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.
your gas suPPly You will have a continuous supply of gas, which is supplied from a central storage point via an underground network of pipes.
........................................................................................................... Your meter will be read four times during the year and Calor will bill you for the gas you use. 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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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 • View all transactions and print copies of your bills • Submit meter readings to ensure up-to-date billings.
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?
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BETTER BILL CONTROL WITH CALOR
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.
At Calor, we have a number of options to make bill management easier.
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.
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.
Paperless Billing
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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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You 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. 3
account nuMBer:
Bill nuMBer: Each bill will have an identifying number. If you need to discuss any aspect of your bill, quoting this number will help us to identify it quickly.
This is your unique Calor account number. It’s helpful to have this to hand whenever you contact us in relation to your account.
Your Calor Bill
Billing address:
123456
Bill number:
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Bill date:
7. dec 2011
Next bill date:
22. Feb 2012
An address will be shown here only if it differs from the billing address.
Billing Period:
saMPle naMe saMPle address saMPle address saMPle county
6. sep 2011 1. dec 2011
Ph: 1850 812 450 e: info@calorgas.ie w: mycalorgas.com EMERGENCY NUMBER Ph: 01 2916229 For details on your meter readings in this period please see the reverse of the bill.
Previous Balance Payment received on 17. sep 2011 - thank you
233.26 -233.26
Opening Balance
This is the balance carried forward from your last bill.
PayMents: Any payments made by you since your last bill.
readings tyPe:
A: We have read your meter. C: You have read your meter and supplied us with your meter reading. E: We have estimated your reading based on your historical pattern of usage.
AMOUNT E
A = Actual Read, C = Customer Read, E = Estimated Read
Previous Balance:
understanding your calor Bill
FOR ENqUIRIES
Supply Address (if different):
saMPle naMe saMPle address saMPle address saMPle toWn saMPle county
suPPly address:
This is the period for which your gas usage is being billed.
Account number:
Billing Address:
This is your home address.
Billing Period:
0.00
Standing charge period 6. Sep 2011 - 1. Dec 2011 standing charge 0.27 for 87 days vat @ 13.5% total incl. vat
23.49 3.17
Meter Reading Period 6. Sep 2011 - 1. Dec 2011 gas unit rate 2.567 for 22m3 carbon tax 0.08999 for 22 m3 direct debit discount total excluding vat vat @ 13.5% Total including VAT
56.47 1.98 -0.80 57.65 7.78
oPening Balance:
Any amounts outstanding before this bill period.
26.66
standing charge Period:
This includes our costs for operating and maintaining the gas supply to your home. 65.43
Meter reading Period:
This details the charges relating to your gas usage in the period.
Ulster Bank Limited Calor Teoranta Calor Bank Account Number: 19516024 Sort Code Number: 98 50 40 Transaction Code: 71 Payment Reference
Signature
PLEASE PAY BY DATE
TOTAL E
17. dec 2011
92.09
This is the total of your bill for the period shown.
BANK GIRO CREDIT TRANSFER CASH E COINS TOTAL E CASH CHQs E ETC.
Date
total:
TOTAL
Please do not write or mark below this line and do not fold this counterfoil.
Please Pay By:
All bills must be cleared by the payment due date. Bills with arrears are due immediately. If your bill is paid by direct debit, the full amount owing will be automatically collected from your bank account on the date shown.
Front of bill (sample) 4
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Meter readings in the Period:
This section details any meter readings relating to the billing period. A: We have read your meter. C: You have read your meter and supplied us with your meter reading. E: We have estimated your reading based on your historical pattern of usage.
CONTACT US: Address: Calor Gas, Long Mile Road, Dublin 12. Website: www.calorgas.ie Email: info@calorgas.ie VAT Registration no. IE8F7638OJ Registered Office: Long Mile Road, Dublin 12 Company Number: 15249 Dublin
METER READINGS IN ThE pERIOD: A = Actual Read
Date
Opening
1. dec 2011 1,400
Closing
Usage
1,422
22 c
C = Customer Read
E = Estimated Read
EASy WAyS TO pAy - yOUR ChOICE
GENERAL INFORMATION
DIRECT DEbIT - The easy and convenient way to pay your bill. Simply fill out
RETENTION OF OWNERShIp
the form below and return it to the address above. Direct Debits will be taken on or after the date shown on the front of the bill.
ONLINE - Register at www.mycalorgas.com and you can pay your Calor bills and manage your account online 365 days a year. EASI pAy pLAN - For home owners, we have designed our Easi Pay Plan to
help you to spread the cost of your peak fuel bills throughout the year. You pay us for your full year’s supply of gas and standing charges in 12 equal monthly planned payments. If you would like to avail of Easi Pay Plan please call us on 1850 812 450.
TELEphONE - You can pay over the phone using Laser/Credit Card. Simply call our Customer Support Team on 1850 812 450 and we will be happy to process your payment and help with any other enquiries you may have. TELEphONE/INTERNET bANkING - If your bank offers telephone or internet banking, you may use these methods. • Please quote our bank sort code 98-50-40 and our bank account number 19516024. • You will need to tell your bank the amount you wish to pay and your Calor account number which is printed on the front of this bill. Your Calor account number must be used as your payment reference. by pOST - Send a cheque, postal order or bank draft to Calor Gas, Long Mile Road, Dublin 12. Please ensure you clearly quote your Calor account number to help us to process your payment promptly.
AT A bANk - Complete the payment slip overleaf, take your complete bill to a bank and pay over the counter. Please note, some banks may charge for this service.
CALOR GAS DIRECT DEbIT MANDATE Calor Gas Account Details
All gas appliances and equipment shall, unless otherwise authorised in writing by Calor Teoranta, remain solely and absolutely the property of Calor Teoranta as legal and equitable owner until the Customer shall have paid all sums due from the Customer to Calor Teoranta, in respect of this or any other liability owing to Calor Teoranta, but shall be at the Customer’s risk from the time of delivery.
hEALTh & SAFETy • From June 27th, 2011 it is an offence for any person to carry out domestic gas works on Liquefied Petroleum Gas (LPG) appliances/installations* unless they are registered as a Registered Gas Installer (RGI) with the Register of Gas Installers of Ireland (RGII). *Excluding portable equipment such as patio heaters and cabinet heaters e.g. supersers.
• The installation owner/user is responsible for the safe operation and regular maintenance of the gas installation and should arrange for safety inspection of all appliances/equipment and installation pipe work to be carried out on a regular basis and at least annually. • Safety literature and advice on regulations and standards are available on request from our Customer Support Department. • No person other than those authorised by Calor Teoranta should modify any mains or service pipework or any meter installation. No structure, ground works or digging should be completed in the vicinity of the underground pipework.
GAS LEAk OR EMERGENCy • Turn off all gas appliances and the gas supply at the tank, cylinder or meter. • Do not smoke, use naked flames or operate electrical switches or equipment. • If the smell is inside the building, ventilate by opening windows and doors. • Please contact Calor Gas immediately using the emergency telephone number: 01 2916229.
Originator number: 999636
Account number Name of Calor Gas account holder(s) Address bank/building Society Account Details Name of Bank/Building Society Address
2nd Signature
Account name Account number
INSTRUCTIONS TO ThE bANk/bUILDING SOCIETy I instruct you to pay Direct Debits from my bank/building society account at the request of Calor Gas. I understand that amounts may vary. I understand that Calor Gas may change the amounts and dates only after giving me prior notice. I will inform both the bank/building society and Calor Gas in writing if I wish to cancel this instruction. I understand that if any direct debit is paid which breaks the terms of this instruction, the bank/building society will make a refund. Signature
Sort code
(Banks may decline to pay Direct Debits from certain types of accounts)
Incomplete mandate forms may not be processed and will be returned to you for completion.
Date please complete and return to Calor Gas, Customer Support Team, Long Mile Road, Dublin 12.
Back of bill (sample) 6
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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.
.............................................................................................................. These 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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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 on the next page 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
How to read your Gas Meter
Calor is responsible for maintaining or modifying any mains and service pipework up to the meter outlet.
The gas meter records the amount of gas you have used in units of cubic feet/metres.
If you intend to do any building or maintenance work which is in the vicinity of the installation or over the pipe run to the house,OFFplease contact a member of our Customer Support Team for advice. You’ll find our contact details at the back of this booklet.
Our bills to you will state the meter readings. You will also be supplied with a key to open your meter box to check your meter reading at any time.* If your reading is in cubic feet, it will appear as a six digit number displaying as 0000.00F3. If your meter is in cubic meters, it will appear as an eight digit number displaying as 00000.000M3. (Please see diagrams below).
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ON
Turning Metered Gas Supply On
If you are unsure how to read your meter or need further details, please visit our website or contact a member of our Customer Support Team for assistance. You’ll find our contact details at the back of this booklet.
Turning Metered Gas Supply Off
OFF
ON
ON
OFF
G25 Flow
4 1 9 7 212 fr2/h.
-071 fr2/rev.
max.
pressure
w.
S161535
50 mbar
001448568
00
ft
1992
0 0 7 8 2 045 3
0-5 1983
Qmax: 4m3/h Qmax: 0,025m3/h
V
Pmax: 0.5 bar :1.2dm3
OFF
If you are turning off your metered gas supply, you must first turn off all appliance taps and pilot lights. Then turn the Emergency Control Valve to the OFF position i.e. when the lever is 90 degrees to the line of the pipe. ON (See diagram above). If the control is stiff, do not force it.
m3
Measurement
If your property is unoccupied for any extended length of time, it is recommended that you turn off your gas as above, except where the boiler is required to protect against frost damage. If you are turning on your metered gas supply, make sure that all appliance taps and pilot lights are turned off. Then simply return the Emergency Control Valve slowly to the ON position i.e. when the lever is in line with the pipe. (Please refer to diagram above). Then re-light all the pilot lights on all of your Calor appliances.
When reading your meter, only read the figures outlined above in grey. The figures in red do not need to be included. * Your meter may be installed in a cabinet which has a padlock on it. This is to ensure the prevention of vandalism. If you would like your meter reading at any time, please contact our Customer Support Team who will be happy to assist. You’ll find our contact details at the back of this booklet.
You must never paint the meter box or any equipment contained within it. Make sure the meter box is free from potential fire hazards and do not impede access to the meter.
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saFe use oF gas aPPliances
iF you sMell gas….
It is important that you make sure that all your appliances have been installed correctly.
Calor propane has a special additive to give it a distinctive smell - and so help with the detection of leaks.
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.
The smell is very pungent so that even the smallest leak is detectable.
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................................................................................................................. 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.
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
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
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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.
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.
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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
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CG701343/8.11/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