    http://www.energysavingtrust.org.uk/northern-ireland/organisations
  4. The Enhanced Capital Allowance (ECA) Scheme is a key part of the Government’s programme to manage climate change. It provides businesses with enhanced tax relief for investments in equipment that meets published energy-saving criteria. This website provides background information about the scheme and its benefits.
    https://etl.decc.gov.uk/etl/site.html

Code of Practice of on Complaints Handling Procedure

Flogas Enterprise strive to effectively and transparently resolve a customer complaint in a timely fashion. It may happen that a customer will have cause to complain about some aspect of their energy supply or the invoicing process.

Flogas’s gas and electricity supply agreements contain references to the Code of Practice in place for dealing with complaints and disputes. These are also available on https://www.flogasenterprise.ie/northern-ireland/.

We are absolutely committed to providing the highest possible standard of customer service, which includes a fair and prompt mechanism for dealing with customer complaints and disputes. This is available to all customers free of charge. Flogas Enterprise ‘s customer facing staff are provided with training to enable them respond effectively to any complaints or disputes, which also includes explaining the role and contact details of the Consumer Council.
The support and complaint resolution process is outlined below:

  • Customer account management is the responsibility of the Customer Service team.
  • An individual account manager will be assigned to large customers and will be responsible as first point of contact for dealing with any complaints.
  • The contact details for the account managers will be provided to each customer on signing the Flogas Enterprise contract.
  • The account manager will respond to the initial complaint within 3 working days to acknowledge receipt of the complaint and to agree a response time with the customer for resolution of the complaint. In accordance with the regulations in The Gas (Individual Standards of Performance) Regulations (Northern Ireland) 2014 (available at: http://www.uregni.gov.uk/uploads/publications/2014-03-03_The_Gas_Individual_Standards_of_Performance_Regulations_Northern_Ireland_2014.pdf) Flogas Enterprise must meet prescribed response times for gas queries.
  • It is intended that if Flogas Enterprise can resolve the complaint internally that all complaints will be resolved within 5 working days of acknowledgement.
  • We will endeavour to resolve the complaint completely within 3 months.
  • Details of each complaint will be logged and a case number will be assigned to ensure progress is monitored. The details of each complaint will be retained for a period of two (2) years. Flogas Enterprise will report complaints in line with the Utility Regulator’s Retail Energy Market Monitoring complaints procedure.
  • The steps Flogas Enterprise will complete on receipt of a complaint will be to record:
    1. The date the complaint was received
    2. In what format the complaint was made (oral/written)
    3. The identity and contact details of the relevant person making the complaint or on whose behalf the complaint is made
    4. A summary of the complaint
    5. A summary of any advice given or action taken
    6. Whether the complaint was resolved and if so an explanation of why it is deemed resolved.
    7. The date the complaint was resolved.
    8. If the complaint remains unresolved, the supplier must record the date that the customer was advised that they may pursue the complaint through the Consumer Council.
  • If the nature of the complaint involves a third party such as Firmus Distribution or Phoenix Distribution then the resolution will be subject to the operation of their complaint treatment process.
  • Flogas Enterprise commit to keeping the customer fully informed at every stage of the process.
  • Depending on the nature of the complaint or dispute the customer may be entitled to one of the following remedies:
    1. An apology
    2. An explanation
    3. The taking of appropriate remedial action by Flogas Enterprise
    4. If you believe that we have not adhered to the commitment(s), there may be certain circumstances where you are entitled to a compensation payment of Stg£25 and if it has been agreed that you are due a refund, we will issue a credit note within 10 working days.
  • If at any point in the process the customer wishes to escalate the complaint they may contact the Customer Service Manager. The details of how to contact the Customer Service Manager are outlined below:
    • Customer Service Manager
      Flogas Enterprise Limited
      The Mount
      2 Woodstock Link
      Belfast
      BT6 8DD
    • Email: info@flogasenterprise.ie
      Phone: +353-1-884 9400 or +44-28-9073 5883
  •  If the customer believes that the resolution provided by the Flogas Enterprise process is unsatisfactory they then have the option of referring the complaint to the Consumer Council for Northern Ireland (“CCNI”). The CCNI can be contacted by writing to:
  • Where the Consumer Council has not been able to resolve the customer complaint to their satisfaction, they can refer the complaint to the Northern Ireland Authority for Utility Regulation, which can be contacted in writing to:
    • The Northern Ireland Authority for Utility Regulation
      Queens House
      14 Queen  Street
      Belfast
      BT1 6ED
      Email: info@uregni.gov.uk
      Phone:  +44 (0) 28 9031 1575

In addition, if the customer is not satisfied that their dispute has been resolved they retain the right to settle the matter by going to court.