Is it worthwhile switching energy suppliers to save?
QWE ARE in a modern semidetached property but last winter, our energy bills were higher than I was expecting. I am considering switching providers but is it a lot of work for little reward? Aisling, south Dublin
YOU can easily switch to a new provider if you are unhappy with the service you are getting from your electricity or gas company — or if you think you are paying too much.
Before you switch, check that you are not locked into a contract with your current provider. If you are still in a contract and you want to end it early, you may be charged a cancellation fee — which could cancel out the savings you might make by switching.
The utility regulator, the Commission for Regulation of Utilities, has accredited three independent price comparison websites: bonkers.ie, switcher.ie and powertoswitch.ie.
Switching only takes a few minutes to complete online or over the phone. There are three simple steps to follow.
First: choose a provider. Shop around and compare like with like.
Make sure you compare both the unit rate and the standing charge when comparing plans. Consider getting gas and electricity from the same provider if your home uses both. Some suppliers offer discounts if you get both your gas and electricity from them.
Consider paying by direct debit too. Most suppliers offer discounts if you pay your bills by direct debit.
Second: should you decide to switch electricity, you will need to give your new provider your meter point reference number. You will find this on your electricity bill and on your meter.
For gas, you will need your gas point reference number, which is also available on your gas bill or by calling Gas Networks Ireland. Your new supplier will ask you for your address and a meter reading. They will then make the necessary arrangements with your old supplier to have your account switched. Give your new supplier your bank details if paying by direct debit.
Third: switch. Once your account has switched over, your new provider will send you a welcome letter and you will receive a final bill from your old supplier. Make sure you read and understand the terms and conditions of your new contract.
US-based website buy
QMY HUSBAND’S birthday is coming up and I’m planning on buying him a pair of wireless headphones from a website. The website looks to be based in the United States. If he doesn’t like them, can I return them?
Sarah, Co Louth
WHEN you buy online from countries within the European Union, you have rights under the EU Consumer Rights Directive. This means, in most cases, you will be entitled to cancel your order for any reason within 14 days of delivery and get a full refund of the price paid and the standard delivery cost.
However, if the trader is outside the EU, as in this case, these regulations do not apply. Whether you can return your purchase will depend on the terms and conditions of the trader.
Before you make your decision, there are a couple of things to consider and steps to take. Firstly, it is a good idea to research the price of the product you are looking for across a number of sellers and websites. Be suspicious of websites which appear to sell it for significantly less. If it looks too good to be true, it probably is.
If you decide to go ahead and purchase, it is essential that you read the terms and conditions before you buy.
Check the business has full contact details, including its address, so you know where it is based and how you can contact it if there is any issue. Also check for information on how and when the product will be delivered and how you can return it if you do not want to keep it. It is important to note that even if the business does allow you to change your mind, you will need to consider the cost of returning the goods too.
When you receive the item, check it immediately to make sure it is what you ordered and that it is not broken or faulty. If there is a problem, act as quickly as you can.
Finally, you should also be aware that if you buy from a non-EU website, you will be responsible for paying value added tax on purchases over €22 and customs duty on items over €150. These charges could add greatly to the cost of your purchase.
Oven problems
QI BOUGHT a very expensive oven two years ago. Unfortunately, it stopped working a few weeks ago. It won’t heat up properly and keeps powering off. I contacted the manufacturer, who sent someone out to repair it — but it isn’t fixed and the problems are the same. I have been in touch with the retailer and have said I want a replacement. But it will only offer me another repair or a couple of hundred euro in store credit — which is nowhere near what the oven cost. What are my rights in this situation?
Alex, Co Galway
ONE of the things to consider is that some time has passed since you bought the oven. You have two routes open to you at this stage — through the retailer or through the manufacturer.
Firstly, you can try to negotiate with the retailer and come up with a solution. Usually, under consumer protection law, if you buy something that turns out to be faulty, you are entitled to a replacement, refund or for the fault to be fixed.
However, the law does not specify which recourse you are entitled to and given the passage of time in this instance, the solution will need to be negotiated between yourself and the retailer.
As you are not happy with the current offer of store credit, the next step is for you to write to the retailer stating your case and what type of refund you would find acceptable.
Failing a satisfactory response at that point, one final option available to you would be to pursue the matter through the small claims process (SCP). The SCP can accept cases up to the value of €2,000 and there is a current non-refundable fee of €25 to submit a claim.
You mention that you contacted the manufacturer too. It would be worth checking the paperwork you got with the oven to see if it is still under guarantee or if you took out an additional warranty. A guarantee is an agreement from the manufacturer confirming that it will repair or replace an item if something goes wrong within a certain amount of time after you buy it.
Warranties cover the product beyond the manufacturer’s guarantee period.
Consumers are not obliged to take out a warranty when they buy a product. But the benefit of such a policy is that it normally protects the customer from having to pay for repairs if the item breaks or becomes faulty within the period covered by the warranty.
Both guarantees and warranties are in addition to your consumer rights, such as those detailed above.
Email your questions to lmcbride@independent.ie or write to ‘Your Questions, Sunday Independent Business, 27-32 Talbot Street, Dublin 1’.
While we will endeavour to place your questions with the most appropriate expert for your query, this column is not intended to replace professional advice.