Standards Of Service 2007
The following Standards of Service have been compiled to reflect the performance of the company against several measured criteria during the calendar year 2007. All figures and statements of fact are a snapshot as at 1st January 2008 and may have altered in the period since.
The Phoenix Natural Gas Group 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 our licence.
The following is a list of our standards and performance levels applicable to domestic customers for Phoenix Supply Ltd:
1. Customer Contact – Telephone Answering
Standard of Service: We will endeavour to answer all calls promptly.
Performance: We have maintained our call handling resource over the year with an improved level of customer contact response times.
2. Customer Contact – Customer Correspondence
Standard of Service: Written correspondence will receive a reply within ten working days. Correspondence may be responded to by telephone unless a written response is requested.
Planned Performance: 90%
Actual Achieved: 90%
3A. Customer Complaints – Complaints
Standard of Service: All complaints, whether made in person, by telephone, in writing, or otherwise will be recorded and classified.
Performance: All customer contacts have been recorded and classified.
3B. Customer Complaints – Complaints
Standard of Service: Complainants will receive a full response to their complaint within 10 days, where applicable.
Planned Performance: 85%
Actual Achieved: 98%
4. Phoenix Energy Care – Energy Care Register
Standard of Service: Phoenix Supply Ltd will maintain and promote the Phoenix Energy Care Register for our customers who are older (60 years or over), disabled or chronically sick.
Performance: Phoenix Supply Ltd promotes the Phoenix Energy Care Scheme on its billing literature and this website. All staff are trained to promote the Energy Care Scheme.
5. Phoenix Energy Care – Phoenix Energy Care Scheme
Standard of Service: 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 gas safety check within 28 days of receiving the request.
Planned Performance: 90%
Actual Achieved: 98%
6. Energy Efficiency – Reducing Your Bill
Standard of Service: As a major energy provider Phoenix Supply 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.
Performance: 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. Energy Efficiency information is provided on the back of every bill.
7. Meter Reading – Statement of Account
Standard of Service: 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 meter reader.
Planned Performance: 95%
Actual Achieved: 95%
More details about these standards can be obtained by telephoning Phoenix Supply Ltd on 0845 900 5253* or by writing to:
Phoenix Supply Ltd
197 Airport Road West
Belfast
BT3 9ED
*Calls cost from 3p per minute from a BT landline. Calls from other networks may vary.