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Billing and Payments Hero

Support for Billing and Payments

Get help with all your Calor account enquiries, payments, and invoices. 

Explore our FAQs to find answers to common queries and concerns regarding billing, payment methods, and understanding your invoices - making your experience with Calor is as seamless as possible.

Most common questions

EasiPay
Your Calor balance forward bill (BFB) is broken down into three main sections:

1) Your Calor Account information – account number, delivery address etc.

2)  The financial transactions on your account since your last bill, this includes all payments, credit, gas deliveries for the billing period.

3) The charges on your account, this includes a comprehensive breakdown of the gas charges, standing charges and discounts applied, for the billing period.

Yes. Please contact our customer support teams by calling 01 450 5000 (ROI) or 028 9045 5588 (NI). We will assist in making the necessary changes to your account. 

Alternatively please download and complete the nomination form below and return to us via post.

Please note that the nomination of a non-account holder provides the permission for that person to access your Calor account and that you are consenting to that person having access to any and all information to do with that Calor account.

In accordance with the Data Protection Acts of 1988 and 2003 and the General Data Protection Regulations 2018 for ROI customers and the Data Protection Act 1998 and the General Data Protection Regulations 2018 for NI customers, Calor will not disclose any information relating to your Calor account to a non-account holder unless you have provided the permission for the non-account holder to access such information.

Please allow five working days for your Calor account to be updated.

Calor account nomination form

Yes we do, we call it EasiPay. EasiPay will spread the cost of your full year’s supply of gas and standing charge over twelve months. A fixed amount is processed monthly by direct debit. We will review your account during the year and if your Easi Pay 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. The EasiPay option is available to domestic customers subject to terms and conditions.

The tank(s) which holds your gas supply remains the property of Calor. This means that we take responsibility for the safety of the gas tank, ensuring that it is at all times maintained to the highest possible industry and national regulatory standards. Here are some of the measures we take to ensure your peace of mind:

Each time we make a delivery of gas to you, our driver performs a visual inspection of the gas tank. If the driver has any concerns about any aspect of the tank from a safety and general maintenance point of view they will immediately report this to our Installations and Maintenance Department. Further inspection will be carried out by one of our experienced gas installers. Who will carry out any maintenance work that may be required. 

All of our tanks are subjected to a full test and re-qualification on their 10th anniversary. These tests are performed by our maintenance personnel and are an important part of our commitment to your safety.

All fittings we use on our tanks are to the highest industry and national regulatory standards.

All tanks have a unique identifier number which means that we can keep a full record of their history and schedule maintenance when required.

The daily standing charge for you as domestic user depends on the type of tank you have. For an above ground tank the daily charge is 16.9p plus 5% VAT. For an underground bulk tank the daily charge is 24.57p plus 5% VAT. 

Domestic bulk tank customers will receive a bill every time we deliver gas. Meter customers will receive a gas bill four times in the year. If you have not received a paper bill from us, you are probably signed up to our paperless bill option. This means you will get an email or text notification to view your bill online. 
If you are having problems paying a bill, first thing to do is to contact us on ROI  01 450 5000 or NI  028 9045 5588. The sooner you do, the easier it will be for us to offer help and advice.
Please allow 7 – 10 working days from your request. Payment of a refund is made directly into your bank account.

Yes, please contact us on Republic of Ireland on 01 450 5000 or for Northern Ireland on 028 9045 5588 to agree you’re preferred date.

  • In ROI, Calor provides the flexibility of selecting a specific date between the 1st and 28th of the month for the monthly payment to be deducted via Direct Debit.
  • In NI, Calor customers have the option to choose between the 10th or 28th of the month for the monthly payment to be deducted via Direct Debit.

 

Managing your account with MyCalorGas

MyCalorGas is your online self-servicing portal. To view your account information and manage your bills please register and log in at https://www.mycalorgas.com/

Your MyCalorGas account functions will be tailored to how you have selected to manage your Calor Account. The basic functionality like most online applications will allow you to order gas, make payments, view transaction and usage information.  You will be apply to sign up to promotions and discounts when available. If you have multiple Calor accounts you will also be able to link them in MyCalorGas.

Your current account balance can also always be accessed through the portal. Additionally, your most recent bill or statement will reflect the balance as of the statement date. For further assistance, please contact Calor in the Republic of Ireland by calling 01 450 5000 or in Northern Ireland on 028 9045 5588. Please have your account number readily available when calling.

  1. Log onto www.mycalorgas.com where you can find your balance and manage your account
  2. Contact Calor for the Republic of Ireland on 01 450 5000 or for Northern Ireland on 028 9045 5588 (You will need your account number)
No problem, if you are experiencing technical issues please contact our Customer Support Team on ROI 01 450 5000 and NI 028 9045 5588. 

Ways to pay

banner billing and payments
A Direct Debit is simply an instruction from you to your bank or building society that authorises Calor to collect varying amounts from your account – but only if you've been given advance notice of the amounts and dates of collection. Once you have agreed those, the money is deducted automatically. In a nutshell, Direct Debit is the simplest and most convenient way for you to pay your Calor bills. 

For ROI Customers, we can set up your Direct Debit, over the phone, online or submit a paper form. Please call us on 01 450 5000 to arrange.

For our NI Customers, we have to post you a form to complete. Please call us on 028 9045 5588 or email us at CreditControlTeamNI@calorgas.ie to arrange.
For homeowners, we have designed our EasiPay Plan to help you spread the cost of your peak fuel bills throughout the year. You pay for your full year’s supply of gas and standing charges in twelve equal monthly direct debit instalments. If you would like to avail of EasiPay Plan please call and speak to one of our customer care representatives.

If you pay your Calor bill by electronic transfer or by standing order, please use the following bank account details. It is also important that you reference your Calor Account number when making the payment.

ROI Customers:
Bank:                                 Allied Irish Banks Limited (AIB)
Bank Address:                  AIB Bank, 7-12 Dame St, Dublin 2, D12 XP79
Account Name:                Calor Teoranta
IBAN:                                 IE21AIBK93208678878031
BIC:                                    AIBKIE2D 

 

Bank:                              AIB (NI)
Bank Address:               AIB (NI) Bank, 33-35 University Road, Belfast, BT7 1ND
Account Name:             Calor Gas Northern Ireland Ltd
Account number:          93-84-24
Sort code:                      19526010
IBAN:                               GB97FTBK93842419526010
BIC:                                  FTBKGB2BXXX

Take your completed payment slip, found at the bottom of your Calor bill to a bank and pay over the counter. Please note, some banks may charge for this service.

Contact Calor for the Republic of Ireland on 01 450 5000 or for Northern Ireland on 028 9045 5588 to make your payment by Debit or Credit Card.

24/7 Automated payment
You can now pay your bill by card over the phone using our 24 hour automated payments system. Please have your account number and the card you wish to pay your bill with ready.
In order to maintain the highest level of service we may record and monitor telephone calls.

You can send a cheque to the following address. Please ensure your Calor account number is written clearly on the reverse of the cheque and the cheque is signed.

ROI Customers:
Calor Teoranta
Longmile Road
Dublin 12

NI Customers:
Calor Gas Northern Ireland Ltd
Airport Road West
Sydenham
Belfast
BT3 9EE
 

What is our EasiPay Payment Plan?

The EasiPay Payment Plan is designed to assist customers in managing the cost of their annual gas supply and standing charges. This plan allows customers to set up a fixed monthly direct debit payment. For example, a customer may choose to pay €120 or £100 per month towards their Calor Gas bills. These payments will accumulate on the customer's account and be applied to the outstanding balance.

For customers who have been with us for at least 12 months, the EasiPay plan amount will be calculated based on an average of their usage over the past 12 months. New customers will be set at a minimum of €120 or £100, which will be reviewed annually. If a customer's EasiPay plan does not align with their consumption, we will contact them to request an adjustment to the monthly amount. Alternatively, customers can make a one-time payment to their account.

As your energy usage may fluctuate, we recommend that you periodically review your monthly EasiPay amount. If you find that an adjustment is necessary, kindly contact us at the provided phone numbers to make the appropriate changes. This will ensure that your account remains in in-line with the Calor EasiPay terms.

The EasiPay option is available to domestic customers only and is subject to terms and conditions. To learn more or to sign up for the EasiPay plan, customers can log onto www.mycalorgas.com or contact one of our Payment agents directly at 01 450 5000 (Republic of Ireland) or at 028 9045 5588 (Northern Ireland).
The EasiPay option is available to domestic customers subject to terms and conditions.
We have designed our EasiPay Plan to help you to spread the cost of your peak fuel bills throughout the year. If you have already been a customer for 12 months, your EasiPay plan will be calculated based on an average of your usage over the 12 months. New customers are set at a minimum of €120 / £100 and reviewed during the year. If your EasiPay payment plan is not in line with your consumption we will be in touch with you to request an increase in the monthly amount, or alternatively, you can make a payment to your account.

The EasiPay Payment option allows you to pay us for your full year’s supply of gas and standing charges in 12 equal monthly planned payments. We will continue to supply your gas on a regular basis. A fixed amount is processed by Direct Debit on the 28th day of each month for Republic of Ireland customers, and on the 10th or 28th day of each month for Northern Ireland customers.

For further information use the Contact Us form on the Website or contact Calor for the Republic of Ireland on 01 450 5000 or for Northern Ireland on 028 9045 5588
For ROI customers, if you are currently on a Direct Debit and wish to switch to the EasiPay option, this can be done by logging onto www.mycalorgas.com. For any other changes, please contact our customer support teams by calling 01 450 5000 (ROI) or 028 9045 5588 (NI). We will assist in making the necessary changes to your account.

Twice yearly, we carry out a review of your account to ensure you are paying the correct monthly amount to cover your energy costs. 

We review your Calor invoices for the last year and then estimate what your total costs will be for the next 12 months. 

We then include your present account balance (debit or credit). The total amount to be collected is then calculated to give your new monthly payment. A letter is sent to inform you of any adjustment. 

Please note: if your account is in credit, you may be entitled to a refund subject to a review of your account. 

If you pay by EasiPay direct debit, it is normal to build up a credit over the summer months. The credit will then be used during the winter when you are likely to use more energy. You can still request a refund, but your future direct debit payments may need to change.

Still need help?

Can't find the answer you are looking for? Complete the below form and a member of the Calor team will get in touch to help with your query.

We need to ask this due to data protection law but it will also help us to service you more efficiently.

To keep things safe we will always respond to you using the email you registered with on My Calor Gas.

Calor's Privacy Policy

PRIVACY POLICY (“POLICY”)

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You should know what information about you we collect and how we use it. This issue is very important to us, so we have set out full details in this Policy. Please take the time to read this Policy in full and understand it. You have complete control over your personal data processed by us and you have a genuine choice to accept or decline our requests to process your data.


We will only process your personal data with your consent, which we will confirm is freely given, specific, informed and unambiguous. You may withdraw your consent at any time where our right to process your personal data is based only on your consent.


WHO ARE WE?


Calor Teoranta is a company incorporated in Ireland (registration number 15249) and having its registered office at Long Mile Road, Dublin 12. Calor Gas Northern Ireland Limited, is a company incorporated in Northern Ireland (registration number N10008192) and having its registered office at Airport Road West, Sydenham, Belfast, BT3 9EE (collectively "Calor").


Our websites www.calorgas.ie, shop.calorgas.ie and www.mycalorgas.com and the Liquefied Petroleum Gas (“LPG”) related products, services and materials available thereon (together, the “Website“) is owned and operated by Calor Teoranta, a company incorporated in Ireland (registration number 15249) and having its registered office at Long Mile Road, Dublin 12.


We are a ‘data controller’ of the information you provide to us. We control the way information is used and processed. We will never wilfully disclose your personal data to any third parties without your prior consent. We have selected the Irish Data Protection Commissioner as our Lead Authority.


What INFORMATION do we collect and when?


We only collect information that we will genuinely use for the purposes set out in this Policy. Specifically, we collect:




  • All information you choose to submit to us through different mediums; You can choose to submit information to us through a lot of different ways:





    • Through hard copy paper fuel supply agreements signed by you;


    • By entering your details into MY CALOR GAS at www.calorgas.com;


    • Through forms, for example in signing up to an offers, news or a competition;


    • By sending us emails and text messages (SMS or MMS);


    • By speaking to us in our offices or over the telephone, for example in making an enquiry about a purchase or order for supply you have made, or a complaint; or


    • By registering accounts on any of our websites or mobile apps.






  • All information you choose to submit to us through different mediums; You can choose to submit information to us through a lot of different ways:

    • Through hard copy paper fuel supply agreements signed by you;
    • By entering your details into MY CALOR GAS at www.calorgas.com;
    • Through forms, for example in signing up to an offers, news or a competition;
    • By sending us emails and text messages (SMS or MMS);
    • By speaking to us in our offices or over the telephone, for example in making an enquiry about a purchase or order for supply you have made, or a complaint; or
    • By registering accounts on any of our websites or mobile apps.


    • Full details of the purchases you make;

    • Your Calor account number and related fuel transaction details;

    • Information on what you view, click on and access in and through our marketing emails and text messages (SMS or MMS), websites and mobile apps;

    • Technical information about the devices you use to access our websites and our apps;

    • Your social media content where this is in the public domain, and any messages you send to us via social media;

    • Eircode information;

    • Information from banking, credit card and credit reference agencies;

    • Profile information and insight from companies who already have information on you;

    • Information collected from our meter and telemetry systems;

    • Information collected independently by online advertising networks, which may include very limited information we collect from you by way of Facebook campaigns using a 'callback' feature and other methods of consumer 'profiling' as defined in the GDPR. We conduct these campaigns only with your consent and with the assistance of third party data processors, and customer contact centres, pursuant to strict data processing contracts. We note that Facebook itself is a third party data controller who processes your data by your consent alone. Calor does not provide any personal data to Facebook in return. It is a matter for you to review Facebook's Privacy Policies.


    HOW do we use your information?


    We use the information we collect for many reasons, here are just some reasons below:



    • To supply you with LPG and related LPG products;

    • To locate and assist you in a gas emergency situation and/or notify you in event of an interruption in LPG supply or necessity to shut off LPG supply;

    • To supply you with safety and technical information in relation to your LPG supply, including what to do in case of a gas leak or if you smell gas;

    • To ensure the LPG we supply to you is delivered, stored and metered in a safe manner;

    • To provide you with our websites and mobile apps;

    • To gather feedback from you; and


    To communicate with you about operational changes to our products, services, websites and mobile apps.


    WHO DO WE SHARE YOUR INFORMATION WITH?


    We cannot run our business or provide many of the services, LPG supply, and benefits you expect to receive without involving other people and businesses, and sometimes we pass your information to these other people and businesses as set out below. We only share your information where we can do so in accordance with our legal data protection and privacy obligations.


    We share the information we collect with:



    • all of our group companies, brands and business units that have relationships with our customers and fuel users;

    • other people and businesses who help us provide our installations, websites, mobile apps, fuel products, and related services to you and any new business partners we may have;

    • Our professional advisors, our insurers and insurance brokers, banks, finance companies credit reference agencies, central and local government departments;

    • customer insight companies;

    • possible Rewards companies;

    • the Gardaí , local authorities, and the courts; and

    • other people who make a subject access request or "SAR" to us, where we are allowed to do so by law (see “Managing Your Information” below for what we mean by a “subject access request”).


    Social media, blogs, reviews, and similar services


    Any social media posts or comments you make to us will be shared under the terms of the relevant social media platform (e.g. Facebook, Twitter or LinkedIn) on which they are made and could be made public by that platform. These platforms are controlled by other people, not us, so we are not responsible for this sharing. You should review the terms and conditions and privacy policies of the social media platforms you use to ensure you understand how they will use your information, what information relating to you they will place in the public domain and how you can stop them from doing so if you are unhappy about it.


    Any blog, review or other posts or comments you make about us, our products and services on any of our blog, review or user community services will be shared with all other members of that service and the public at large.


    You should ensure any comments you make on these services, and on social media in general are fit to be read by the public, and in particular are not offensive, insulting, defamatory, or infringing upon any of Calor's trademarks. You are responsible for ensuring that any comments you make comply with any relevant Policy on acceptable use of those services.


    SECURITY OF YOUR INFORMATION


    Much of the information we receive is provided in paper form, on our LPG supply contracts, or electronically, originating with your relevant device and then transmitted to us by your relevant telecoms network provider. Where it is within our control, we put measures in place to ensure this data is reasonably secure. Once your information is received by us, we take its security very seriously.


    We use appropriate procedures and technical security measures (including strict encryption, anonymisation and archiving techniques) to safeguard your information across all our computer systems, networks, websites, mobile apps, offices and stores as much as possible.


    In particular, we follow an internationally recognised security standard known as “ISO 27001”, and the Payment Card Industry’s Data Security standards (otherwise known as “PCI-DSS”).


    We also use secure means to communicate with you where appropriate, such as ‘‘https’’ and other security and encryption protocols.


    INTERNATIONAL TRANSFER OF YOUR INFORMATION


    Although we are a business based in Ireland and Northern Ireland, we need to use suppliers who are of an international standing on occasion to help ensure you receive the very best in products and services from us.


    To allow us to run our business on this basis, the information we collect may be transferred to, stored and used at premises in countries around the world, outside of the EEA. Our transfer of information to other countries could result in that information being available to government and other authorities in those countries under their laws.


    Calor will never transfer data abroad without strict adherence to the requirements of the General Data Protection Regulation ("GDPR") and EU law to ensure your personal data enjoys the same safeguards elsewhere as it would at home.


    HOW LONG DO WE KEEP YOUR INFORMATION FOR?


    In accordance with our legal data protection, marketing and privacy obligations, we will only retain your information for as long as we actually need it to achieve the purpose(s) for which we obtained it in the first place.


    We will then either securely delete it or anonymise it so that it cannot be linked back to you.


    MANAGING YOUR INFORMATION


    You can contact us to discuss your information at any point in time using the details provided below.


    It is very important to us that all the information we hold about you remains accurate and up-to-date at all times to reduce the chances of us having a misunderstanding. We try hard to make sure this is the case at all times regardless of what information we hold about you.


    We need your help in doing so though. If you have any account with us, online at MY CALOR GAS or for your home fuel supply, please ensure that the information you provide to us through that account (e.g. any contact information you provide) remains accurate and up-to-date. Please review and update it regularly.


    You have a number of rights which we respect and aim to uphold in all that we do. These rights include:



    1. Correcting inaccurate information.

    2. Stopping our marketing. We provide the means for you to stop all email and text (SMS or MMS) communications you receive from us – please see the ‘unsubscribe’ link and ‘STOP’ details we include in each email and text respectively. You can also contact us at any time using the details below and let us know what you would like us to change.

    3. Asking us about your information. You have the right to ask us whether we hold information about you and if so, for us to give you certain details about that information and/or the information itself. Certain exemptions and conditions apply to this right. It should be made in writing or by email to Calor’s Legal Department, Long Mile Road, Dublin 12 or by email to legal.department@calorgas.ie and you are required to give us reasonable details about the information you seek. We may also charge a fee where appropriate.

    4. Reviewing our use of automatic computer processing. You can ask us to have one of our staff review a decision about you which has been taken automatically by computer.

    5. Asking us to restrict the processing of your information in certain circumstances..


    We reserve the right not to comply with any requests we receive where we may lawfully do so, if we reasonably believe a request to be malicious, technically very onerous, to involve disproportionate effort or harmful to the rights of others.


    If you have any complaints about our use of your information, please contact us. We will do our very best to resolve any complaint to your satisfaction. If you feel we do not meet the high standards we expect of ourselves, you may have a right to complain to the Irish Data Protection Commission ("DPC") at www.dataprotection.ie , or to the Northern Ireland office of the UK Information Commission ("ICO") at www.ico.org.uk.


    Updates to this Privacy Policy


    We review our use of your information regularly. In doing so, we may change what we collect, how we keep it and what we will do with it.


    As a result, we will need to change this Policy from time to time to keep it accurate and up to date.


    If we change this Policy, we will endeavour to tell you about it. That way you can check to see if you are happy with our Policy, before proceeding any further. Please look out for notices from us.


    If, following any changes, you continue to use our websites and mobile apps, contact us by telephone or otherwise provide information to us (for example through our stores or social media) we will take it that you agree to those changes. Contact us


    If you want any further information about our use of your information, our websites or mobile apps or have any other privacy questions relating to us, we’d be happy to help you.


    Please contact us by email at legal.department@calorgas.ie or call 01 450 5000 or write to us at:


    Legal Department, Calor Teoranta, Long Mile Road, Dublin 12


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