Dáil Éireann Debate, Thursday - 10 May 2012
108 Deputy Martin Ferris asked the Minister for Communications, Energy and Natural Resources if his attention has been drawn to the fact that a company (details supplied) that is contracted to collect debts by Bord Gáis is not in compliance with existing domestic legislation and codes of practice. [23537/12]
Amharc ar fhreagra111 Deputy Martin Ferris asked the Minister for Communications, Energy and Natural Resources if his attention has been drawn to complaints made about, and media stories regarding, a company (details supplied) that has been contracted by Bord Gáis to collect debts; and if he will make a statement on the matter. [23606/12]
Amharc ar fhreagra112 Deputy Martin Ferris asked the Minister for Communications, Energy and Natural Resources if he is satisfied that a company (details supplied) that is contracted to collect debts for Bord Gáis is fully in compliance with the Irish code of practise governing this area. [23608/12]
Amharc ar fhreagraI propose to take Questions Nos. 108, 111 and 112 together.
The appointment of Debt Collection Agencies by Bord Gáis Éireann (BGÉ) is a matter for the Board and Management of the company and not one in which I have a function.
I have been advised by BGÉ that Arvato FS Ltd is an agent contracted by BGÉ for the purpose of debt collection and this company applies guidelines promoted by the UK's Office of Fair Trading (OFT) and the UK's Credit Services Association (CSA), which are mature and advanced in terms of ensuring the protection of consumers. Arvato Finance is a member of the CSA, whose code of practice has been used to develop the Irish Institute of Credit Management (IICM) code of conduct for debt collectors, a code that is adhered to strictly by Arvato Finance.
Bord Gáis Energy has advised that debt collection agencies are only used when a customer has closed their account or has moved to another supplier and has not paid their final bill.
Bord Gáis Energy is committed to providing an excellent level of customer service and in particular, to working with customers who have fallen into arrears in order to avoid disconnections or resorting to debt collection agencies. Bord Gáis Energy will help develop payment plans or install prepayment meters to assist customers in managing any debts.
It is also important to note that there are significant consumer protection measures in place for Irish energy consumers. The Commission for Energy Regulation (CER) has specific statutory functions to ensure a high standard of protection for consumers in their dealings with suppliers.
The CER has set out Guidelines for a Code of Practice on Disconnections. All licensed suppliers, including BGÉ, are bound by the CER's Codes in the treatment of customers regarding debt.
The CER carries out audits on compliance with the Code of Practice on Disconnection. The findings from the 2011 audit conducted by the CER found that all supply companies are compliant with the CER's requirements of the Guidelines on Disconnection and related Codes of Practice and procedures.
The CER's Energy Customers team also offers an independent complaint resolution service for customers with an unresolved dispute with their supplier.
