259994 Phoenix Energy Responsible Business Report 2025.pdf

How we have performed Phoenix Energy prides itself on delivering the highest standards of customer service. As well as operating in a highly regulated environment where standards are expected, we believe in exceeding customer expectations in every interaction. Outlined below are the Phoenix Standards of Service including actual performance for 2024.

PERFORMANCE LEVEL TARGET

STANDARD OF SERVICE

ACTUAL

CUSTOMER CONTACT Customer correspondence

97%

100%

Written correspondence will receive a reply within ten working days. Correspondence may be responded to by telephone unless you request a written response. Customer Complaints Complainants will receive a full response to their complaint within 10 days, where applicable. CONNECTION Moving of meter PEGL will reposition an ordinary meter within 15 working days of a quotation being accepted. Change of meter PEGL will change the meter of a domestic customer within 10 working days of a referral by the Supply Company. Uncontrolled gas emergencies Uncontrolled gas escapes will be attended to within one hour of being notified to PEGL. An uncontrolled gas escape is where it cannot be ascertained that the gas escape is controlled, which is when the meter control valve has been turned off and this has stopped the gas escape. Controlled gas emergencies Controlled gas escapes will be attended to within two hours of being notified to PEGL PREPAYMENT METERS Faulty Prepayment Meters Phoenix Energy will visit a faulty prepayment meter with 4 hours of being notified. Following the disconnection of a domestic customer’s gas supply due to a fault in the network, the transportation business will restore, on the basis of reasonable practicality, the domestic customer's gas supply within tweny-four hours. Reconnection after non-payment Customers disconnected for non. payment will be reconnected within 24 hours of referral by a gas supplier. RESPONDING TO GAS EMERGENCIES - GAS ESCAPES Uncontrolled gas emergencies RESTORATION OF GAS SUPPLY Supply Restoration

97%

99%

100% 100%

100% 100%

99%

97%

100% 97%

100% 97%

100% 97%

100% 100%

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