ESB Disconnection

[Mrs Doyle]

Hi,
We have recently moved house (renting), and when I signing up for ESB, I checked the website where they gave a specific procedure for tenants moving into new house and changing ownership with Electricity still live, i.e. fill in this form and send to us. The did not give a phone number to ring in these steps.([broken link removed])
So I did so, and thought no more about it until less than a month later I arrived home to find electricity disconnected. Now this was all without warning. When I rang she said that they didnt have my name on the system and I should have rang first day (postal backlog or something). No explanation was given for lack of warning. They are now issuing us with a €90 reconnection fee.
What are my rights? Surely we dont have to pay this?! We did everything according to the website, and especially the no warning?

 

[ajapale]

Did you follow the instructions as outlined in the ESB website? Have you kept a copy of the completed forms which you returned to them?

Moving house is an exciting but demanding time with so many things to think about.

We in ESB Customer Supply would like to make our part of your move quick and easy for you.
The address you are leaving If you would like to close your ESB account please take a Meter Reading when you leave the premises. Where possible agree this reading with the new occupier. This reading will be used as the change-over reading. If you are NOT opening another electricity account simply complete the Closing Account Form »»

Your NEW Address Please download our [broken link removed] ([broken link removed]*). This Supply Agreement is your contract with ESB Customer Supply and covers our obligations to each other in relation to billing and payment for electricity used.

Print the form, complete and sign it and return it to ESB Customer Supply, St Margaret's Road, Finglas, Dublin 11.

Important Information:
New Customers to ESB Customer Supply are required to sign up for [broken link removed] or pay a deposit of €300.

If you do not choose Direct Debit, a €300 deposit must be paid within 10 working days of moving in to your new home. Deposits can be paid at any Post Office or by cash at a PayPoint outlet by presenting your ESB Customer Supply Welcome letter. You will receive this letter shortly after you move into your new home.

Alternatively you can send us a cheque, with your Contract Account Number, made payable to: CPP, ESB Customer Supply, St. Margaret's Road, Finglas, Dublin 11.

Your deposit will be credited to your ESB account 14 months after payment if all your bills are paid in full and on time."

[broken link removed] [broken link removed] ([broken link removed]*)


[broken link removed] [broken link removed] ([broken link removed]*)

For your new address you may also need to complete a separate Connection Agreement form for ESB Networks. ESB Networks provide and maintain the electricity connection between your premises and the electricity distribution network and they also are responsible for installing and reading your electricity meter. Please follow the guidelines below:

Is it a newly-built house/apartment?

In an estate or apartment scheme; the builder/developer will have arranged with ESB Networks for the electricity connection. Please complete the [broken link removed] ([broken link removed]*).

On its own site; You will need to complete the [broken link removed] ([broken link removed]*) AND apply for a new Connection Agreement with ESB Networks.
Continue to [broken link removed]

If it is a previously occupied house

Is the Electricity connected and energised (live)?
We can operate a simple transfer of account for you. Simply take an ESB Meter Reading when you take over responsibility for the premises. Where possible agree this reading with the departing occupier, and complete the [broken link removed] ([broken link removed]*)

Is the electricity disconnected?
We in ESB Customer Supply will arrange to have your network connection restored by ESB Networks. Please note the following points relating to the length of time the electricity has been disconnected. If you are unsure about how long the electricity connection has been disconnected call 1850 372 372 giving us the name of the previous occupant if possible.

Time Disconnected What you need to do Less than 6 months Please complete the [broken link removed] ( [broken link removed]*) More than 6 months Please complete the [broken link removed] ([broken link removed]*) AND
the connection Agreement form with ESB Networks

 

[Mrs Doyle]

Yes, Carried out the below instructions:

If it is a previously occupied house

Is the Electricity connected and energised (live)?
We can operate a simple transfer of account for you. Simply take an ESB Meter Reading when you take over responsibility for the premises. Where possible agree this reading with the departing occupier, and complete the [broken link removed] ([broken link removed]*)

No have not kept a copy!

 

[ajapale]

The following is the ESB customer complaints system.

When you make contact with ESB Customer Supply in the normal course of business your queries will be handled courteously and efficiently. If these calls are about problems in our service to you we expect them to be handled quickly and with care.
In spite of our best efforts to provide this quality service at all time there are occasions when the service provided does not meet the standards that we set for ourselves or what you as a customer may reasonably expect.
We have established simple and effective complaints procedures so that problems can be resolved quickly and efficiently and to your satisfaction. These procedures apply for domestic and business customers of ESB Customer Supply.
Step 1 The first thing we need to know is whether your complaint relates to your account with ESB Customer Supply - billing / payments, transferring accounts etc.
When something goes wrong make contact with our Business Centre at 1850 372 787 or email: [email protected] .We have a team of dedicated and experienced staff who are able to resolve most customer complaints at this stage.
If your complaint is about new electricity connections, interruptions in service, voltage problems, electricity meter reading etc, you will need to contact ESB Networks. You can contact them at 1850 372 757 or email ESB Networks
To help us resolve your complaint as quickly as possible please give us as much information as you can when you call - such as:

• Your ESB Customer Supply account number - from your ESB bill
• Details of any payments you have made, amounts and dates, where relevant
• Times and dates of contacts, appointments with ESB, if relevant.
• Details of missed appointments, etc

Step 2 If you are not satisfied with the response from the Business Centre you should then make contact with our Customer Complaints Facilitator at this address:

ESB Customer Supply
Customer Complaints Facilitator
Bishop's Quay
Limerick

email: [email protected]
Step 3 In cases where a complaint is not resolved at this point, there is an independent body that can adjudicate on the matter and resolve your complaints. It is called ELCOM, the ESB Customer Complaints Arbitrator.
ELCOM is an independent and impartial arbitration service responsible for resolving complaints from customers of ESB Customer Supply. It also arbitrates on complaints relating to ESB Networks from customers of all electricity suppliers.
The Arbitrator deals with customer complaints about all aspects of electricity service. He has power to arbitrate on disputes concerning the [broken link removed]. He will also arbitrate on disputes relating to [broken link removed].
If you are not satisfied with the outcome of the Steps 1 and 2 above, you should write to ELCOM. The address is:

ELCOM,
ESB Customer Complaints Arbitrator,
39 Merrion Square,
Dublin 2

E-mail:[email protected]
In order to process your request it is important that you include full details of your complaint and copies of correspondence between you and ESB Customer Supply on the matter. The Arbitrator will investigate the complaint fully and inform you of his decision. He may instruct ESB Customer Supply to do things differently, to award compensation or may decide that nothing needs changing.
There is also an ELCOM website [broken link removed], which has further information on the role of the ESB Customer Complaints Arbitrator and provides a facility for submitting complains online.