SSE Airtricity Gas NI Limited - Standards of Service

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Standards of Service

PHOENIX SUPPLY LTD

STANDARDS OF SERVICE

 PERFORMANCE - 2011

By the end of 2012 SSE 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 SSE Airtricity Energy Care scheme, and the provision of energy efficiency advice to keep bills as low as possible.

SSE 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.

SSE 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 SSE Airtricity Gas licence.

This report is for the period 1 January 2012 to 31 December 2012.

The Standards

All the standards listed are applicable to domestic customers.

 STANDARD OF SERVICESSE AIRTRICITY GAS PERFORMANCE LEVELPERFORMANCE LEVEL AS AGREED BY NIAUR & CCNI
            CUSTOMER CONTACT
1

Telephone Answering

We will endeavour to answer all calls promptly.

We answered 101750 calls, with an average wait time of only 9 seconds.
2

Customer correspondence

Written correspondence will receive a reply within ten working days. Correspondence may be responded to by telephone unless you request a written response.

94.9%90%

3

3a

Customer Complaints

All complaints, whether made in person, by
telephone, in writing, or otherwise will be logged
on our computer system and filed.

All customer contacts have been logged on our
computer system and filed.
3bComplainants will receive a full response to their complaint within 10 days, where applicable.97.1%85%
            PHOENIX ENERGY CARE
7

Energy Care Register

SSE Airtricity Gas will maintain and promote the
SSE Airtricity Energy Care register for our customers
who are older (60 years or over), disabled or
chronically sick.

SSE Airtricity Gas promotes the SSE Airtricity Energy care scheme on its billing literature, and on the SSE Airtricity
Gas web site. Customer facing staff are trained to promote the Energy Care Scheme.
9

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.

SSE Airtricity Gas (NI) Ltd

100%

90%
            ENERGY EFFICIENCY
10

Reducing your bill.

As a major energy provider SSE 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.
            METER READING
12

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.

SSE Airtricity Gas (NI) Ltd

97.8%

95%
      

For more details about these standards, copies of the SSE Airtricity Gas (NI) Ltd Standards of Service leaflet can be obtained by writing to SSE Airtricity Gas (NI) Ltd 197 Airport Road West, Belfast, BT3 9ED or by telephoning SSE Airtricity on 03454 900 5253.

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