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In the event of an emergency please dial the following numbers:

Republic of Ireland

24 Hours:
01 2916229

Northern Ireland

During business hours:
028 90458466
Outside business hours:
0845 0755588
 

FAQ

Billing

Who can avail of the Easi payment option?

This option is available for domestic home owners only.

If I am applicable for the Easi Payment Option, how is my payment per month calculated?

For home owners, we have designed our EasiPay Plan to help you to spread the cost of your peak fuel bills throughout the year. You pay us for your full year’s supply of gas and standing charges in 12 equal monthly planned payments and Calor will continue do deliver your gas on a regular basis. A fixed amount is processed  by Direct Debit on the 28th day of each month.

We will review your account during the year and if your EasiPay Plan is not in line with your consumption we will be in touch with you with a request to increase the monthly amount or alternatively make a payment on your account.

If you wish to avail of this scheme please contact us on 1850 812 450 to find out what your monthly payment should be, then complete te enclosed mandate form and return to the Customer Support Team, Calor Gas, Long Mile Road, Dublin 12.

How do I set up a direct debit?

Contact our Customer Contact Team on Republic of Ireland  1850 812 450 or Northern Ireland 028 9045 5588.

How can I pay my invoices ?

There are a number of options to pay your invoices,

1. Contact our Customer Service Team on 1850 812 450 (ROI), 028 9045 5588  (NI) to complete your transaction by laser, debit or Credit Card

2. Avail of our Direct Debit facility

3. Log onto www.mycalorgas.com to manage and pay your bill online

4. By cheque, bank draft or postal order posted directly to Calor Gas, Long Mile   Road, Dublin 12 or Calor Gas Northern Ireland, Airport Road      West, Sydenham, Belfast BT3 9EE.

Can I change the date of my direct debit to when it suits me?

This option is not currently available.

How can I find out how much I owe?

You can find out the balance on your  account by registering for online account management or calling our team on (ROI)1850 812 450 or (NI) 028 9045 5588 ((Mon-Fri, 7.00am-8.00pm, Saturday, 9.00am – 1.00pm, Sunday Closed). You will need your account number at hand when you call us.

Are my payment options the same if I am receiving Paperless Billing?

Your payment options stay the same if you decide to choose paperless billing rather than paperbills.

My bill seems extremely high, is this correct?

We recommend you check your meter box and confirm meter reading is correct. 

Additionally, we recommend that your boiler is serviced annually to ensure efficient use.  

Can I pay online?

With Calor you can manage your full account online by logging onto www.mycalorgas.com and registering your online account. This will then allow you to log meter readings, pay bills, print your invoices and statements, order gas or request paperless billing.

Can I opt for paperless billing?

Yes, just register your account at www.mycalorgas.com and select the option for paperless billing. Please ensure your email address is correct when registering for My Calor Gas.

Bulk Tank Gas Supply

Do you supply Bulk Storage tanks?

Yes, we supply Liquefied Petroleum Gas (LPG) bulk storage tanks, above and below ground and semi mounded, for domestic and commercial uses. If you would like to find out more about getting a bulk tank installed, please contact us on 1850 812 450 (ROI) or 028 9045 5588 (NI), or alternatively you can fill out a short enquiry form and we will get in contact with you.

If my LPG bulk tank was supplied by one company, would I also have to buy my gas from the same company?

Customers in the Republic of Ireland: Yes, the bulk tank is actually owned by the company and therefore can only be filled by that company.

Customers in Northern Ireland: No, once the initial term set out in your supply agreement has passed, an alternative supplier can fill the tank.  Your alternative supplier will need to contact the Calor Customer Support Team to make arrangements to transfer ownership and responsibility of Calor’s bulk tank and associated pipe work.

Do you provide the service of supplying and fitting a tank and boiler?

We supply and install the tank, but you will need to arrange the installation of your boiler with a local installer. We have a database of recommended installers nationwide and will therefore be able to provide you with the name of one in your area, or you can find one on our installers list.

Where can I find information about converting from oil central heating to Calor Gas central heating?

Call us on 1850 812 450 (ROI) or 028 9045 5588 (NI) and we will arrange for an area specialist to visit and carry out a site survey and give you all the information you need. They will also supply a no obligatory quotation for gas supply. Switching is easy, for more information see here.

How often will my bulk tank be filled?

You have 2 options: automatic top up or order only. Our automatic top up option is the most popular option for our customers. Calor will automatically top up your tank throughout the year so you never have to worry about running out of gas. The frequency of delivery will be dependent upon your usage. With order only, you can phone us when you’re running low and we will call out and fill your tank.

If I am an automatic top-up customer, how do Calor know when my bulk tank needs to be filled?

Our tanks come equipped with an automated telemetry system that constantly monitors your fuel level and automatically tells us when you need a top-up.  One of our nationwide fleet of tankers will call to fill the tank for you to ensure you are in constant supply.

If I am an order only customer, how do I know when the gas is running low?

There is a contents gauge on the top of the tank. When the gauge reads 40% full, you should order more gas by contacting a member of the Customer Support Team on 1850 812 450 (ROI) or 028 9045 5588 (NI), or if you have an online account, you can place an order for gas at www.mycalorgas.com Please make sure to check the contents of the tank regularly and keep in mind that you need to allow up to 5 working days for the tank to be filled, from the time you place the order with us.

How do I know if my tank is operating as it should?

When our tank drivers fill your tank, they also do a visual inspection to ensure that everything is in order.

Cylinder Gas Supply

Can I use Calor Gas cylinders to heat my home?

Yes. In most cases, you will have a bulk tank installed at your home if you install Calor Gas for your central heating. However, if there is no appropriate site for the tank, then we can supply 4 large cylinders which are connected to your central heating system.

For commercial storage, please contact the Calor Technical Team on 1850 812 450 (ROI) or 028 9045 5588 (NI) and they will give you all the advice and assistance you need

What if I already have oil central heating but want to use gas for cooking or install a gas fire?

Many people prefer to cook using gas or to enjoy a gas fire.  If you do not use Calor for your central heating, we can provide a twin pack cylinder supply (2 x Red 34kg Cylinders) for a gas oven, hob or fire.  Don’t forget that, if you switch from oil to gas, you can run everything from the one supply, so with Calor Gas you can have central heating, hot water, cooking and a gas fire.  If you would like more information you can contact us on 1850 812 450 (ROI) or 028 9045 5588 (NI) or alternatively you can fill out a short enquiry form and we will get in contact with you.

Do I need to pay an initial charge if I don’t have a bottle to start with?

Yes, you will need to pay a cylinder service charge which covers the cost and maintenance of the cylinders.

What is the cost of the initial charge on a cylinder?

This varies between cylinder size and type. Please ask your local Calor retailer and they will let you know.

In percentage terms, how full is a Calor gas cylinder in a full condition?

All cylinders are 80-87% full, as space needs to be left for the expansion of liquid. The weight on the front of the cylinder is the total weight of gas in the bottle.

I have inherited unwanted empty Calor cylinders and I would like to know how to dispose of them?

You can bring your empty cylinders to your local Calor retailer and they will take them from you.

I have an empty cylinder which I no longer need and do not have the Cylinder Service Registration form, does that mean I am unable to claim any available refund?

Unfortunately yes, although we will be happy to take the cylinder back.

Do cylinders have any type of seal?

Our 11.34kg, 5kg and Patio gas cylinders all have a green cap with a red seal. For your safety, never accept cylinders where the seal has been broken.  If the red seal is not intact, the cylinder may not have been filled by Calor.

What is the difference between butane and propane?

Propane (bulk tanks, large red and green cylinders and grey patio cylinders) has a lower boiling point (conversion from liquid to gas) than butane (yellow cylinders) and is stored at a higher pressure, so it is more suitable for storage outdoors. Butane’s boiling point is around 0ºC, so in colder conditions around this temperature, it will not work.

Are the two gases interchangeable?

If the appliance states in the manufacturer’s guidelines that it can run on propane and butane, then you will need the right regulator for the gas you are using. You can only interchange the gases if the appliance manufacturer states that this is possible.

Are the valves/fittings the same?

No, you will require different regulators.

How do I know which regulator to use?

Click Here for information on suitable regulators.

Where can I return to my empty cylinder to?

Your cylinder may be returned to any Calor dealer in your area.

Am I due a refund on my empty cylinder?

In order to receive a refund on your empty cylinder you must have previously registered your cylinder with Calor Gas by completing a cylinder registration form and a copy of your receipt. If you still have a copy of your receipt for cylinder service charge we may be able to refund a percentage of sum paid please just contact Calor.

General

What is the calorific value of LPG?

Butane = 7.8 kWH/Litre (of liquid)

Propane = 7.1 kWH/Litre (of liquid)

Do you have a facility to pay bills online?

Yes. You can now register with www.mycalorgas.com and manage your Calor account online, 24 hours a day, 365 days a year. You can place an order for gas (if you are not already using our Automatic top-up service). If you have a metered gas supply, you will be able to submit a meter reading to ensure up-to-date billing on your account. You can also reconcile your account by viewing and printing invoices and statements.

Who do I contact if I wish to set up a direct debit for my bill?

Our Customer Support Team can help you with this. Contact them on 1850 812 450 (ROI) or 028 9045 5588 (NI) or via email at info@calorgas.ie.

 

I want to spread the cost of my peak fuel bills, is this possible?

Yes, it is. The Calor EasiPay plan lets you spread the cost of your bill over an entire year, making 12 equal monthly payments. For more information call the Customer Support Team on 1850 812 450 (ROI) or 028 9045 5588 (NI).

Do Calor stock or sell appliances?

I have a cooker/heater which I need serviced/repaired, who should I talk to?

Call Calor on 1850 812 450 (ROI) or 028 9045 5588 (NI) and we will give you the name and number of someone who can call out to you.

When placing an order, how long will it take before delivery

Calor recommend placing your order 5 working days prior to demand for gas to ensure delivery in accordance with scheduling.

Who do I call if I have a question or request regarding my account?

Please call Customer Service on (ROI) 1850 812 450, (NI) 028 9045 5588 (Mon-Fri, 7.00am-8.00pm, Saturday, 9.00am – 1.00pm, Sunday Closed). Please ensure you have your account number ready when you call us. Please note that we only discuss account information with the account holder.

Are my online details secure?

All your personal details will be securely held within your online account.We use secure-server software which encrypts all your personal information

I am leaving my current address, how do I get my deposit back?

Please email info@calorgas.ie with the date of move, the meter reading from that date, a forwarding address and the name of either the landlord or new tenant moving in.

We will then issue you with your final bill- If you would like to use part of your deposit  for this bill, this is possible. Alternatively, you will receive a refund into your bank account if your account is clear or in credit.

Metered Gas Supply

Can I take a meter reading myself?

Yes, you can. We have meter readers who operate nationwide. However, if at some point you want to take your own meter reading, you can do so and phone our Accounts Receivable department with the reading.  Alternatively, you can submit your meter reading online. If you are a registered user, please click here to submit. If you are not a registered user, but would like to submit your reading online, please register at www.mycalorgas.com

How do I take a meter reading?

On the front of your meter, there is a 5-digit reader. The digits in red are not included in the meter reading.

Online Accounts

I’ve got an error saying my details are not matching?

  1. Have you logged onto the correct website: www.calorgas.ie is the main Calor website. Please ensure you have logged onto the www.mycalorgas.com
  2. Please ensure your name and the first line of your address are typed in as they appear on your invoice – please be aware that this is case sensitive.
  3. If you’ve tried all of this and its still not working – No problem! Just email us here, and we’ll be delighted to help.

I’ve forgotten my password?

  1. Please click  here and a new password will be resent to your registered email address – Just remember, when resetting your new password, please be aware that your password needs to be 8 characters long and must contain at least one upper case (A-Z) and one digit (1-9).



I’ve forgotten my security question?

No problem! Just email us at info@calorgas.ie, and we’ll be delighted to help you.

I’ve forgotten the answer to my security question?

No problem! Just email us at info@calorgas.ie, and we’ll be delighted to help you.

I’ve registered to mycalorgas.com but never got my verification email?

  1. If you’ve not received your verification email, check your spam / junk mail box. The email will have the subject of ‘Verify your Calor Customer Care Centre Account (customer Number)’
  2. If you’ve tried all of this and can’t find your verification email – No problem! Just email us at info@calorgas.ie.

I’ve changed my email address and can’t log on?

  1. Please log onto the mycalorgas.com and click on the link ‘UPDATE EMAIL’ and follow the steps. Please note, you must be already set up with an for online billing in order to do this.
  2. If you’ve not got an account, please register here.

Setting up a New Account?

Thank you for considering to manage your account on line.

Click here to get started.

Here are the simple steps you need to take.

First, please have the following ready:

  1. Name as it appears on your invoice
  2. Address as it appears on your invoice
  3. Your Calor Gas Account Number – you’ll find it on the top right hand corner of your bill
  4. Your chosen email address

Once you’ve completed this, you will receive a verification email sent to your email account.

Click on the link provided in the email and follow the instructions.

You’ve encountered a problem with your account / link – please contact us and we’ll be delighted to help.

Can I print my invoices and credit notes from my online account?

Yes, please log onto www.mycalorgas.com.

Can I pay my account online?

Yes, please log onto www.mycalorgas.ie and follow the instructions online.

Can I order gas online?

Yes, if you are a bulk customer you can order gas online.Please log onto www.mycalorgas.ie and follow the instructions online.

How do I monitor my account online?

Please log onto www.mycalorgas.ie to monitor your account.

How does extranet online account management work?

  • Your online account management is designed so that you can access it anytime and from any place with an internet connection.
  • The following features are available:
  • View Bill – view your bill online
  • Pay Bill – pay your bill online
  • Paperless billing – sign up for paperless billing and receive notification when your bill is available online
  • View Transactions – view transactions on your account
  • Change Your Password – change your password regularly to protect your account
  • Add Account – add another account to the online account. This is if you have multiple properties

Who can open an online account?

Online account management is available to residential and business gas customers. The application should be completed by the account holder.

How does paperless billing work?

Once you register to view your bill online and turn on paperless billing, we will no longer send your paper bill in the post. Instead of sending you a paper bill we will send you an email notification to let you know that your bill is available to view online.

The online bill will be an exact copy of the paper bill, and you can print it if required.



I no longer want Paperless Billing – how do I turn this feature off?

If you change your mind and no longer want Paperless Billing simply log into your Online Account,  and turn Paperless Billing off.

SEPA

What exactly is SEPA?

SEPA means Single European Payments Area. The introduction of SEPA will allow for the standardisation of euro electronic payments across the existing 28 EU Member States of the European Union as well as Iceland, Lichtenstein, Monaco, Norway and Switzerland. SEPA will oversee standardisation in relation to the making and receiving of payments, collections of direct debits and credit transfers. 

When does it come into effect?

SEPA will come into effect on the 1st February 2014.

What does it mean for me?

SEPA will impact all consumers making euro electronic payments such as bank credit transfers or direct debits. All consumers will be required to have an International Bank Account Number (IBAN) and a Bank Identifier Code (BIC) for making euro electronic payments.

For convenience, please refer to the IBAN/BIC Converter on https://ipsosepaservice.sentenial.com/ipso/ and select Generate BIC/IBAN for Irish Bank Account.

Are all businesses obliged to conform to SEPA in Ireland?

Yes, further to the European Regulation No 260/2012 all businesses must conform to the standards introduced by SEPA by the 1st February 2014.

I want to pay via Payment Slip provided on my Calor bill, can I still do this?

Yes, you can continue to make payments via the payment slip provided in your most recent bill.

If you make a payment without providing the payment slip, it is essential that you quote your account number in the reference so that we can allocate your payment swiftly.

I want to pay via telephone /electronic banking, what do I need to consider?

Your Bank may not have Calor’s converted bank details on record. While some Banks are converting existing telephone/electronic payments automatically, it is important to ensure that the Bank has the correct details before making the payment. It is therefore advisable to contact your Bank directly to ensure that they have automatically converted existing telephone/electronic banking details.

If your bank does not automatically convert existing telephone/electronic payments and require our Calor IBAN and BIC to proceed with the transaction please see below details:

For Calor Customers

  • IBAN      IE50ULSB98504019516024  and  BIC is:  ULSBIE2DXXX

For Blugas Customers

  • IBAN      IE02ULSB98504016785077 and  BIC  is:  ULSBIE2DXXX

I have an existing direct debit mandate/Easi Pay Option, do I need to change anything?

No, your direct debit mandate remains in place as usual. The only change that will occur will be when you check your bank statement, your Calor direct debit mandate will now quote a reference which is called UMR. This clearly states CALOR, Your Account number, followed by 001 for easy identification.

E.g.  CALORACCOUNTNO001

Can I set up a new direct debit with Calor?

We would be delighted to set this up for you. Please contact us on 1850812450 to request a Mandate form.

Also to make things easy for you we have included the Direct Debit Mandate in the next statement, which you will receive from us.

If you are a new customers you will have a direct debit form available as part of your contract information.

How do I complete my SEPA direct debit Mandate?

A SEPA UMR (Unique Mandate Reference) will be on the Mandate. Please note that this will be prefilled by us and all you required to do is to complete your name, address and your bank details. Then simply post it back to us.

Please note that instead of providing a sort code and account number, you will now need to quote your IBAN and BIC, which you can find on your bank statement. If you do not know your IBAN or BIC please get in touch with your bank to confirm details.

For further information relating to your obligations and rights under SEPA, please refer to;  www.readyforsepa.ie   and www.ipso.ie/section/ipsosepaservices.

 

Please note: The above is solely an information and reference tool. Calor have provided this tool in order to assist customers and prospective customers in relation to their Calor Accounts and SEPA. Calor does not accept liability or responsibility for the accuracy of the above information. Calor strongly recommends that further reference is made to the above outlined SEPA service websites.