electricity for your home from Bord Gáis Energy

Transcription

1 BGE/RE/WP/0913 Welcome to electricity for your home from Bord Gáis Energy

2 Bord Gáis Energy Electricity for your home 1 Introduction 1 2 Customer service 2 3 Frequently asked questions 3 4 Moving home 4 5 Paying your electricity bill 5 6 Managing your account 6 7 Understanding your bill 9 8 Complaints handling procedure 10 9 Bord Gáis Energy customer charter Contact details Terms and conditions of supply 13

3 Dear customer, Thank you for choosing Bord Gáis Energy to provide electricity to your home. We have developed this booklet to help you understand and manage your electricity account. The booklet contains your terms and conditions of electricity supply with us and a data protection notice. We would ask you to read both of these carefully. We have also included some energy saving tips to help you reduce your energy costs. We are committed to improving our services to you and your feedback is very important to us. Please share your experiences with us and tell us what improvements you would like to see to our service. Bord Gáis Energy Electricity for your home 1

4 2 Customer service Please ensure you have your account number ready when you call us. We can only discuss electricity account information with the account holder. Tel Fax Minicom (for hearing impaired customers) Customer service Residential electricity Bord Gáis Energy PO Box 10943, Dublin 1 To maintain the highest level of service we may monitor and record calls. Connections For calls relating to new network connections, increased connection capacity, meter relocation, alterations to lines or cables, voltage problems or power quality please call ESB Networks. Tel Submit a Meter reading If you wish to submit a meter reading, please have your MPRN number (top right of your bill) and the meter reading to hand. Tel When reading your meter only count the black digits, not the red one. Emergency This is an ESB Networks service available 24 hours a day, 7 days a week Tel Bord Gáis Energy Electricity for your home

5 3 Frequently asked questions Q. Will anything need to change in my home? A. No, we use the same meter and wires so there will be no disruption to your electricity supply and no need to carry out any work on your home. Q. Who will read my electricity meter? A. Your electricity meter will still be read by ESB Networks. They take readings of all the electricity meters in the country for all suppliers. Q. How often will I be billed? A. We will bill you every two months, when we receive a meter reading or estimate from ESB Networks. Q. Will I still get an ESB bill for standing charges? A. No, we will include your standing charges in our bill and we pass the money on to ESB networks. Q. Can you help me if I have special requirements? A. Yes, we offer a special services register for those needing help using our services and a priority support register for customers with vital medical equipment. Call or visit for more details. Q. Who do I call regarding my bill or account? A. Call Bord Gáis Energy customer services on Q. Who do I call if there is an issue with my electricity supply? A. Call ESB Networks on for connections, alterations or power quality problems or call for emergencies or a loss of supply. Q. What payment methods may I choose? A. You may choose from Direct Debit, Laser or Credit card by calling , by cash at Post offices, Paypoint and Payzone outlets or by sending us a cheque. Q. I currently get the electricity allowance towards my bill. Will I still get this? A. Yes you will still receive this but it will no longer be paid directly towards your bill. Instead it will come to you in the form of a monetary payment which you should use towards your electricity bill. The Department of Social and Family Affairs will contact you directly about the payment arrangements of the allowance. Q. How can I check the prices that make up the tariff I am on? A. You may view our current prices on our website or call to be advised of our prices or be sent a tariffs leaflet. We will also advise you of price changes by sending you a price change leaflet with your electricity bill. Bord Gáis Energy Electricity for your home 3

6 4 Moving home If you are moving home or wish to end your contract with us, you must give us 28 days notice by either writing to us or by calling us. Tel When you are moving, please provide us with a final meter reading and a forwarding address for your final bill. If you cannot provide us with the name of the incoming customer, then you will have to grant us access to disconnect the meter. The charge for this is inc VAT. You remain liable for electricity consumed at the premises until you provide notice to us to cancel your electricity supply contract and provide us with details of the incoming customer or grant us access to the premises to disconnect the meter.

7 5 Paying your electricity bill The payment options open to you may depend on the tariff you are on. We offer an additional discount to new customers choosing to pay by Direct Debit. Direct Debit Please have your bank account details to hand and call the number below. Tel hour telephone payment service You can pay with your Laser or credit card. You can also check your account balance, last payment amount and date and last bill date. Tel English/Irish service Tel Russian/Polish /Mandarin Chinese service Cash At any retail outlet where you see PayPoint, Payzone or PostPoint signs and at any Post Office. You can pay your bill in full or make a part payment to a suggested minimum of 20. Please have your bill with you. Cheque Please make your cheque payable to Bord Gáis Energy. Send your cheque, together with your completed bank giro credit transfer slip attached to the bottom of this bill, to Customer service, Residential electricity, Bord Gáis Energy, PO Box 10943, Dublin 1. Please do not send cash in the post. Please allow five working days for payments to appear on your account. Overdue accounts & arrears If you are having difficulty paying your electricity bill, please contact us immediately so that we may discuss this with you. Tel Your electricity supply may be withdrawn if your account is in arrears. In addition to requiring full payment of arrears we will also pass on to you ESB Networks charges if your supply has to be disconnected or reconnected. Standard Disconnection/ Reconnection fees Disconnection fee inc VAT Reconnection fee inc VAT Bord Gáis Energy Electricity for your home 5

8 6 Managing your account There are a wide range of flexible and easy to use account management options available for you to choose from. Online account management Online account management allows you to access your account anytime through our website Once registered you can: View and pay your bill View your next bill date View previous bills and transactions on your account Sign up for paperless billing Sign up for online direct debit Submit Feedback allows you to submit any feedback you may have How to register for online account management Simply log onto and make sure you have the following information to hand: Think Beyond App for iphone This is our latest innovation providing you with access to your account information at your fingertips when you are on the move. The Think Beyond App for iphone is free to all our customers and means you can: View your current balance View your last bill date View your last payment amount View your last payment date View instructions on how to read your gas and electricity meters View gas safety information and emergency contact numbers for gas and electricity Submit a query form or request a call back View important contact details Gas customers can also submit their meter reading. Download the Think Beyond App for iphone for free at thinkbeyondapp Your address Mobile phone number Name as it appears on your bill Your electricity account number from the top right of your bill 6 Bord Gáis Energy Electricity for your home

9 Automated telephone service check the balance of your account Our automated telephone service is available to you 24 hours a day, 365 days a year. You will need your electricity account number and MPRN which are located on the top right hand side of your bill. Pay a bill Check the current balance on your account Check the date and amount of your last payment Check the date and type of meter reading for your last Paperless Billing Once you register your account online at you can chose to turn on paperless billing. When your bill is ready to be viewed we will send you an notification and you can then view your bill online. We will no longer send your paper bill in the post. The online bill will be an exact copy of the paper bill, and you can print it if required. If you have multiple accounts you can also select the relevant accounts from the Choose Account section and then select paperless billing from the menu. Bord Gáis Energy Electricity for your home 7

10 Mr Sam Sample, 12 Any Street, Any Town, Any County Meter no. 1 Meter readin GS P resent MInuS P revious electricity used kwh Z Discount Tariff - Urban Day (01 Oct 10 to 01 Dec 10) Description Units Rate 9 Meter readin G typ e S A: Actual reading C: Customer reading E: Estimated reading AMount Standing Charge 61 days cent/day hour Units cent/kwh Direct Debit Discount 12% CR PSO Levy /month 5.46 Billing period Date of issue Account number MPrn 01 Oct Dec Dec DG Mcc ProFIle DG1 MCC Total excluding V.A.T % Invoice Total See reverse for: Fuel mix and CO 2 emissions Emergency and fault reporting PleASe PAy By total Direct Debit 21 Dec Customer service Bord Gáis Éireann Registered office: Gasworks Road, Cork VAT Number: IE 9Y66102O Payment within 14 days from date of issue Page 1 of 1 8 Bord Gáis Energy Electricity for your home

11 7 Understanding your bill 1 Bill address The address the bill is sent to for payment. 2 Account number Please quote this number when contacting our customer service department. 3 MPRN The MPRN (Meter Point Reference Number) is unique to your current premises and identifies your meter connection point. If your meter is changed the MPRN number remains the same. 8 Meter readings The main abbreviations used for readings are A an actual reading carried out by ESB Networks, C a reading submitted by the customer and E an estimate by ESB Networks. 9 Standing charge This charge is a fixed amount per day and is for the fixed costs associated with providing your electricity supply. 4 DG The DG code is an industry code representing your distribution use of system group. 5 MCC The MCC code is an industry code representing your meter configuration code. 6 Profile The profile code is an industry code representing your load profile classification. 7 Meter number The meter number is unique to the physical meter. If your meter is replaced the meter number will change. * All figures and values shown are for illustrative purposes only. Bord Gáis Energy Electricity for your home 9

12 8 Complaints handling procedure Bord Gáis Energy endeavours to exceed customers expectations. If, however, you have a complaint contact us on or write to our: Residential electricity Customer service Bord Gáis Energy PO Box 10943, Dublin 1 elecinfo@bordgais.ie Your complaint will be registered and a reference number given to you. Every effort will be made to resolve the issue straight away. Some issues, by their nature, may take longer to rectify. If you have been through the Bord Gáis Energy procedures and feel that your complaint has not been resolved to your satisfaction, you may refer the unresolved issue to: The Energy Customers Team at the Commission for Energy Regulation, Energy Customers Team Commission for Energy Regulation P.O. Box Dublin 24 Tel energycustomers@cer.ie We have a code of practice on handling customers complaints. To receive a copy please call us on or view it online by visiting 9 Customer Charter - our commitment to you Bord Gáis Energy is committed to providing you with a high and consistent level of customer service. We recognise the importance of listening and responding to our customer s needs. This customer charter details the level of customer service that we promise to give you in all your dealings with Bord Gáis Energy. Our guaranteed service standards In addition to our overall service standards, we have guaranteed service standards. If we fail to meet any of these guarantees, we promise to apologise and to do everything possible to rectify the problem straight away where necessary. 1. Billing enquiries guarantee Most queries about your bill or bill payment can be answered by phone straight away. If you write to us with a billing enquiry, we will review your enquiry and respond to you within ten business days. If we fail to respond within ten business days, you will be entitled to a payment of Refund guarantee Where we agree that you are entitled to receive a credit for any reason connected with your bill, we guarantee to credit your gas or electricity account within ten business days of agreeing the amount to be paid. 10 Bord Gáis Energy Electricity for your home

13 If we fail to credit your gas or electricity account within ten business days, you will be entitled to a payment of Marketing code of practice guarantee We guarantee that we will abide by our code of practice on marketing and we will adopt the best marketing practices as set out in this code. If we fail to abide by this guarantee, you will be entitled to a payment of Complaints handling guarantee It is our aim to resolve all customer concerns and complaints as quickly and as fairly as possible. We have published a code of practice on complaints handling which details our commitments and procedures for resolving customer complaints.if we fail to meet our commitments outlined in this code, you will be entitled to a payment of Special services guarantee We offer a range of special services to assist customers with special needs and those reliant on electrical home medical equipment. These services are published in our special services register code of practice. Customers who wish to avail of and are eligible for these services must register with us. If we fail to meet our commitments to customers who have registered on our special services register, you will be entitled to a payment of Bill payment guarantee We have clear internal procedures which ensure that disconnection of supply for arrears only takes place as a last resort. We have published a code of practice on bill payment which details how we will handle customers who have difficulty in paying their bill. If we fail to meet our commitments as set out in this code, you will be entitled to a payment of Pay As You Go Metering guarantee We guarantee that we will abide by our code of practice for Pay As You Go Meters. If we fail to abide by this guarantee, you will be entitled to a payment of 30. Our codes of practice supporting this customer charter are: Marketing Handling customers complaints Bill payment (includes Billing, Bill Payment and Disconnections) Special services register Pay As You Go Metering Copies can be sent to you on request or you can view them online at Bord Gáis Energy Electricity for your home 11

14 Disclaimer In exceptional circumstances we may be prevented from meeting our service commitments due to conditions outside of our control. Such circumstances could include major disruptions to supplies, actions/damage by third parties, risks to safety, no access to your home or where actions could cause Bord Gáis Energy to break the law. Any payments made under this charter for failure to meet our commitments are made without any admission of legal liability on the part of Bord Gáis Energy. If there is any inconsistency or conflict between this customer charter and the Bord Gáis Energy terms and conditions of supply, the terms and conditions of supply shall prevail. 10 Contact details Bord Gáis Energy 1850 LoCall customer service telephone numbers. In order to maintain the highest level of service we may record and monitor telephone calls. Please ensure that you have your account number ready when you contact us as we can only discuss account information with the account holder. Customer service Residential gas Bord Gáis Energy PO Box 10943, Dublin 1 Customer service: Customer service fax: Customer service info@bordgais.ie Minicom: (for hearing impaired customers with their own minicom equipment) Sales: Bord Gáis Energy Electricity for your home

15 11 Terms and conditions of electricity supply These are our standard conditions approved by the Commission for Energy Regulation. As a residential customer you will be deemed to have accepted these conditions and be bound by them from the time that you receive them. We would ask you to read the Data Protection Notice in clause 19 and 20 carefully. 1 Definitions 1.1 In these conditions the words below have the following meanings: Appliances means all apparatus which consumes electricity (including associated wiring) installed on the Premises beyond the Meter but does not include the Meter or any fittings and wiring installed up to the Meter. Billing Period means a period of two months in respect of which we will issue invoices to you under this contract. Bord Gáis Energy or we or us means Bord Gáis Eireann, 6 Lapps Quay, Cork, acting as an energy supplier through its supply business Bord Gáis Energy, 1 Warrington Place, Dublin 2. Commission means the Commission for Energy Regulation. Conditions means the standard conditions of supply set out in this document. Contract means the contract between you and us for the supply of electricity to the Premises. Distribution Services means any works carried out by ESB Networks in relation to the customer s Electricity Connection, including but not limited to the provision, installation, repair, maintenance, energisation or deenergisation or servicing of the Meter or equipment used in the distribution and supply of electricity. Electricity Connection means the connection between the electricity network and the Premises up to and including the Meter. electricity network means all of the transmission and distribution wires used for the transmission, distribution and supply of electricity to, from or within Ireland. emergency means an emergency endangering persons and/or property or an outage in the electrical supply arising from a fault in the electricity network. emergency response service means the emergency response service operated by ESB Networks for the purposes of receiving and responding to reports of actual or suspected electricity emergencies. ESB means Electricity Supply Board, a statutory corporation constituted under the Electricity (Supply) Act 1927, its successors and assigns. ESB Networks means Electricity Supply Board, acting as operator of the electricity network. last resort supply direction means a direction given to a supplier (the Supplier of Last Resort) by the Commission requiring it to make available a supply of electricity to premises previously supplied by another supplier. Licence means the Licence to supply electricity granted to us by the Commission. Meter means the electricity meter and related fittings and wires installed by ESB Networks for the purpose of measuring the quantity of electricity used by you on the Premises and includes any such meter or meters of any type supplied to you at any time at the Premises. MRSO means the Meter Registration System Operator, a body run by ESB Networks which maintains the register of all electricity meter points in Ireland. Premises means the premises specified in the application for electricity supply completed by you or such other premises as may be notified by you to us and accepted by us from time to time. Bord Gáis Energy Electricity for your home 13

16 Pay as You Go Meter means the prepayment computerised meter through which electricity may be prepaid from us using a top-up card. Priority Support Customers means customers who are reliant on electrical home medical equipment, both life supporting and non life supporting. special services customers means customers who are of pensionable age (aged 66 and above), hearing, sight or mobility impaired or as defined by the Commission from time to time. tariff structure means our list of current tariffs and the pricing structure applicable to each. you means you the customer who has entered into the Contract. Where you are more than one person or entity, each person or entity is jointly and severally liable for your obligations under this Contract. 1.2 References in the Conditions to a document shall be references to such document as amended or replaced from time to time. 2 Sale and Supply We will sell and supply electricity to you at the Premises subject to these Conditions until the Contract is ended by either of us in accordance with Condition 12 (Termination). We may issue you additional product specific terms and conditions depending on the particular product you have chosen. Together these form the Contract between us. (b) If we do not already supply the Premises, we will begin supplying the Premises on the date the MRSO notifies us we are the Supplier and the Contract will commence on that date. (c) If you agreed to this Contract over the phone or online, you can cancel the switch within 7 working days from the date you receive these Terms and Conditions under the Distance Selling Regulations (d) If you are providing information about other people on a joint application or otherwise, you must make sure they agree that we can use their information to do this. If you give us false or inaccurate information and fraud is identified, we will pass your details to credit-reference and fraud-prevention agencies. 3 Metering and Billing The electricity supply will be measured by the Meter and metering equipment that will be installed and maintained by ESB Networks. ESB Networks staff, its agents or contractors will read the Meter. (b) In between readings of the Meter, estimations of your electricity consumption may be made by ESB Networks. An estimated meter read will be calculated having regard to a number of factors including (but not limited to) prior electricity usage at the Premises, the time of year and the nature of the Premises. (c) We will regularly send you bills for the electricity that you use. Your bill may also include charges for services that we have agreed to supply to you and will include VAT. (d) If you or we discover that any Meter reading has been inaccurate or omitted, or the readings have not been converted into charges correctly, you or we, as the case may be, must pay any money that is due at the date of the next bill or when requested to do so by Bord Gáis Energy. (e) (f) If we have not been able to get Meter readings for any reason, we will use estimated readings. You can also provide us with your own Meter reading by phoning If we supply electricity to you but all or part of such electricity supplied is not registered by the Meter (due to a fault or unauthorised interference or any other reason), you must pay an amount equal to the charge that would have 14 Bord Gáis Energy Electricity for your home

17 been payable had the Meter or metering equipment been working properly. (g) Further information on your bill can be obtained in our code of practice on billing entitled Bill Payment and may be obtained by contacting us in accordance with Condition Access and Distribution Services All equipment and installations up to and including the Meter belong to ESB Networks and must be used in accordance with ESB Networks instructions. We have no responsibility for maintaining the Meter or any metering equipment or associated wiring. (b) You agree to be bound by any conditions given to you by ESB Networks or by us on behalf of ESB Networks regarding your Electricity Connection and any related matters. (c) We will transfer your data to ESB Networks (in accordance with Condition 19) in order that they may perform services in relation to your Meter and electricity connection. (d) You are responsible at all times for having due care towards the Meter. You will not interfere or allow any interference with the Meter, whether for repairs or for any other purpose without ESB Networks consent, and shall notify ESB Networks and/or us promptly of any defect in the Meter or if any alteration or other attention is required. (e) (f) You may request ESB Networks to carry out Distribution Services at the Premises. We may request that Distribution Services are carried out at the Premises such as de-energisation, re-energisation or servicing of the Meter. (g) You are responsible for all costs (including VAT) associated with the Distribution Services. This includes any costs incurred as a result of the cancellation of the Distribution Services by you or because of your default. You are also responsible for any fees payable where ESB Networks visits the Premises to carry out the Distribution Services at a time agreed with you, but is unable to do so due to your default. (h) ESB Networks (and when appropriate we) will inform you at the time that you request the Distribution Services of the cost and payment terms of the Distribution Services including who will invoice you for those services. (i) (j) You must allow ESB Networks and its contractors, sub-contractors and their employees, servants or agents safe, free and unrestricted access to the Meter and, if required, safe, free and unrestricted admission to the Premises at all reasonable times. This includes (but is not limited to) reading, inspection, repair and removal of the Meter and any other Distribution Services that you request ESB Networks to carry out at the Premises. You must allow ESB Networks access to the Premises or Meter at any time in the case of any electrical emergency. (k) You will also allow us a right of entry to the Premises for all reasonable purposes at all reasonable times and at any time in the case of an emergency. (l) If you fail to comply with Condition 3 or 4 and this frustrates or delays payment for the electricity used by you, we will be entitled to treat this as a neglect or refusal to pay for the purposes of the Conditions. Bord Gáis Energy Electricity for your home 15

18 5 Price of Electricity The price of the electricity supplied by us is set out in our tariff structure, which is published by us from time to time. (b) Our up-to-date tariff structure is displayed on our website or it may be obtained by contacting us in accordance with Condition 17. (c) We are entitled to change the price charged once we have informed you either by the publication of an advertisement in any national daily newspaper or by sending notice of the change to you by post. We will give you thirty (30) days notice in advance of any price change taking effect. Any such advertisement or notice will state the date from which the change is to become effective. (d) You may get advice from us on choosing a tariff but you are responsible for making the decision on what tariff best suits your needs. In the event that you have chosen the incorrect tariff for you, Bord Gáis Energy will not be held accountable for this or any charging that has occurred due to your incorrect selection. To change your tariff please telephone us on Payment of Accounts You must pay us the cost of the electricity consumed at the Premises, or which we have estimated that you have consumed during the Billing Period (plus VAT), and any supply charge which may be applicable to the tariff you have chosen. Unless we have agreed otherwise, every bill, including an estimated meter read, is payable on the date specified in the bill. You must also pay us for any amount specified on the bill for other services that we have agreed to provide to you. (b) You must pay us for any Distribution Services that we or you have requested be carried out at your Premises and for which we have been charged by 16 Bord Gáis Energy Electricity for your home (c) ESB Networks. This includes (but is not limited to) the de-energisation or reenergisation of the Meter. Your liability to pay for the electricity used at the Premises (plus VAT) together with any supply charges which may be applicable to the tariff you have chosen and any amount specified on the bill for other services that we have agreed to provide to you continues until all sums due are discharged by you. (d) If you receive a discount from us for paying by a particular payment method then you must continue to pay by this payment method in order to maintain your discount. (e) (f) When your request to switch is processed, your current supplier will notify us if you are in arrears for more than levels set for all customers by the Commission for Energy Regulation. If we decide not to carry out the switch because of arrears, we will tell you in writing. You will not be charged for changing supplier. (g) If you have changed from another supplier, you agree to pay any outstanding charges transferred to us by the other supplier (including VAT). (h) You must pay us by one of the methods set out on our website, on the back of your bill or as set out in our Code of Practice entitled Bill Payment. (i) (j) If you do not pay us any sum due under the Contract you will be liable to pay us interest from the due date for payment at a daily rate equal to 2% above the Bank of Ireland AAA Overdraft Rate then in force or, if there is no such rate, then an equivalent rate, accruing on a daily basis until payment is made. In the event that you are experiencing payment difficulties, we may agree to the installation of a Pay as You Go Meter at your premises (where suitable) in order to maintain your supply and/ or repay any Electricity debt owed by you which may be recovered through the Pay as You Go Meter. You are responsible for the cost of installing the Pay as You Go Meter unless otherwise directed by Bord Gáis Energy.

19 (k) An electricity top-up card will be issued to you for use with the Pay as You Go Meter. You shall be responsible for the safe custody of the top-up card. If a replacement top-up card is required by you it will be charged to you at the rate prevailing at that time. For further information on Pay as You Go Meters please see our Code of Practice on Pay as You Go Meters. You may obtain a copy of this code by contacting us in accordance with Condition 17. (l) If you have a Bord Gáis Energy account with us at this or other premises, we may transfer any credit or debt between your accounts in order to recover any money you owe us. (m) Where you are more than one person or entity, each person or entity is jointly and severally liable for your obligations under this Contract. In the event that there are arrears owing on your account, Bord Gáis Energy reserves the right to seek recovery of these arrears from one or all of the joint account holders. (n) Failure to adhere to these Conditions in respect of payment of accounts will adversely affect your Bord Gáis Energy credit record. (o) If you close your electricity account (credit meter) and there is a credit balance due to you this will be shown on your final bill. You must contact us to receive your credit. If any credit remains unclaimed for longer than one year then we may remove this credit from your account. (p) A copy of our Code of Practice entitled Bill Payment may be obtained by contacting us in accordance with Condition Security (Cash Deposit) If we decide it is required at any time, you must provide us with security cover (such as a cash deposit). This may be used at Bord Gáis Energy s sole discretion for the payment of any monies which become due by you under the Contract and which remain unpaid. Any cash deposit will be repaid to you when you close your account provided all sums due have been paid or provided you have satisfied our payment terms on a continuous 12 month period, whichever is the earliest. 8 Special Services Customers and Priority Support Customers We will provide certain services to our customers who require special services or priority support in relation to their electricity usage. Details of these special services are set out in our Codes of Practice for special services customers and priority support customers which may be obtained by contacting us in accordance with Condition 18. (b) We maintain a register of special services customers and priority support customers. If you wish to be treated as a special services customer or priority support customer and receive the services as set out in our Codes of Practice, you must give us the necessary information that we require to compile these registers and we agree that we will not disclose this information except to ESB Networks who require the information to perform certain services for you and in accordance with these Conditions and the law. 9 Electricity Emergency In the event of and for the duration of an electrical emergency: we may at the request of the emergency response service or ESB Networks discontinue the supply of electricity to the Premises; and (b) you must refrain from using electricity immediately upon being told by us or ESB Networks that you should do so. Bord Gáis Energy Electricity for your home 17

20 10 Emergency Response Service 12 Termination The Emergency Response Service is operated by ESB Networks on behalf of all customers. (b) The 24-hour telephone number of the emergency response service is (c) We will, in so far as is practicable, take steps to inform you of any change in the details of the emergency response service before such change becomes effective. In any event the up-to-date information about this service will be displayed on our website (www. bordgaisenergy.ie), or may be obtained by contacting us in accordance with Condition Limitation of Liability We will not be responsible for any loss or damage sustained by you in respect of any failure by us to supply electricity as a result of our inability to secure a supply of electricity, industrial action, breaks or defects in mains, or any other reasonable cause outside our control. (b) We will not be liable to you under this agreement in contract, tort (including negligence) or otherwise for any indirect or consequential loss or economic loss suffered by you as a result of the sale or supply of electricity or in connection with this Contract. (c) We will not have any liability howsoever arising in respect of, or in connection with, any failure of the services provided by ESB Networks, your Electricity Connection or any Distribution Services. (d) The Customer accepts liability for the care and maintenance of the Appliances and associated wiring at the Premises. (e) (f) We accept no liability arising in relation to your Appliances, the associated wiring or the maintenance of the Appliances or associated wiring. Nothing in this Contract will exclude or restrict our liability for damages arising out of liability for death or personal injury arising from our negligence. (b) (i) You may end this agreement by giving us 7 days notice by telephone or by writing to us (in accordance with Condition 17) and by paying the amount due for all electricity used up to the date of such termination and for any other charges and obligations in your tariff or services that we have agreed to provide to you under this Contract. (ii) You will remain liable for any electricity used in the Premises until this notice has expired and a) you have given us a Meter reading or b) you have given access to ESB Networks to read and de-energise the Meter or c) you have accepted an estimated Meter reading provided by us. If you cannot provide us with a closing Meter read we may provide you with an estimated read calculated by us, at our sole discretion. Where this happens, you agree to make payment in full based on our estimated Meter read. In the event that you cannot provide a Meter reading, do not accept our Meter reading or cannot provide ESB Networks access to the Premises, you may be charged a special administration fee of 65 in order to close your account. (iii) In the event of your death, either your personal representative, or the occupiers for the time being of the Premises, or both of them together, will be liable for any continued supply of electricity to the Premises until a new contract is entered into for the supply of electricity to the Premises or until this Contract is terminated. We may end this Contract in the following circumstances: (i) on giving you three months notice in writing where the continuation of the supply of electricity to your Premises is no longer economically viable; 18 Bord Gáis Energy Electricity for your home

21 (c) (ii) with notice if you have not paid any monies due by you under this Contract and we have followed our policy in our Code of Practice on Bill Payment in attempting to recover these monies; (iii) with notice If you continue to be in breach of these Conditions for one month or more, having received notice of any such breach from us; (iv) without notice, if the emergency response service or ESB Networks informs us that there is any risk of injury to persons or property as a result of any defects or suspected defects in the electrical network, meter installation or the Appliances; (v) without notice, if we consider that there is any risk of injury to persons or property by reason of any defects or suspected defects in the electrical network, meter installation, or your internal installations up to and including the Appliances; (vi) without notice, if we no longer have a Licence to supply your Premises; (vii) without notice, if a last resort supply direction is given to another supplier the Supplier of Last Resort) in respect of the Premises, and the Contract will end on the date that the direction takes effect (your data will be transferred to the Supplier of Last Resort in accordance with Condition 19 order that it can supply you with electricity); or (viii) with notice, if you do not agree to the installation of a Pay as You Go Meter or agree to enter into a payment plan for the recovery of debt, where suitable. The ending of the Contract, will not affect any rights or duties which have accrued to you or us prior to the Contract ending. (d) Where the supply of electricity is disconnected due to your default, you will pay us all expenses incurred and also the cost of de-energisation and of subsequent re-energisation, if any. (e) Further information in relation to our policy and procedures for causing premises to be disconnected from the electricity network is set out in our Code of Practice on Bill Payment which may be obtained by contacting us in accordance with Condition Complaints You may make a complaint in relation to any issue arising under this Contract by contacting our Customer Service Department in accordance with Condition 17. (b) Any complaints made by you will be dealt with by us in accordance with our Code of Practice for dealing with customer complaints. You may obtain a copy of this code by contacting us in accordance with Condition Variation of Conditions We may amend, vary or add to these Conditions at any time on giving you thirty (30) days notice in writing. If any variation, addition or amendment is unacceptable to you, you may end the Contract in accordance with Condition 12(i) (the unvaried Conditions applying during the 7-day notice period) otherwise you will be deemed to have accepted the new Conditions and these will become effective 30 days after we have served the notice of variation/ addition/amendment. (b) The Conditions shall be displayed on our website, or may be obtained by contacting us in accordance with Condition Assignment We may assign or transfer to any other person the benefit of this Contract or any or all of our rights and obligations hereunder without your prior written approval. You may not assign this Contract without our consent. Bord Gáis Energy Electricity for your home 19

22 16 Notices We will have given you proper notice: (i) If we send the notice by post to your last known address on the second day after the date it was posted; or (ii) If we address the notice to some or all customers in an advertisement. Notices may be included in any other communication we send you. (b) You will have given us proper notice if you send the notice by post addressed to us at our principal office in accordance with Condition Contact Details (i) Our Customer Service Department may be contacted: in writing: Customer Service Residential Electricity Bord Gáis Energy PO Box Dublin 1 (ii) by telephone: (iii) by telephone (outside Ireland): (iv) by fax: (v) by info@bordgais.ie (vi) Minicom: Certain information as provided in the Conditions may also be obtained on our website at (b) This contact information may be amended or varied from time to time. The up-to-date information in this regard will be displayed on our website and on your bill. 18 Bord Gáis Energy Codes of Practice and Customer Charter We have five Codes of Practice covering Complaint Handling, Marketing, Bill Payment, Special Services Customers and Priority Support Customers and Pay as You Go Meters which set out the way we do our business in each of these areas and the services and levels of service you can expect. To obtain a free copy please call us on or visit our website at www. bordgaisenergy.ie (b) We have a Customer Charter which sets out our customer service commitments and our 7 guaranteed service standards. If you believe that we have breached any of our guaranteed standards, you may apply for a Charter payment. To obtain a free copy please call us on or visit our website at 19 Data Protection Notice In order that Bord Gáis Energy may provide you with an effective service, it is necessary for Bord Gáis Energy to collect and use data relating to you while you are being supplied with electricity. This data is used mainly to manage your customer account and for operational reasons, including for example, visits to your Premises, works required at your Premises and construction and maintenance activities. In addition, data relating to you may be used for health and safety, administration, risk assessment, marketing and credit checking purposes. We may use the data relating to you to carry out credit checks and for fraud prevention with licensed agencies, fraud prevention agencies and other licensed electricity Suppliers. This data may be recorded by these organisations to prevent fraud, help make credit decisions about you and for debt collection purposes. Bord Gáis Energy 20 Bord Gáis Energy Electricity for your home

23 may keep your data for a reasonable period after you cease to be supplied with electricity but will not keep it for any longer than is necessary and/or as required by law. (b) Bord Gáis Energy may disclose your data to other members of the Bord Gáis Eireann group and agents who act on behalf of Bord Gáis in connection with the activities referred to above. Such agents are only permitted to use your data as instructed by Bord Gáis Energy. They are also required to keep your data safe and secure. In the unlikely event of our being unable to provide you with electricity, an alternative supplier may be directed to do so by the Commission. In these circumstances, we may need to pass certain data on to the new supplier to enable it to supply you with electricity. We may also share your data with the Sustainable Energy Authority of Ireland in order to fulfil legislative requirements. (c) From time to time you may speak to employees of Bord Gáis Energy (or agents acting on its behalf) by telephone. To ensure that Bord Gáis Eireann provides a quality service, your telephone conversations may be recorded. Bord Gáis Energy will treat the recorded information as confidential and will only use it for staff training/ quality control purposes, confirming details of your conversations with Bord Gáis Energy or any other purposes mentioned in this Notice. (d) If you sign-up for any of our online services and we communicate with you by , you are responsible for the security and integrity of your own account. You accept that electronic mail passing over the Internet may not be free from interference by third parties. Consequently, while we will take all reasonable security measures, Bord Gáis Energy cannot guarantee the privacy or confidentiality of information relating to you when passing over the Internet. (e) You have the right to ask for a copy of your personal data (Bord Gáis Energy is entitled to charge a nominal administration fee for this). If you wish to avail of this right, you should submit a written request to: Bord Gáis Energy - Data Protection Officer, P.O. Box 51, 1 Warrington Place, Dublin 2. In order to protect your privacy, you may also be asked to provide suitable proof of identification. If any of your details are incorrect please let us know and we will amend them. 20 Marketing Bord Gáis Energy, members of the Bord Gáis Eireann group and/or agents acting on behalf of Bord Gáis Energy may wish to contact you by text message, , post, telephone or in person with information about products or services (relating to gas, electricity or other products and services, including those offered by third parties) which may be of interest to you. Please follow carefully the instructions below to ensure that your marketing preferences are respected. If you do not wish to be contacted by or text message with information about Bord Gáis Energy products and services which relate to the supply of electricity or gas, please exercise your right of opt-out as described below. If you do not wish to be contacted by post, telephone or in person with information about Bord Gáis Energy products or services, including those which may not relate to the supply of electricity or gas, please exercise your right of opt-out as described below. How to exercise your right of opt-out When registering your marketing preferences with us, you are responsible for recording your preferences accurately. If you have multiple accounts with Bord Gáis Energy, you must ensure that your preferences are recorded accurately and inform us which accounts you wish to opt-out from. You can exercise your right of optout by either: Bord Gáis Energy Electricity for your home 21

24 writing to us at: Bord Gáis Energy Data Protection Opt-out PO Box Freepost F4062 Dublin 1 OR completing the Web Form on 21 General The headings in these Conditions are for convenience only and will not affect their interpretation. (b) If we waive a breach of the Contract by you, that waiver shall not be considered to be or include a waiver of any subsequent breach by you of the same or any other provision. (c) If a competent authority determines that any provision of these Conditions is invalid or unenforceable in whole or in part the validity of the other provisions of these Conditions and the remainder of the provision in question shall not be affected by that determination. (d) The Contract shall be governed and construed in accordance with the laws of Ireland and the courts of Ireland and Commission for Energy Regulation shall have jurisdiction to decide any disputes arising between us and you. 22 Bord Gáis Energy Electricity for your home