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Marketplace

Marketplace

We take a responsible approach and with our products, offer our customers the opportunity to do the same.

Calor’s marketplace pillar focuses on how we manage our relationship with our customers and suppliers. We take a responsible approach to product development and product information and promotion. We aim to deliver a best in-class customer experience, across all of Calor’s customer touchpoints. We set high standards for ourselves and we set high standards for our suppliers.

Responsible Products

Calor is committed to the development and safe and secure supply of lower carbon energy solutions to rural homes and businesses located beyond the natural gas grid in Ireland.

Over 40% of households in Ireland rely on oil to heat their homes. This share varies significantly by region, with roughly 26% of households located in towns using oil for central heating compared to 65% in rural areas.

Calor LPG is a clean-burning, smoke-free fuel. It contributes directly to Ireland’s climate and energy policy by reducing emissions by up to 33% compared to oil and solid fuels.

Introduced in 2018, Calor BioLPG is a renewable version of LPG. It is chemically identical and can be used in exactly the same way, with the same appliances but with no impact on performance. BioLPG delivers at least 50% and up to 90% savings in carbon emissions compared to conventional LPG.

LPG and BioLPG can help consumers and businesses located beyond the natural gas grid to transition from carbon intensive fuels and contribute to cleaner air, improving the health of rural communities.

With the introduction of LNG to Ireland in 2019, Calor demonstrated its commitment to product innovation and diversification to assist with the decarbonisation of Ireland’s industrial and commercial heat sector.


Responsible Products Information and Promotion

Calor is committed to providing information about our products that is clear, accurate and transparent and helps consumers to make informed choices.

We take a responsible approach when promoting products and services to our customers and the wider public.

We supply product information in line with legislation, codes of practice and industry standards. Our broadcast advertising adheres to the Advertising Standards Authority for Ireland and the UK. Our customer communications follow Data Protection and Distance Selling guidelines

As part of our approach we are committed to sourcing sustainable solutions when generating product and promotional collateral. Where possible, our promotional collateral is sourced from sustainable materials.  Our printed marketing collateral is produced on sustainably sourced Forest Stewardship Council (FSC) paper that has been harvested in a responsible manner.

One of our main strategy drivers is digitalisation. We constantly strive to develop digital formats for promotional purposes, reducing our reliance on paper-based solutions by offering paperless billing and the mycalorgas app. We also publish a wealth of promotional materials on our website. 


Customer Care

Calor is committed to providing a consistently high level of service to all our customers. We understand that all customers are different and we are committed to listening to and responding to their needs. 

To achieve this goal, we have put in place a Customer Care Charter to guide us in our engagements with customers. This charter outlines our principles of customer care and includes a number of promises to you, our customer. 

As an organisation we are extremely proud of the products and services that we offer and provide to you. The way we conduct ourselves with our customers is important to us, the Calor Customer Charter is a series of pledges that we make to you, our customer, regarding our business. 

For more information please see our Customer Charter.


Sustainable Procurement

Calor recognises the importance of sustainable procurement and through our procurement activities we are committed to ensuring that the sustainability values which are core to our business are transferred through our supply chain into the life-cycle of our products and services.

We set high standards for ourselves and we set high standards for our suppliers. We gather information about our suppliers and are committed to ensuring that they adhere to the highest standards of ethics set out in our Supplier Code of Conduct. We expect our suppliers to sign up to our Supplier Code of Conduct and we continually monitor our supply chain to ensure full transparency with our supply base.

We also expect that third party labour standards are complied with by our suppliers. For more information please see our Modern Slavery Statement.