Codes of Practice

If you require the Codes of Practice in an alternative format you can request a copy upon request. We will endeavour to accommodate customers with reasonable requests for an alternative format.

1. Contact Information

Go Power Contact Information:
 
At Go Power we are available to help and assist you, the customer at all times. We have provided below all the information required to contact us. You can contact us via telephone, email or post. We aim to respond to you as efficiently as possible and provide you with all necessary information;
 
Please contact our Customer Service Team on:

(028) 8676 0600
Monday - Friday 9.00am – 5.30pm

Email: support@gopower.energy

 
Customer Service (Greater Belfast Area)

Telephone:

(028) 9079 0000
Monday - Friday 9.00am – 5.30pm

 
Please also feel free to contact us in writing:

Go Power 
LCC House,
1 Lissan Road,
Cookstown,
Co. Tyrone,
N.Ireland
BT80 8EN

 
By email:
support@gopower.energy

 
Or visit our website:
www.gopower.co.uk

 
Other Helpful Contact Details you may require:
 
Electricity / Gas Meter Readings (Phone)   028 8676 0600
Electricity / Gas Meter Readings (Email)                                      meterreadings@gopower.energy


Electricity / Gas – 24hr Hotline                    028 8676 4477
Carbon Monoxide Incidents                         028 8676 4477
24hr NI Gas Emergency Service                 800002001  
                                                  
Electricity Faults & Interruptions (NIE T&D)                                                         
Gas Faults & Interruptions (Phoenix Networks)

Citizens Advice Bureau                                028 9023 1120

N.B. If you require the  'Contact Information' Codes of Practice in an alternative format a copy is available upon request. We will endeavour to accommodate customers with reasonable requests for an alternative format.

2. Complaints Handling Procedure

Codes of Practice for Complaints Handling Procedure
 
                                                                                                                                                   Image result for telephone with grey background  

Go Power is committed to the highest level of customer service excellence. We will provide our customers with efficient and timely customer enquiry handling. 

We strive to get it right for our customers. However, if you feel that we have not served you as well as you deserve, please make us aware so we can ensure that the issue is handled correctly and that it will not happen again.

If you have a complaint, we will ensure to:
  • Deal with your complaint as quickly and efficiently as possible
  • Find a solution to your complaint as fairly as possible 
  • Apologise for any mistakes that are made
  • Give you a full explanation 
  • Take appropriate actions to put things right 
  • Award compensation in appropriate circumstances
Customers can receive a copy of the Codes of Practice upon request free of charge.

We will do our best to help vulnerable customers to complain.

We will:

 
  • Provide services which will enable a customer who is blind or partially sighted to receive, by means that are readily accessible to such customers information about any bill or statement relating to the supply of electricity or any other services provided to the Customer
  • Make available facilities which will assist any customer whom is blind or partially sighted or deaf or hearing impaired and in possession of appropriate equipment, to enquire or complain about any bill or statement relating to the supply of electricity
  • Not de- energise, in in any month from October to March. the supply of Electricity if the customer at the premises is:
 
  • Of pensionable age
  • Disabled or chronically sick; and
  • Lives alone or only with other persons who are of pensionable, disabled or under the age of 18. 
The Code of Practice on Complaints Handling procedure shall include arrangements for establishing and maintaining a register which:
  • Lists all of the Customers who are of pensionable age, disabled or chronically sick and have asked to be included in the register;
AND
  • Contains sufficient information about the age, disability, or chronic sickness of each Domestic Customer in order to identify their special needs or requirements 
  • Informing on at least an annual basis, each of its customers of the existence of the register and how customers who are of pensionable age, disabled or chronically sick can be included on it.
  • Providing, without charge to a customer included on the register, advice and infromation on the services that can be provided because of his age, disability of chronic sickness; and
  • Providing the information in the register to any relevant party licensed under the Electricity Order to distribute electricity in an appropriate form and at appropriate intervals. 

How to make a Complaint

To allow us to deal with your complaint efficiently, you can contact us by either of the following options;

By Phone: The quickest way to resolve your query is to call us on 028 8676 0600 Monday to Friday 09:00 - 17:30.

If you have a query outside of these hours you can leave us a voicemail and we will respond to you as quickly as we can.

You can also email us at: support@gopower.energy

If you choose to write to us, you can request for your complaint to be reviewed by our Customer Service Department. Please write to us at;

Customer Service Department
Go Power Head Office
LCC House
1 Lissan Road
Cookstown
Co. Tyrone
N. Ireland
BT80 8EN

Visit us online www.gopower.co.uk

How We Will Handle Your Complaint

We take every complaint seriously and work with our customers to try and reach a reasonable solution as promptly as we can. We will review your complaint and the history on your account. This will ensure the Customer Service representative has all the relevant information to resolve your query as efficiently as possible. We will acknowledge complaints within 5 working days and aim to resolve all complaints within 10 working days.

In some cases, issues may be beyond our immediate control and cannot be resolved there and then. We will firstly explain why it cannot be resolved right away and highlight how we propose to resolve it.

We will always:
  • Log all complaints with a customer reference number and assign a customer agent. Your details will remain private (We ensure we work within your rights under the Data Protection Act)
  • Make a written record of your complaint the day that it was received
  • Make a record of the identity and contact details of the relevant person making the complaint or on whose behalf the complaint is made 
  • Record a summary of the complaint and any advice given or taken
  • Keep you informed of progress
  • Whether the complaint was resolved and if so the date it was resolved
  • Make a record of the complaint if it remains unresolved, if so we will record the date the consumer was advised it would be resolved, therefore they may pursue the complaint through the Consumer Council
  • Where applicable, we will suspend payment of the bill and all credit action until the issue is resolved 
If you still remain dissatisfied with the outcome of your complaint or feel that it has not been adequately dealt with, you can contact the Customer Service Department to deal with your query. 

If the Customer Service agent delaing with your complaint is unable to resolve your query they will transfer you to the Customer Service Manager without further dispute. 

If your issue remains unresolved, you can refer your complaint to the Managing Director for further review by using the contact details above.

If at any time you are unhappy with our response, you can contact the Consumer Council for Northern Ireland . This is a free and independent body which has the power to resolve customer disputes. Please note that your rights to proceed with any legal action are not affected should you request a referral to the Consumer Council and remain dissatisfied with the outcome.

Consumer Council for Northern Ireland

Address:                                Floor 3, Seatem House
                                                28-32 Alfred Street
                                                Belfast
                                                BT2 8EN

Email:                                     complaints@consumercouncil.org.uk
Website:                                 www.consumercouncil.org.uk
Telephone:                             0800 121 6022

A copy of this document can be obtained free of charge upon customer request. Please contact us via telephone, e- mail or letter.

Go Power Customer Helpline: 028 8676 0600

Lines open Monday to Friday 09:00- 17:30

www.gopower.co.uk

Response to Your Complaint

Most complaints or queries can be resolved over the phone immediately. However if we cannot resolve your complaint or query immediately, we will inform you how we propose to resolve it.

We aim to resolve all complaints within 10 working days. We will respond to your complaint or query by which ever method you contact us on; either written letter, email or over the phone.

We will compensate you if we fail to meet our obligations as set out in these Codes of practice. £30 will be applied to your account within 10 working days of agreeing that we failed to meet our commitments. 

If a refund is due on your account following the resolution of your complaint, it will be issued within 45 working days from the issue was resolved. This will be issued to you by the same payment method used to pay your bills such as direct debit, card payment or cheque.
 

3. Efficient Use of Electricity

Codes of Practice on the Efficient Use of Electricity

Image result for efficient use of electricity
 
At Go Power, in addition to helping you save money on you electricity supply through more competitive rates we also encourage you to save money through helping you reduce the electricity used at your Business premises. Please see below some of the tips we think will help to reduce electricity consumption and to help your business become more energy efficient.
 
Tips for Efficient Use Of Electricity for Business Customersrs

In order to try and reduce some of your energy usage, here is some useful energy saving tips:

Lighting in your Business

 

  • Use energy saving light bulbs, these may cost more, but they use far less electricity than normal bulbs, saving you money in the long run.
  • Turn off any lights you don’t need, but make sure you have enough lighting on stairs and hallways.
  • Keep your lampshades and bulbs clean. They give out less light if they are dirty.
  • Use lighter lampshades where possible. Darker lampshades give out less light so you might need to use a higher watt bulb with them.
  • Spotlights can be more expensive to run than other lighting, so avoid leaving them on for a long time. Were possible use sensor-activated lights
  • Fluorescent tubes give out more light and are good for kitchens and workspaces.
  • Consider how much light your business needs and see if you can take out one or two bulbs from a multiple light fitting. A small hallway may only need one 60 watt bulb instead of three. Make sure you turn off the light first and take care not to hurt yourself when removing the bulb.
 
Heating in your Business

 
  • Place heat reflectors behind radiators which are attached to outside walls, this reduces the amount of heat lost to the outside, especially in older premises without so much insulation. It is possible to buy special Radiator Foil for this, but tin foil (with the shiny side facing the radiator) will do nearly as well.
  • Seal up any drafts in doors and windows using draft excluders etc. For small drafts use stick on draft excluding tape, available from most DIY stores.
  • Draw the office blinds at night to keep the heat in (especially if you do not have double glazing).
  • Don’t heat rooms within the office space that are not in use.
 
Kitchen Spaces in your Business

 
  • Use the kettle to boil water for cooking, instead of heating a pan on the stove. Not only will this be more efficient, but it generally takes less time too!
  • Microwaves aren’t just handy for reheating leftovers. Use a microwave instead of the oven for fresh food too. They’re quick, easy and economical to use and they’re useful in your business for people eating at different times.
  • If you’re heating things in a microwave, try to use a microwave safe lid or cling film with holes in it to speed up cooking time.
  • Turn down the gas on a gas hob as soon as the water boils.
 Switch all electrical appliances, where possible off at the plug instead of using the 'standby' function. During standby the appliances are still using electricity.
 
Most electrical appliances now come with an Energy Label like below, which detail out the consumption of the appliance, it is grouped into different tiers from A-G, with A being the greenest and G being the products which have the most consumption. The older the product the more likely it will consume more than a newer, similar product. Even though the product may be more expensive to buy than a product with a bad energy efficiency rating, the better the Energy rating on the product, the more likely that you will be able to save money on your bill, due to decreased energy consumption of the product.

N.B. If you require the Codes of Practice on the 'Efficient Use of Electricity' in an alternative format a copy is available upon request. We will endeavour to accomodate customers with reasonable requests for an alternative
format. 

4. Efficient Use of Gas

Codes of Practice on the Efficient Use of Natural Gas
 
Image result for natural gas with red flame
At Go Power, in addition to helping you save money on your gas supply through more competitive rates we also encourage you to save money through helping you reduce the electricity used at your Business premises. Please see below some of the tips we think will help to reduce your electricity consumption and to help your business become more energy efficient.
 
Did you know?
Natural gas is the cleanest and most environmentally friendly fossil fuel.  Using natural gas significantly decreases carbon dioxide levels in the atmosphere.
 
 Reducing Natural Gas consumption in your Business
 
To avoid heat escaping from your home follow these tips:

  • Try to control the room temperature by using Thermostatic Radiator Valves instead of opening windows or door to let the heat escape. Remember that you could save up to 10% off your heating bill if you reduce the indoor temperature by 1ºC. Consider  installing double-glazing and draught-proofing doors. This can save you money and makes your house more comfortable.
  • Seal up any drafts in doors and windows using drafts excluders etc. For small drafts use stick on draft  excluding tape, available from most DIY stores.
  • Place heat reflectors behind radiators which are attached to outside walls, this reduces the amount of heat lost to the outside, especially on older houses without so much insulation.
  • Draw the curtains at night to keep the heat in (especially if you do not have double glazing.
  • If you are not using your fireplace, block up the chimney as a lot of energy is lost up the chimney flume.
  • Using a shower instead of a bath uses far less energy.
  • Avoid paying too much for hot water by making sure your cylinder’s insulating jacket is at least 75mm (three inches) thick and meets all relevant British Standards. If you have a thin jacket on your cylinder, add a second jacket over it. Taking a shower is normally cheaper than having a bath.
  • Only switch on your central heating when needed and refrain from heating up rooms which you do not use.  If you have a heating timer set it to go off before you leave home.
Don’t waste energy on standby
 
Switch all electrical appliances off at the plug instead of using the standby function. During standby the appliances are still using electricity, and astonishingly, this accounts for 6% of all electricity usage in the home.
 
Service your boiler
 
A faulty boiler wastes energy. Service it at least once a year by a Gas Safe Registered engineer to make sure your boiler works appropriately.  Fitting a new A-rated high efficiency condensing boiler can make a huge difference to your heating bills over time.
 
Energy efficiency

The natural gas industry supports ongoing research and development to produce new utilisation technologies aimed at improving the efficiency of natural gas fired equipment. A plant that was 'state of the art' twelve years ago may have been overtaken by the latest equipment and controls, which have the potential to reduce energy consumption, delivering economic and environmental savings. Using our advice you can review existing equipment and control systems and help your business become more energy efficient.

Space and Water Heating
Existing boilers and lightweight Low Water Content Boilers have efficiency 
levels of less than 85%.
Condensing Boilers and Air Heaters give efficiencies up to 95%, by condensing water vapour from the products of combustion.
Direct Fired Warm Air Heaters draw fresh air into the unit and heat it. This highly efficient system can deliver over 90% efficiencies and is ideal for places that need high ventilation rates.
Other systems include Radiant Heaters, Balanced-flue Convector Heaters and Packaged Roof-mounted units.
 
Require more information?
 
All these tips can be found in our website www.gopower.energy.
If you need personal advice please contact Go Power at:  028 8676 0600 or at support@gopower.energy and one of our customer service representatives will be able to provide you with information.
 
The Energy Saving Trust are an independent body, who provide information on how to save on your natural gas bill
 
Website: www.energysavingtrust.org.uk
 
Telephone: 0300 123 1234
 
External information sources
 
Bryson Energy Advice. Additional Information is also available at www.brysonenergy.org. The Bryson Energy Advice Line welcomes householder calls on impartial energy advice and any grants you may be entitled to.  Just call 0800 1422 865 for your local service or email at advice@brysonenergy.org
 
NI direct http://www.nidirect.gov.uk/index/information-and-services/environment-and-greener-living/energy-wise/energy-efficiency.htm
 
http://www.nidirect.gov.uk/index/information-and-services/environment-and-greener-living/greener-lifestyles.htm
 
NI Direct provides citizen’s advice in terms of energy efficiency, energy savings grants, central heating and insulation. It also provides information in regards to greener lifestyles. 

N.B. If you require the Codes of Practice on the 'Efficient Use of Gas' in alternative format a copy is available upon request. We will endeavour to accomodate customers with reasonable requests for an alternative format.