Natural gas services in Ireland

Introduction

Natural gas can be used for domestic central heating, cooking, real flame fires or tumble-drying. In addition, natural gas has a range of applications for business customers. It is piped underground and connected to properties so there is no need to store it. Over half a million homes and businesses in Ireland are connected to natural gas.

Responsibility for the natural gas pipeline infrastructure lies with Bord Gáis Éireann (Bord Gáis), a commercial State body, wholly owned by the Government, which operates in the energy industry. It has two main businesses – Networks and Energy Supply.

The gas supply market in Ireland has been gradually opened to competition in recent years. Since July 2004 all business users have been able to choose their own supplier. Since July 2007 residential customers have been able to choose their gas supplier. However, the majority of residential customers continue to be supplied by Bord Gáis Energy Supply or by a supplier called Flogas Natural Gas.

The Commission for Energy Regulation licenses gas suppliers. It also has a website for electricity and natural gas customers where you can view a full list of natural gas suppliers.

Bord Gáis Networks

Gaslink is the independent system operator with responsibility for developing, maintaining and operating the natural gas transportation system in Ireland. Bord Gáis Networks carries out work and provides services on Gaslink's behalf with regard to the natural gas transmission and distribution networks. Gas is brought from Kinsale Head off the coast of Cork, and from the North Sea gas fields, through a sub-sea interconnector pipeline at Loughshinney in North County Dublin. Natural gas is then transported through pipelines aroundt the country and is available in most towns and cities. You can view the full list of towns and cities with natural gas services on its website.

Bord Gáis Networks connects all customers to its network regardless of which gas supply company you use. You can find out how to get connected and the costs involved here.

It also provides site works services to customers who wish to have their gas connection altered in some way. There is more information on site work services and associated charges here.

Bord Gáis Networks is responsible for all gas network safety and maintenance. It carries out regular safety awareness promotions each year to highlight the key issues concerning natural gas and safety to both natural gas customers and to the general public. Its safety campaigns include:

• Raising the awareness of the risks of carbon monoxide poisoning
• What to do in the event someone smells natural gas at home or on the street 
• The importance of servicing appliances

It also operates a 24 hour emergency service line Lo-Call 1850 205 050 which you should contact if you smell gas and suspect that gas is escaping.

Gas Meters

Bord Gáis Networks installs and reads the meters that measure the gas used in any premises. Three times a year, a Bord Gáis Networks meter reader will call to your home to record the amount of gas used since the meter was last read. These meter readings are then passed to your natural gas supplier, who uses the information to prepare your gas bill.

If the meter reader cannot gain access to the meter, a Sorry we missed you card is left for you to submit your reading. You can also submit your meter reading directly to your supplier – see the websites of Bord Gáis Energy Supply and Flogas Natural Gas for more details.

Estimates of your gas usage are also made between meter readings or if the meter reader cannot gain access to the meter. To ensure that accurate estimates are made and that you receive an accurate bill, it is important that actual meter readings are taken.

When new meters are installed, they are located in external meter boxes. This permits the meter reader to record your gas usage without disturbing you. The meter box is locked and you have a key. You should keep this in a safe place and only open the box to:

• Check your meter reading
• Turn off the gas at the meter if you smell gas at home

If you have a meter box but do not have a key, you should contact Bord Gáis Networks on 1850 200 694, and one will be sent to you.

Older meters may be located inside your home. You should ensure that the meter reader has clear and easy access to the meter.

Meters are the property of Bord Gáis Networks and must not be interfered with in any way. Interference with a meter is prohibited by law and offenders can be prosecuted.

Natural Gas Suppliers

Bord Gáis Energy Supply is the main supplier of natural gas to residential customers in Ireland and also supplies natural gas to Northern Ireland. Currently, the only other supplier for residential customers is Flogas Natural Gas.

Opening and closing a gas supply account

If you are moving into a property which has natural gas installed you should contact a gas supplier to find out the supplier’s terms and conditions for supply and to get an application form. Details are available for Bord Gáis Energy Supply here and for Flogas Natural Gas here.

To ensure accurate billing by your supplier, it is recommended that a meter reading is taken when the previous occupier moves out or when you move in. To avoid the meter being locked or disconnected before you take occupancy, you should give as much advance notice as possible of the handover.

You are not liable for any gas used by the previous occupier, however if you have an outstanding gas bill from a previous address you may have to pay this bill to avoid interruption of the supply.

If you are an existing natural gas customer and you are moving home or wish to close your account, information on what to do is available for Bord Gáis Energy Supply here and for Flogas Natural Gas here.

If you are moving out of your home, it is recommended that you call your supplier in advance with a closing meter reading, your new address and the name of the new occupant (if known). If you do not do this you will be responsible for any gas used at the premises.

Codes of Practice and Customer Charters

Gas suppliers are required by law to produce Codes of Practice outlining their services to customers. These cover:

• Billing 
• Bill payment 
• Disconnection 
• Marketing 
• Complaints handling 
• Services for customers with special needs

Gas suppliers are also required to produce Customer Charters with guaranteed service levels for their customers.
To view these documents, visit your gas supplier’s website or contact your supplier for a free copy.

Bord Gáis Networks also has a Customer Charter and Codes of Practice covering various aspects of its business.

Contact information

Emergency 24 Hour Service LoCall (Gas Escapes): Lo-Call 1850 205 050.

Natural Gas Suppliers

Bord Gáis Energy Supply
Lo-Call: 1850 632 632
Website: www.bordgaisenergysupply.ie

Flogas Natural Gas
Lo-Call: 1850 306 800
Website: www.flogasnaturalgas.ie