At Just Energy we aim to be your trusted advisor. This guide will set out what you can expect from us as your supplier in regards to your bills and payments. If you do have any queries, our advisors are here to help.
Understanding your bill
Each bill you receive will have the following information:
- The dates we are billing you for.
- The readings we have used:
- -Readings provided by you will be shown as a customer read.
- -Readings provided by either ESB Networks (ESBN) or Gas Networks Ireland (GNI) on your behalf will be shown as an actual read.
- -Readings that have been estimated by the relevant industry will be shown as an estimated read.
- -Bills will be calculated using the above read types.
- The consumption you are being billed for.
- Any levies that are applicable.
- Any other charges in the period (such as meter works).
- Payments received.
- Balance brought forward from your previous billing period.
- Amount due and date if applicable.
- If your tariff has changed or there has been a price change, the charges will be clearly identifiable.
Your bill in more detail
Residential customers will be billed on a bi-monthly basis unless agreed otherwise. Our bills will be calculated based on one of three reading types. The readings used will be either ESB Networks/GNI readings, readings you have supplied us or estimated readings. These will be clearly displayed on your bill. Estimated readings will be based on your previous history of reads, taking into account your estimated annual consumption. It is essential that for accurate billing that ESB Networks or GNI have access to read your meters. If they leave a calling card, please provide them with a reading.
The units consumed in the billing period will then be multiplied by your unit charge. If you are a gas customer, the units will be converted into kilowatt hours before it is multiplied by the unit charge. The formula used will be detailed on the bill. Any other charges such as standing charges, VAT, and levies are detailed. The same applies to discounts received. On your bill you will also be able to view what payments we have received and any account balance or credit that has been brought forward from the previous billing period. If your account is in credit, you can request a refund by contacting us by phone on 1850 85 8110 or from mobiles and overseas +353 1434 4478 or emailing us at email@example.com. If you pay on receipt of your bill, the bill will have a due date by which payment should be made. This date is replaced by the date we are due to debit your bank account if you are paying a variable Direct Debit.
You can receive your bill in two ways, either by post or online based on your preference. If you opt for electronic billing you can download your bills to your Mobile, Tablet or Computer. If you later decide you would like paper billing you can change this and there will be no extra charge to do so. However, if your tariff benefits from an online discount you may no longer receive this.
If your bill is expected to be delayed for more than 30 days we will notify you of this fact. This may be by letter, email or SMS.
Just Energy provide many ways to pay your bills. The easiest way is by Direct Debit and there is a discount associated with this method. If you elect to pay by Direct Debit you will be notified 14 days in advance of your payment amount or any changes to that amount. However, should you wish to pay by a different method, you can make credit or debit card payments via our automated service or online using our self-serve portal or app.
If you pay on receipt of your bill you will also be provided a remittance slip which you can take to your nearest Payzone outlet and pay cash over the counter. You will also be able to take your bill to the local post office and make payment this way. We can also accept electronic funds transfers (EFTs) if you have access to online banking alternatively, you can send us a cheque. If you are a dual fuel customer with us, payments will be allocated as a default to both fuels proportionately (e.g. If your electricity usage equates to ¾ of your bill, ¾ of your payment will go towards your electricity usage and ¼ towards your gas usage). Disconnection of fuels will be a last resort; fuels on a dual fuel account will be disconnected after being given the opportunity in writing to nominate the fuel against which they are to be disconnected first.
Closure of your Just Energy account
In the event that you switch suppliers we will issue your final bill once we have your closing readings from the relevant Industry. This will show that there is either a balance to be collected or credit due to you and will include any early termination fee as applicable in your contract. If there is an outstanding balance, this will be required to be paid in full before. Our system will only close your account once the balance remaining is €0. If we owe you, we will refund you after the creation of your final bill, if you are not paying by direct debit we may need to contact you for further information. We aim to refund the monies in 10 working days.
In the event that you move out of the property we are supplying, we will require you to contact us with the date you moved out, your forwarding address and the final meter readings. If you are unable to provide final meter readings we will take the necessary action to estimate or request an estimate reading. Once you have either switched supplier or informed us you are no longer liable for the property, we will produce your final bill within six weeks. Your account will change to a terminating status and will fully close when all monies due are paid or a refund has been sent back to you. The amount in which you owe or are owed will be displayed on your bill. For final bills you will receive your refund no later than 2 months after the statement has been issued. If for any reason the closing reading is altered at a later date, this six week time period does not apply. Accounts that have been incorrectly closed will be investigated on a case by case basis, you will only be liable for the cost of the usage you use.
You may be requested to pay a deposit on sign up, this deposit will be credited to your account if you have had a positive credit for the past twelve months. The deposit amount that has been credited to your account will be reflected in your next energy bill. If you are unable to meet your credit terms, we will advise you of the steps required to improve your credit worthiness and the actions needed in order for a security deposit to no longer be required. How the deposit amount required is determined can be found here.
If we are in breach of this code we will credit your account with €30 as per our customer charter. All charter payments will be made within 14 days or within 1 billing period if the redress is given in the form of credit on your account.
At Just Energy we aim to be your trusted advisor. This guide will set out what you can expect from us as your supplier in regards to our disconnection process. If you do have any queries, our advisors are here to help.
Just Energy will only disconnect a supply for non-payment as a last resort and we advise you to contact us at an early stage if you are experiencing difficulty making a payment. We will not disconnect your supply until all other avenues, including any offers of repayment, have been considered carefully and dealt with in a sympathetic manor as appropriate. We will endeavour to contact you multiple times via phone and in writing before we book a disconnection appointment and we will facilitate any third party you nominate to represent you and deal with your energy account. These communications from us open up the opportunity to further discuss any difficulties you may have making payments.
Circumstances where we may disconnect a supply:
- Non-payment of account and all other avenues have been exhausted, such as a payment plan not being adhered to and there has been no active communication from yourself.
- No registered occupant at the property – if we do not have a registered occupant after 14 days then we can start the disconnection procedure.
- The account holder has requested we disconnect the supply.
- ESB Networks (ESBN) and Gas Networks Ireland (GNI) may disconnect for safety and/or operational reasons.
Circumstances where we will not disconnect your supply:
- We have agreed a payment plan and this is being adhered to.
- You have an open complaint related to the reason for disconnection.
- In the event that you are disputing a bill; this only applies to the disputed bill and not any previous or subsequent bills which must be paid as normal.
- Where the bill has been based on an estimate that is not fair – please note this will not apply if access to read the meter has been refused.
- If you rely on electrical medical equipment and have registered using our Priority Services Form (please see our Vulnerable Customer’s Code of Practice).
- If you are a customer who is particularly vulnerable to disconnection in the winter and are registered on our Special Services Register (please see our Vulnerable Customer’s Code of Practice).
- If you are a member of a category of customer that the CRU has specified cannot be disconnected.
Our disconnection process
We We will first notify you in writing, by way of letter, of our intention to disconnect your supply. This will specify a date that if we do not hear from you or receive payment we will then book the disconnection.
We will then try to contact you at least twice via email or phone. If we still have not received payment a final letter will be sent. All contacts will be a minimum of 3 working days apart to allow time for response and also payment.
Please note that we will provide at least 10 working days’ notice of the date the disconnection is to take place. You will be advised of the cost of the disconnection and also any reconnection costs. Costs may also apply if we have to cancel the appointment or there is no access of which you will also be informed. Payment will not be accepted by the operative who is performing the disconnection.
We will not disconnect on a Friday, Saturday or Sunday, eve of a Bank Holiday or a Bank Holiday except for safety reasons where this is imperative.
If disconnection has been avoided by an agreed payment plan being set up, you will receive a letter stating the details of the payment plan no later than 1 week after the payment plan has been agreed. If you do find that you are having difficulties making payments we urge you to contact us on 1850 85 8110 or from mobiles and overseas +353 1434 4478 or firstname.lastname@example.org.
Disconnection of fuels will be a last resort, Fuels on a duel fuel account will be disconnected simultaneously due to non-payment of the whole account.
For non-payment of account we will notify you that you are currently in arrears via your requested contact method and provide you information on the options available to you to make a payment. If you do find that you are having difficulties making payments we urge you to contact us on 1850 85 8110 or from mobile and overseas +353 1434 4478 or email email@example.com
If we have disconnected your supply we can reconnect this once we have agreed a payment plan or all sums of money owed are paid as per our standard terms and conditions. We may require a security deposit before we agree to reconnect your supply. This will be credited to your account after 12 months of positive account credit history. We will provide you with details of the security bond / deposit, and the credit to your account in writing.
Disconnection where we have no registered account holder
Once we have created a new account for the property we supply, we will issue a notification to the occupant that we are their current supplier and ask them to get in contact with our representatives to register with us. We will allow 14 days for the new occupier to contact us.
If after these 14 days we have no registered account holder we will issue 10 working days’ notice of disconnection via letter. All charges associated with this will be detailed on the letter.
If you do find that you are having difficulties making payments we urge you to contact us on 1850 85 8110 or from mobile and overseas +353 1434 4478 or firstname.lastname@example.org. Our advisors are here to help and will remain impartial and empathic. If you are unable to pay your bill in full for either single or dual fuel, your account will go into arrears for the deficit. We will notify you if your account goes into arrears and we can set up an agreed payment plan and even put you in touch with financial difficulty organisations who can advise you on a multitude of things. If you do not make us aware of your situation we cannot work with you to determine a plan that is both realistic and manageable. We will take into consideration your ability to pay when agreeing a repayment arrangement, any agreed payment plan will be issued in writing. We will advise you on all the options that are available to you, including the installation of a prepayment meter and the viability and impact this will have on your services. If a prepayment is deemed appropriate and agreed, we will arrange the meter works based on your availability.
If we are in breach of this code we will credit your account with €30 as per our customer charter. All charter payments will be made within 14 days or within 1 billing period if the redress is given in the form of credit on your account
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