• putting customers first
• what you can expect from us
• what we expect from our customers

firmus energy's vision is to become Northern Ireland's 1st choice energy provider for industrial, commercial and residential customers. Sounds great. But how do we make it a reality?

We think the answer is simple: by putting customers first.

That's why we've created this customer charter.

It sets out, in clear language, exactly what you can expect from us.

It gives us a set of standards that we aim, not just to meet, but to exceed.

• Our fully trained staff will explain the connection process and any associated costs to you.
• We will use clear and understandable language.
• We will send you clear bills in plenty of time for you to pay.
• We will offer a range of payment options to make paying for gas easy.
• Our costs will be clear and easy to understand. We won't hit you with unexpected costs or charges.
• We may offer a connection, only if there is an available gas supply.
• If you accept our conditions (and any associated connection costs), we will connect you within 30 working days.
• If we cannot provide a gas supply, we will explain the reasons why.
• We will install all pipework and fit the gas meter according to our connection policy.
• Within five working days, we will repair any damage caused after connecting your supply.
• We will take responsibility for any issues you raise about our service or that of our contractors or associates.
• We will sort out your complaints quickly and efficiently.

• You must pay for the gas you use in line with our credit and payment policies.
• You must tell us if you have not received a gas bill for a significant period of time or if your payments have not been processed correctly.
• You must sign all relevant documents, such as gas application forms, as soon as you receive them so we can process your application to supply or connect the gas.
• You must tell us about any wayleaves we may need and make sure that they have been signed.
• You must tell us about any problems you have with our services so that we can improve them.
• You must keep to any safety guidelines we have given you on using gas, including reporting any gas leaks using our emergency phone line.
• You must use a CORGI-registered installer for all gas installations and servicing.