Section 2: Contracts and Billing
1. What minimum information is my supplier obliged to give me on my bill?
The Utility Regulator is currently consulting on a proposal that lists the details that should be set out on or each with bill. At present suppliers are already required to provide regular billing information to customers. Some suppliers will already provide more detailed information on a voluntary basis or at least on request to customers.
The Consumer Council has produced a guide to utility bills called ‘Bills made easy’. You can contact the Consumer Council for further details.
2. Who do I contact if my bills do not contain the minimum requirements requested by EU legislation?
You should contact your supplier in the first instance. If you need any further information contact the Consumer Council [0800 121 6022] or the Utility Regulator [028 9031 1575] for advice and information.
3. Where can I obtain information on my actual consumption over a given period: a year or a month?
If you receive quarterly bills you can use these to calculate your consumption over a year. If you have a Pay As You Go meter you can obtain this information directly from your meter or you can keep your receipts and use these to calculate how much you have spent in the year. If you have any difficulty, you can contact your supplier and request this information.
4. What information should I ask a potential supplier before entering a contract?
- What is the best tariff they can offer for my cirucumstances? It will help if you provide the name of your current tariff and how much you have spent on electricity over the past 12 months.
- Am I ‘locked-in’ to this product for a fixed period? How much will it cost to end the contract before this?
- Are prices fixed for a specific period?
- Is there an introductory offer? How long will it last? What happens when it expires?
- Are there any extra costs involved, for example, paying a security deposit? Charges for buying a Keypad top up?
- Details of the cooling off period and who you should contact to cancel during this period. No cancellation charge will apply if the cancellation is requested during this period.
- Do I have to read my own meter and if so are there any penalties for not reading it in time?
- Does the offer require me to manage my account online?
- How can I pay? Is there discount or any additional charge if I choose to pay:
by direct debit?
by standard credit?
by prepayment (card or keypad meter)?
by frequent payment scheme?
What additional services can you offer? For example, large print bills or speaking bills? - Ask for a written quote and either a copy of the contract or Terms and Conditions. Always read the small print before signing an agreement.
The Consumer Council has produced leaflets on switching your domestic gas and electricity suppliers. To get a copy contact the Consumer Council.
5. How can I obtain access to complete and comprehensible information on supply offers?
All suppliers provide information on tariffs on their websites. The Consumer Council for Northern Ireland also provides information which can be found at:
6. Once a contract is in force, how do I access full information on its complete contents including all standard terms and conditions?
Your supplier must give you a copy of the Terms and Conditions of your contract; if you wish to take more time to read through the terms and conditions, ask the supplier to give you time to do this before signing.
The supplier should give you a copy of your contract after you have signed it; keep it in a safe place as you might want to read it again. You have up to 10 working days to change your mind after signing the contract.
If you lose your contract you can request a copy from your supplier.
7. What are the general rules for cancelling my contract? In particular, when
moving to a new address?
letting my apartment / house to somebody else?
switching to another supplier?
Domestic consumers usually have an ‘evergreen’ contract under which they will continue to receive their energy supply until they cancel the contract, move premises or switch supplier.
Suppliers will have different requirements for closing accounts and this will be stipulated in your contract. Some suppliers may charge an exit fee so it is important to check the terms and conditions before you sign up and when cancelling your contract.
8. Where can I find out about my suppliers own conditions for cancellation?
The terms and conditions of your contract must contain a termination clause which details what you have to do to end your contract. This may involve a set period of notice you need to give your supplier. If you do not have a copy of your contract, look for the Terms and Conditions on the suppliers’ website or contact your supplier.
9. Do I have the right to cancel my contract if
the price changes?
I am moving to other premises?
price changes
Yes. If the price of your electricity or gas is changing your supplier must let you know. They must also tell you that you have the right to cancel the contract if you do not want to pay higher charges for example and tell you how to do this. Some suppliers offer fixed term products and there may be charges for leaving a fixed term contract before its expiration – make sure to check this with your supplier.
moving to other premises
Yes. However, there may be a cancellation charge, depending on the Terms and Conditions of your contract.
10. I have moved / switched to a new supplier. Do I still have to pay my bills for my old address / coming from my former supplier?
Switching
Your new supplier will normally inform the old supplier that you have switched. After switching supplier you will receive a final bill from your old supplier covering the energy you used between the last bill and the day you switched to the new supplier, plus any outstanding previous charges. This bill will be sent to you within 6 weeks of changing supplier, which you are obliged to pay.
Moving
If you are moving house you need to inform your supplier and give them the moving date and a closing meter read. You will receive a final bill for your old address. Once this has been paid you should receive no further bills for your old address. It is important that you ensure you tell your supplier that you are moving address as you may still be considered responsible for consumption at your old address and receive bills for this, even if you move out and have not informed them.
11. What complaint handling mechanism has my supplier set up? What are the dispute resolution procedures in my area? To whom can I address myself for assistance without cost?
Your supplier must have a Code of Practice detailing its complaints procedure. Ask you supplier for a copy.
If you cannot resolve your complaint with your supplier, you can contact the Consumer Council who may be able to help you resolve the complaint. In some cases, the Utility Regulator can resolve the complaint where the Consumer Council is unable to do so.
12. Is there a minimum level of supply quality? Am I entitled to compensation if the predetermined quality of supply is not met?
Energy supply companies must adhere to a number of Codes of Practice that stipulate the minimum levels of service you should receive. You can request copies of these Codes directly from your energy supplier.
NIE has a Guaranteed Service Standards scheme. If NIE fails to meet the appropriate standard you will be entitled to receive a fixed financial amount. Details of the standards this covers is available on the NIE website. The scheme covers problems like an interruption to your electricity supply.
Following consultation, the Utility Regulator is currently finalising its decision paper outlining Guaranteed Services standards in gas which will apply to Phoenix Natural Gas and firmus (the network operators). This scheme will be introduced during 2012.
It is important to note, in both gas and electricity, regardless of your chosen supplier, the quality of your supply will be the same.
13. What steps must a supplier take first before disconnecting me from supply for an unpaid bill?
If you are having payment difficulties contact your supplier as soon as possible. Your supplier must:
• Offer you advice on using gas or electricity more efficiently to help you reduce your bills;
• Work with you to produce a realistic payment plan;
• Offer you a prepayment meter to help you budget for electricity or gas.
If you feel you are struggling to make ends meet and need help, contact a money advisor at
one of the following organisations:
advice4debtNI: Freephone 0800 917 4607
Advice NI: 028 9064 5919
Citizens Advice: 028 9023 1120
Consumer Credit Counselling Service: Freephone 0800 027 4990
14. What steps should I take if I think that one of my contract terms has been changed without adequate notice? Who should I contact?
Contact your supplier in the first instance. If you are still unhappy contact the Consumer Council on 0800 121 6022 as a first step for advice.