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Our Standards and Ethics

Standards

Treating Customers Fairly

Total Gas & Power believes in the mutual benefits of excellent customer service. We will behave and carry out actions in a fair, honest, transparent, appropriate and professional manner.

Read more about our principles

Back-billing

Total Gas & Power adheres to the ICoSS Non-Domestic back-billing principles which are voluntary standards for back-billing of micro-business energy customers. Please visit ICoSS website (opens in new window) for more details.

Cyber Security Risks

Cyber Essentials BadgeTotal Gas & Power has now achieved Cyber Essentials certification, a reflection of our commitment to protect our systems and data from cyber security risks, and the fact that we have in place a range of processes and controls to help us achieve this. 
https://www.cyberessentials.ncsc.gov.uk/

Visiting a Customer's Premises

Visiting a customer's premises is an important part of several of the routine activities Total Gas & Power carries out as a business to business energy supplier.

We are committed to ensuring that the experience customers have when one of our representatives does visit their premises is a quality one, and one that reinforces our focus on customer service.

 

Read more about visiting a customer's premises

New measures to help us improve the service we deliver to you

Customer On-boarding Process
We have improved the way that we welcome you to Total Gas & Power by sending all new customers a welcome booklet containing useful, up-to-date information. We also attempt to contact all new customers between when you accept a price from us to when you receive your first bill.

Read more about our service delivery

Institute of Customer Service

We are proud members of the Institute of Customer Service. The Institute supports businesses in their quest to improve the client experience and business performance.

The Institute of Customer Service - Member

Ethics

Total is committed to growing its business based on shared values and common principles that clearly assert its ethical standards and accountability for all its businesses. Ethics Charter (PDF - 2.71 MB)

The information above is correct as of August 2019.