PHOENIX SUPPLY LTD
STANDARDS OF SERVICE
PERFORMANCE - 2011
By the end of 2011 Phoenix Supply Ltd has a customer base of approximately 136,000.
Natural gas customers have benefited from a range of services such as special provisions for older and disabled customers under the Phoenix Energy Care scheme, and the provision of energy efficiency advice to keep bills as low as possible.
Phoenix Supply Ltd 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.
Phoenix Supply Ltd 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 Phoenix Supply Ltd licence.
This report is for the period 1 January 2011 to 31 December 2011.
The Standards
All the standards listed are applicable to domestic customers.
| STANDARD OF SERVICE | ACTUAL | PLANNED PERFORMANCE LEVEL | |||
| CUSTOMER CONTACT | |||||
| 1 | Telephone Answering We will endeavour to answer all calls promptly. | We have maintained our call handling resource over the year. | |||
| 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. | Phoenix Supply Ltd 98.3% | 90% | ||
3 3a | Customer Complaints All complaints, whether made in person, by telephone, in writing, or otherwise will be recorded and classified. | All customer contacts have been recorded & classified. | |||
| 3b | Complainants will receive a full response to their complaint within 10 days, where applicable. | Phoenix Supply Ltd 99.2% | 85% | ||
| PHOENIX ENERGY CARE | |||||
| 7 | Energy Care Register 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. | Phoenix Supply Ltd promotes the Phoenix Energy care scheme on its billing literature, and on the Phoenix Supply Ltd 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. | Phoenix Supply Ltd 100% | 90% | ||
| ENERGY EFFICIENCY | |||||
| 10 | Reducing your bill. 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. | 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. | Phoenix Supply Ltd 97.8% | 95% | ||
For more details about these standards, copies of the Phoenix Supply Ltd Standards of Service leaflet can be obtained by writing to Phoenix Supply Ltd, 197 Airport Road West, Belfast, BT3 9ED or by telephoning Phoenix on 08454 900 5253.