PHOENIX SUPPLY LTD
STANDARDS OF SERVICE
PERFORMANCE - 2011
By the end of 2012 Airtricity Gas has a customer base of approximately 123,800 in the Greater Belfast area.
Natural gas customers have benefited from a range of services such as special provisions for older and disabled customers under the Airtricity Energy Care scheme, and the provision of energy efficiency advice to keep bills as low as possible.
Airtricity Gas offers customers a range of payment methods. Pay As You Go (PAYG) meters continue to be the most popular option for domestic customers as they are an excellent budgeting tool that provides customers with added choice and more control over their gas consumption.
Airtricity Gas is committed to delivering a high quality service to its customers. The basis upon which our performance is measured is the company’s service standards. The targets themselves have been fully endorsed by the Northern Ireland Authority for Utility Regulation and the Consumer Council for Northern Ireland, the consumer body charged with representing the interests of gas consumers, in accordance with condition 2.15 of the Airtricity Gas licence.
This report is for the period 1 January 2012 to 31 December 2012.
All the standards listed are applicable to domestic customers.
|STANDARD OF SERVICE||AIRTRICITY GAS PERFORMANCE LEVEL||PERFORMANCE LEVEL AS AGREED BY NIAUR & CCNI|
We will endeavour to answer all calls promptly.
|We answered 101750 calls, with an average wait time of only 9 seconds.|
Written correspondence will receive a reply within ten working days. Correspondence may be responded to by telephone unless you request a written response.
All complaints, whether made in person, by
|All customer contacts have been logged on our|
computer system and filed.
|3b||Complainants will receive a full response to their complaint within 10 days, where applicable.||97.1%||85%|
|PHOENIX ENERGY CARE|
Energy Care Register
Airtricity Gas will maintain and promote the
|Airtricity Gas promotes the Airtricity Energy care scheme on its billing literature, and on the Airtricity|
Gas web site. Customer facing staff are trained to promote the Energy Care Scheme.
Phoenix Energy Care Scheme
For those customers who are registered on the Phoenix Energy Care Scheme, who qualify for and have arranged a free gas safety check, Phoenix Supply Ltd will arrange to carry out the free safety gas check within 28 days of receiving the request.
Airtricity Gas (NI) Ltd
Reducing your bill.
As a major energy provider Airtricity Gas (NI) Ltd has a duty to promote the efficient use of our product. We will do this by training relevant staff, by offering free energy efficiency advice to customers and promoting energy efficiency to customers and potential customers.
|New Staff are provided with energy efficiency advice as part of their Induction Training. Staff are also provided with specific energy efficiency training and supporting literature throughout the year.|
Statement of account
Phoenix Supply Ltd will provide a statement of account at least once a year for standard credit and direct debit customers based on an actual meter reading. This may be a read provided by the customer or a read carried out by a Phoenix Supply Ltd meter reader.
Airtricity Gas (NI) Ltd
For more details about these standards, copies of the Airtricity Gas (NI) Ltd Standards of Service leaflet can be obtained by writing to Airtricity Gas (NI) Ltd 197 Airport Road West, Belfast, BT3 9ED or by telephoning Airtricity on 08454 900 5253.