Help & Questions - Home Gas - Special Services
We will not disconnect their supply between 1st November and 31st March if they are on our Special Services Register as an elderly Customer and they:
- Live alone or
- Live with other people, all of whom are of 66 years or older or
- Live with other people, all of whom are less than 16 years of age.
We must, however, ultimately receive payment from them for the gas that we supply so the Customer must let us know if they are elderly and are experiencing difficulty in paying their bills.
We can help if the Customer is blind or partially sighted. If they have difficulty reading their bill they can let us know and we can offer their bill in one of the following formats:
- Braille bill
Please note it may take a little longer to get their bill to them in this format. - Talking bill
We make life easier by having a member of staff phone them with details of their latest bill. This gives them the opportunity to ask any questions that they may have. We will still send them their bill in the normal way.
For customers who are blind or are partially sighted, we can send them copies of our Terms and Conditions, Customer Charter and Codes of Practice on CD or audio cassette by request.
If the Customer has a relative, carer or someone who would normally look after their bills and correspondence, then they might want their Bord Gáis Energy Supply bill and any other correspondence to be sent to them. They just need to submit to Bord Gáis their written consent accompanied by the name and address of their carer. This information is captured in the Special Services Registration Form that is included in the Code of Practice booklet.
Bord Gáis will then send them any bill or correspondence on the Customers behalf or contact them if we need to get in touch with the Customer (to assign a Customer to an account follow the steps outlined in the Vulnerable Customers User Guide.
If the Customer is deaf or hard of hearing and they have a Minicom they can get in touch with us using the following number:
For all Customer Enquiries - 1850 630 630
Alternatively they can email us on info@bordgais.ie or send us a fax message on 1850 631 631
You should tell us straight away if you are having any difficulty in paying your bill. We will deal with each case individually and take their circumstances into account. For example, we may be able to agree a Payment Plan if they are having difficulty in paying their bill. We are committed to helping them keep their gas supply turned on and will only disconnect the supply if we have no other choice. Please refer to our code of practice entitled "Paying Your Bord Gáis Energy Bill" for more details on what to do if you are having difficulty paying your bill.
Bord Gáis Energy works with the Department of Social and Family Affairs (DSFA) in operating the Natural Gas Allowance and Household Budget Schemes. We will also engage with Community Welfare Officers, Money Advice & Budgeting Services (MABS), Society of Vincent de Paul or other recognised charities, who make representation on your behalf, for help in paying your bill if you give us permission.
NB - we will not disconnect their supply between 1st November and 31st March if they are on our Special Services Register as an elderly Customer and they:
- Live alone or
- Live with other people, all of whom are of 66 years or older or
- Live with other people, all of whom are less than 16 years of age.
We must, however, ultimately receive payment from them for the gas that we supply so the Customer must let us know if they are elderly and are experiencing difficulty in paying their bills.
All our representatives who visit your home will carry an identification card with their photograph on it. If you have any doubts about the identity of the person at your door you can call Bord Gáis Energy on 1850 632 632 to check their identity.
You qualify if you are:
- Elderly - 66 years or older and you live alone or with other elderly people or with minors (under 16)
- A person with a mobility, hearing or sight disability.
