CUSTOMER NOTICE UPDATE ON SUPPORT AND DELIVERIES DURING COVID-19
We hope that you and your loved ones are staying safe, well and warm during this unprecedented crisis. As a provider of essential services, we want to reassure you that our customer support centres in Drogheda and Belfast for our LPG, Natural Gas and Electricity business continue to remain open.
We are following best practice and the advice of the HSE in the Republic of Ireland and the PHA in Northern Ireland to avoid any non-essential activity that would risk spreading the COVID-19 virus.
In order to maximise the safety of our employees we have implemented social distancing protocols, including remote working, within our customer care centres. As a result, there may be some short-term impact on call answering times, but we assure you that your call will be answered, so bear with us during this period. You can also email us, whether it be for LPG, Natural Gas or Electricity, at firstname.lastname@example.org
Flogas Natural Gas & Electricity Commercial Customers
Flogas have been working hard with the CRU, Network Operators and other suppliers to investigate a possible measure to assist our customers whom have been forced to close their business following Government direction.
Together we are introducing a scheme in the Republic of Ireland to support SMEs with the costs associated to their energy supply whilst non-operational as a result of Covid-19. The measure will allow Flogas to suspend your supply charges for a period of 90 days from May 1st to the 31st of July providing you register with us and are accepted onto the scheme by the relevant Network Operator. In order to apply for the scheme you must meet all of the following criteria:
- You must have been operational for business prior to the 13th of March
- You are not an essential Services provider as defined by the Government in the context of Covid-19
- You have remained closed for a continuous period from March 28th
- You are a NDM commercial gas or a DG5 / DG6 commercial electricity customer (please note that DM/LDM gas and DG5a/DG6a electricity commercial customers are exempt from the scheme)
- You will remain closed for business until the date the relevant Covid-19 restrictions are lifted
Any applications received and accepted after May 1st shall receive benefit from the date of acceptance as there will be no retrospective credit or amendment of charges accrued prior to May 1st or the application date. You will only receive the scheme credit from the day that your application is registered and accepted by the Network Operator and all applications must be issued via your current registered supplier, i.e. Flogas. All applications must be received by Flogas by 10am daily to make the noon deadline for submission. If you submit your application after this time your credit will not be applicable until the acceptance on the following working day.
Once accepted onto the scheme your energy consumption will also be estimated to be zero. Please bear in mind that as you are declaring that you have ceased operations under this scheme and meter readings are not being taken by the network provider during the Covid-19 restrictions, should any consumption be identified following the scheme owing from under estimation during the period you will be fully liable for the related costs and will be back charged on the first invoice after identification.
For electricity customers PSO levy charges will continue to accrue as normal.
While you are registered on the scheme you will not be able to switch supplier, the restriction to switch supplier will remain in place until such time as the scheme has ended and a verified Networks meter read has been received and processed. Should your circumstance change to allow you become operational during the period you must inform us within 5 working days.
To apply for the scheme, please complete the relevant form below:
Our LPG supply chain is unaffected, with plenty of LPG in stock and our LPG delivery schedule is operating normally. We are working hard to ensure that all our customers, especially more vulnerable customers and those in essential healthcare services, continue to receive deliveries of LPG in a timely manner.
For LPG cylinder supplies, some of our dealers’ opening hours may be affected due to the coronavirus but supplies to them are not affected.
Petrol stations and DIY stores that stock LPG cylinders remain open. If you live in Dublin city, you can also order LPG cylinders online for home delivery at www.flogas.ie
NATURAL GAS AND ELECTRICITY CUSTOMERS
Our Natural Gas and Electricity supplies continue as normal. The network operators are working with all suppliers to ensure there is minimal impact on customers, including those on prepayment meters.
As meter readings are not being taken over during the COVID-19 restriction period, we will be using estimated consumption for billing purposes. If you want an accurate bill, you can submit your meter reading on 1850 30 68 00 or online (https://www.flogas.ie/my-account/my-account-natural-gas/submit-a-meter-reading-natural-gas.html).
For PAYG Natural Gas customers, please read our update here (link provided)
NATURAL GAS AND ELECTRICITY - PAYMENT OPTIONS
We always offer our existing customers the best rates available, so if you are not already on a contracted rate for electricity or natural gas, please contact us on 041 9874 874 for information on the best rate to suit your circumstances.
If you want to keep journeys outside home to a minimum, direct debit could be the option for you, just contact our customer support centre or email us at email@example.com
Alternatively, you can make a payment online at flogas.ie or via your online banking. https://www.flogas.ie/my-account/my-account-natural-gas/pay-a-bill-natural-gas/
In the event of an emergency in the Republic of Ireland, please use the following numbers:
LPG customers 041 9831041
Natural Gas customers 1850 205 050
Electricity customers 1850 372 999
In the event of an emergency in Northern Ireland, please use the following numbers:
LPG customers 028 9073 2611
Natural Gas customers 0800 002 001
Please check our website and social channels for updates.