THANKS FOR CHOOSING CALOR
THANKS FOR CHOOSING CALOR We are delighted that you have joined the growing number of Calor customers and we look forward to fulfilling our commitment to providing you with the best service possible.
.............................................................................. In this Welcome Pack, you will find helpful information relating to your gas supply, how you can manage your Calor account, and some helpful energy saving tips that can save you money - as well as important emergency and safety information. This booklet also outlines some of the great benefits you can enjoy with Calor and provides contact information, to ensure you have all the support you need.
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YOUR GAS SUPPLY With a Calor tank for your fuel supply, you can rest assured that you will never run out.
................................................................................................................. Your tank is equipped with an automated telemetry system that constantly monitors your fuel level, and automatically tells us when you need a top-up this means you never have to check the levels yourself. And, with a nationwide fleet of tankers on the road all year round, you’ll always be in constant supply.
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Remote Telemetry Monitoring Centre
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1. Telemetry gauge activates when LPG in your tank reaches certain level. 2. Our monitoring centre is alerted that there is a need for your tank to be refilled. 3. Calor Gas delivery tanker is dispatched from local depot. 4. Tanker arrives at your home to fill tank in plenty of time - guaranteeing you never run out.
For most customers, telemetry and automatic top-up are the most convenient for gas supply. However, if it is a holiday home that you are supplying, or a house that is unattended for long periods of time, it may be more beneficial for you to switch to ‘Order Only’ gas supply, ensuring that you are topped up only after you place an order. For cylinders, managing your supply is simple too. With our switch over system, you can ensure that you’ve always got plenty of time to order new cylinders - or buy them from your local Calor stockist.
If you would like to enquire about your gas supply, please contact a member of our Customer Support Team who will be happy to assist.
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Supply Guarantee If you are a domestic bulk tank customer on automatic top-up, we offer a supply guarantee.
........................................................................................... This guarantee states that if, for some reason, we let you run out, we will promise to deliver gas within 18 hours of the reported run-out. If we do not top up your gas in this time, 10% of the cost of your next Calor bill will be paid by us.* *
Terms & Conditions apply.
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BETTER BILL CONTROL WITH CALOR At Calor, we have a number of options to make bill management easier.
...................................................................................... To ensure that you don’t have to face large bills during the winter months, our Calor EasiPay Plan lets you spread the cost of your bills over an entire year, making 12 equal monthly payments. If you opt for our EasiPay Plan, and/or if you choose to pay us by direct debit, we can offer you discounts for both options today. Alternatively, you can pay by one of the following options: cheque, Laser/debit card, phone, post or online.
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Manage your account online You can also enjoy the benefits of managing your Calor account directly at www.mycalorgas.com
................................................................................................................... Once you complete a simple online registration, this website allows you to: • C heck your account details, whenever and wherever you want • View and pay your Calor bills online • Place an order for gas delivery • View and print all transactions, invoices and statements.
WIN A FREE iPAD
To be in with a chance to win a free iPad, simply log on to www.mycalorgas.com and complete a quick customer survey.* *
One winner picked each quarter, winners contacted by phone.
Manage your account on the move Want to check your account while you’re out and about?
................................................................................................................... No problem, because mycalorgas.com is now available on your mobile. Access your account information anytime, anywhere, and enjoy the same great features that the website offers you. Register your details online at mycalorgas.com, then follow the link mycalorgas.com/mobile on your phone to use the mobile version on the go.
Paperless Billing With paperless billing, you will never have to worry about keeping track of your bills, as they will always be available in the one place should you need them.
................................................................................................................... It means you’ll receive less paper in the post, and you’ll be doing your bit for the environment too! To register for paperless billing, please visit www.mycalorgas.com and sign up today. 5
Delivery date:
Document date:
This is the date of the delivery that the invoice refers to.
This is the date that the invoice has been issued.
invoice number: This is the unique number generated for each invoice sent out to you.
Delivery Docket NO: This is the unique number of the delivery docket used on the day of your delivery. 1234567
Invoice Number: Document Date: 09/05/11 Delivery Date: 26/05/11 Delivery Dkt. No: 12345
Calor Gas Long Mile Road Dublin 12 Invoice Address
quantity:
description:
Description
This section of the invoice will outline the type of gas delivery that you have received. For domestic customers, this will specify: bulk propane, any discounts that apply and the carbon tax applicable.
Delivery Address sample name sample address sample address sample county
sample name sample address sample address sample town sample county
This outlines the quantity of gas delivered on the specified date. This will be displayed in litres.
Your Order No: Account Number: 12345 Delivery Account: 12345
Quantity
bulk propane Direct Debit Discount Top-up Discount Carbon Tax Propane
808 Litres 808 Litres 808 Litres 808 Litres
Unit Price
VAT %
Line Amount
0.6429 – 0.01 – 0.01 0.02464
13.50 13.50 13.50 13.50
519.46 – 8.08 – 8.08 19.91
vat summary: This section specifies the total taxable amount on the invoice and calculates the VAT at 13.5% to give the overall VAT that is owed.
Currency: EUR
VAT Summary Taxable VAT % VAT
Total Goods:
– 16.16 539.37 0.00
Total VAT:
13.50 13.50 0.00
– 2.18 72.81 0.00
Total Value:
VAT Reg No. IE 1X 12345 X
contact details: All contact details are displayed in this box should you have any queries in relation to your invoice.
For Enquiries Telephone: FAX: Email: Website:
+ 353 1 4505000 + 353 1 4506070 info@calorgas.ie www.calorgas.ie
Front of bill (sample) 6
Terms 30 Days E&OE
For Calor Gas Deliveries and Orders Dublin: Bulk Gas 01 8555451 Cyl Gas 01 4597777 Cork: Bulk Gas 021 4509691 Cyl Gas 021 4661269
01 8557862 01 4519064 021 4502279 021 4661491
523.21 70.63 593.84
understanding your calor bill
Account number:
This is your unique Calor account number which identifies you as a Calor customer. Delivery Account:
This is usually the same as your account number, unless the delivery address for your gas is different to the invoice address (e.g. for a holiday home). unit price:
This will outline the price for 1 litre of gas. It will also outline the unit value of any discounts and carbon tax applicable. VAT %:
The VAT is displayed here for information purposes only. Line amount:
This is the total amount when the quantity is multiplied by the unit price. Total:
This item displays the total amount owing on the invoice inclusive of VAT. terms:
The minimum terms for payment of the invoice are displayed here. deliveries/orders contact details:
If you would like to place an order for gas or get a delivery, the relevant contact numbers are displayed here.
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account information:
contact numbers:
The end date for the account period specified is outlined here, along with your account number.
The contact numbers for placing an order are displayed here.
Address:
statement
Your address is displayed here.
PAGE: 1 Dublin Calor Teoranta, Long Mile Road, Dublin 12. Telephone 01-4505000 Fax 01-4506070
reference: Your invoice number and method of payment will be outlined here.
date: The date of the invoice and any payments sent through will be outlined here.
Bulk Gas: Cyl Gas:
phone (01) 8555451 (01) 4597777
Calor Gas Deliveries
fax (01) 8557862 (01) 4519064
cork
phone (021) 4509691 (021) 4661269
fax (021) 4502279 (021) 4661491
To: sample name sample address sample address sample town sample county
date
reference
07/01/11 05/02/11 28/02/11
1234567 1234 12345678
delivery Dkt. No. 1234X12345 1234X12345
description bulk gas bulk gas Payment from customer
account period to
28/02/11
account no.
12345
original amount
outstanding amount
1,184.75 831.24 – 1,184.75
0.0 831.24 0.0
notification: This notification outlines that any money sent to Calor after the date specified on the statement will not be shown.
cash received after the statement date is not shown
bank giro: 831.24
If you choose to pay by bank giro, you can take this to your bank to fill in the details and post back to Calor. A bank giro will only appear at the end of your statement when there is money owing on your account.
Front of statement (sample) 8
understanding your calor statement
delivery Docket number:
The delivery docket number used when the gas was delivered will be specified here. description:
The type of delivery and detail of payment received will be outlined here. original amount:
The original amount specified on the invoice as due for payment will be outlined here. outstanding amount:
Any amount that has not been paid on the date the statement is issued will be highlighted here.
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USING YOUR ENERGY EFFICIENTLY At Calor, we are acutely aware of the environmental challenges facing all of us.
.................................................................................................. We have a sustainability programme with the primary objective of reducing the carbon emissions of our company by 25%, by 2020. We are committed to a policy of encouraging energy efficiency, so we thought it would be useful to share some of our expertise with you. Saving energy in the home will help the environment - and save you money. SAVE MONEY WITH THESE ENERGY-SAVING TIPS: • For central heating, consider having a fully zoned time and temperaturecontrolled system fitted, with at least 3 zones, e.g. living areas, sleeping areas and hot water. The heating controls you see here are available through RVR Technologies - www.rvr.ie - or other reputable energy product suppliers.
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• 20°C is the ideal room temperature for living areas. Turning down your thermostat by just 1°C can save you up to 10% off your heating bill.
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• All gas boilers should be serviced annually by a suitably qualified person, and make sure to seek their advice on the optimum temperature setting for your boiler, to maximise efficiency. If your boiler is over 10 years old, you should consider replacing it.
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• Your hot water cylinder should have a thermostat fitted to ensure that you heat only the water you need. Thermostats are available through RVR Technologies, or other reputable energy product suppliers.
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• High efficiency glass-fronted gas fires raise the temperature in a room faster than standard models, resulting in lower running costs and reduced carbon emissions.
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• Instead of turning on your central heating, you can heat just one room with a mobile heater, thus saving energy and reducing costs in real terms.
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find more tips online These tips are just a few of the ways you can save energy around the home.
....................................................................................... For further advice, please visit www.calorgas.ie, where you’ll find more energy saving tips, as well as a carbon calculator that lets you calculate the carbon savings that you’re making with Calor.
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Refer a Friend As a Calor home energy customer, you already know how easy it is to switch to Calor and begin enjoying all the great benefits of LPG central heating, hot water on demand, convenient cooking and the warmth of a real flame fire.
.................................................................................................................. So, why not recommend the ease and versatility of Calor to a friend or family member? If they sign up as a new home energy customer and place their first order for gas, we’ll post out a €100/£85 SuperValu shopping voucher to both of you*. All you have to do is fill in your details below, then fill in your friend/family member’s details, and return the completed form to us. Don’t forget to tell them that they can shortly expect a call from us, as well as a SuperValu voucher if they sign up! Remember, you can refer more than one friend or family member. ‘Refer a Friend’ can also be completed online on www.calorgas.ie 12
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Terms and conditions apply. For a full list of terms and conditions, please see www.calorgas.ie
Please cut off this section, complete, and return in an envelope to: Calor Teoranta, Long Mile Road, Dublin 12. Your Calor account number Name on account Address on account Telephone number
Email address
What do you currently use Calor for? Heating Cooking Hot Water How old is your boiler? 0-5 years 5-10 years
10-15 years
Tumble Drying 15-20 years
Mobile Heating 20 years+
Referred Friend/Family Member details. Name Address Telephone number
Email address
Barbecue
Patio Heater
have you considered gas appliances? As well as supplying gas for central heating, Calor also offer a wide range of appliances for cooking, water heating, mobile heating, tumble-drying and gas fires.
................................................................................................................. If you are already using gas for your central heating, you may also wish to switch over your other appliances to gas. To find out more about gas appliances, please contact a member of our Customer Support Team or visit our website for further information. You’ll find our contact details at the back of this booklet. Please refer to the table below to see which gas supply can be used for each application.
Application
Tank Supply
Cylinder Supply
Central Heating Hot Water Cooking Tumble Drying Gas Fire Mobile Heater Patio Heater BBQ
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SAFETY & EMERGENCY Your installation is equipped with a two-stage pressure reduction system which is normally mounted directly on the tank.
.................................................................................................................. This ensures that gas is supplied into your home at constant pressure. If you leave your house unattended for any length of time, such as during holidays, it is sensible to turn off all your gas appliances and the Emergency Control Valve. (See diagram below.)
Tank Safety Tank Service Valve
Diagram not to scale
Emergency Control Valve
Gas
Liquid
How to read your Contents Gauge Your contents gauge is a dial located at X on the Tank Safety diagram above. There is usually a plastic white cover over the gauge which you will need to open in order to read it. The dial will show how much gas is in your tank. If you are not on automatic top-up or telemetry, when your tank falls below 30%, please contact a member of our Customer Support Team to place an order for a delivery of gas. You’ll find our contact details at the back of this booklet.
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30 20
40 50 60
70 80 85 90 95
MAX
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PRESSURE REGULATORS The regulator system is owned and maintained by Calor, incorporating safety features known as underpressure and overpressure shut offs (UPSO and OPSO).
................................................................................................................. The system precisely controls the gas supply pressure at the constant level required for your appliances. It will automatically shut off the gas supply into your home, in the unlikely event that this pressure becomes unacceptably low or high. The regulators are set and selected when they are installed and should give many years of trouble-free service. Regulators must only be installed by a qualified registered gas installer. (Please refer to our website for a full list of qualified installers.)
Pull
The underpressure shut off (UPSO) could operate for a number of reasons, stopping your gas supply. If this occurs, you can reset the UPSO yourself by pulling on the spindle displayed in the diagram above. The spindle is located at the top of your tank. Please refer to our website for instructions. You’ll find our contact details at the back of this booklet.
SAFE USE OF GAS APPLIANCES It is important that you make sure that all your appliances have been installed correctly.
................................................................................................................. Gas appliances should be serviced annually and inspected by a registered gas installer. If there is anything you are concerned about, please contact your installer for assistance (please refer to our website for a full list of installers in your area). You may also contact your Calor retailer or supplier for advice about your appliances.
Carbon Monoxide Detector
Calor also recommends the use of carbon monoxide detectors in your home. More information about carbon monoxide detectors is available on our website, where they can also be purchased. Visit www.calorgas.ie
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IF YOU SMELL GAS‌ Calor propane has a special additive to give it a distinctive smell - and so help with the detection of leaks.
................................................................................................................. The smell is very pungent so that even the smallest leak is detectable. IMPORTANT: Never look for a leak with a naked flame. If you suspect a gas leak, turn off gas supply at the tank, cylinder or meter and turn off all gas appliances. Open all doors and windows and call the Calor Gas Emergency Service number as outlined below. Do not touch any electrical plug or light switches and do not smoke or use a naked flame.
Emergency Service Numbers: ROI: 01 291 6229
NI: 0845 075 5588
FLUES When using a gas-fired boiler in your home, it will also be fitted with a flue, which is usually a pipe coming from the top of the boiler or a rectangular section leading to an outside wall or out through a chimney.
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It is there to remove the carbon dioxide and water vapour produced by the burning of gas. The flue should be inspected fully when the appliance is serviced, to check its integrity and proper termination. Gas boilers and flues should be serviced annually and inspected by a registered gas installer. For a full list of installers, please refer to our website.
Flue out through chimney
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Flue on outside wall
ventilation When using gas appliances, it is essential to have an adequate supply of fresh air.
........................................................................................................... Please ensure that any room where gas appliances are used has a ventilator or grille which is not blocked by anything. If a room becomes stuffy, open a door or a window immediately. If in doubt or if you would like further information, please seek advice. You’ll find our contact details at the back of this booklet.
IN THE EVENT OF GAS SUPPLY FAILURE/LOSS OF GAS PRESSURE Check there is gas in the tank/cylinder. If you have no gas: 1. Turn off the tap at each appliance. 2. Shut all valves. 3. Call Calor for tank or meter supply or your Calor Dealer for cylinder supplies. You can contact Calor Customer Support Team if you have any issues with your gas supply. For further technical information about your gas supply, please refer to the safety section of our website at www.calorgas.ie/calor-at-home/safety-emergency 17
CG701342/8.11/ISS.1
Calor contact
For information, advice and support on all Calor products and services, contact our Customer Support Team.
In the event of an emergency outside office hours, please dial:
ROI: 1850 812 450 NI: 028 9045 5588
ROI: 01 291 6229 NI: 0845 075 5588
Calor complies with the International Organisation for Standardisation ISO 9001.
Email: info@calorgas.ie www.calorgas.ie