Codes Of Practice
The Codes of Practice charter aims to inform our customers on the range of support services available from Phoenix Natural Gas Supply.
The codes have been developed in consultation with the Office for the Regulation of Electricity and Gas (OFREG) and the General Consumer Council (GCCNI) and we value their input.
These codes of practice are here to make sure our product and services meet the needs of our customers.
Our Service Charter consists of six simple guides, these are:
1. Using gas efficiently in your home
We promise to offer you the best advice possible to help you maximise energy efficiency in your home and reduce your energy bills.
2. Using gas efficiently in your business
We promise to advise you on how to maximise energy efficiency in your business to help reduce your energy bills.
3. Services for people with disabilities and older people
We promise to make using gas as easy as possible, particularly if you are elderly or have a disability. We promise to ensure that the services we provide reflect your individual needs.
We promise to offer a range of payment methods to you and explain what you can do if you experience payment difficulties.
5. Using Pay As You Go (PAYG) meters
We promise to fully explain to you how a Pay As You Go (PAYG) meter works, where you can ‘top up’ your card and how to make the most of PAYG as a payment option.
If you are unhappy with any aspect of our customer service we promise to deal with your complaint efficiently and effectively and within agreed timescales. If you remain unhappy with the service we provide, we promise to advise you how to take your complaint further.
