Codes of Practice

Codes of Practice

Here are a few Codes of Practice that you may wish to adhere to:

1 Contact Information

Go Power Contact Information
At Go Power we are available to help and assist you, the customer at all times. We have provided below all the information required to contact us. You can contact us via telephone, email or post. We aim to respond to you as efficiently as possible and provide you with all necessary information.

Please contact our Customer Service Team on:

01866 5612
Monday - Friday
9.00am – 5.30pm
Please also feel free to contact us in writing at:

Go Power 
Unit 12 Blanchardstown Corporate Park
Dublin 15
By email:
Or visit our website:
Other Helpful Contact Details you may require:
Electricity Readings (Phone)                   01866 5612
Electricity Readings (Email)          
ESB Emergency Helpline                        1850 372 999  

Citizens Advice Board                            0176 107 9000

2. Marketing Advertising and Sign Up

Code of Practice on Marketing, Advertising and Sign-up 

We want to give you full confidence and trust in the marketing of Go Power’s energy supply within the commercial and industrial sector. We will ensure that our representatives do not exploit a person’s inexperience, vulnerability or apply pressure when marketing.
We market our products and services for the following reasons; promote awareness of the Go Power brand, to compete against other suppliers in the market, acquire new customers and provide existing customers of products and services available. We will market our products and/or services by a range of methods, these include; Invoice insert, radio, press, direct mail, telesales, affinity deals with groups and organisations, internet and sales agents. 
We are committed to ensuring all our marketing and advertising campaigns are:

  • Accurate, fair and transparent representations of both our own and our competitors’ products, services and all related charges, including any or all standing charges.
  • We will specify transparently the offer or product being marketed and the duration of the promotional offer.
  • The marketing will be displayed in clear and plain language.
  • Fair in both content and format of presentation.
  • We will make comparisons on a like for like basis, with the data source and date clearly presented. If the tariff is due to change within the next three months when comparing a like for like bases we will notify you of this.
  • We will make you aware that all tariffs, including our competitors are subject to change.
  • Where changes in the terms and conditions are not known at the time of sign up you will be informed in writing of changes in advance no less than 30 days and no more than 60 days before the end of the promotional contract.
  • We will display our discounts and rival discounts clearly and outline all charges.
  • We will make you aware of all our offer terms and conditions and the duration when advertising.
  • Display a list of terms and conditions on our website when offering promotional or introductory incentives or discounts.
  • Present all of our tariffs in a clear and transparent manner that conforms to current CER Energy Supply Regulations.
Data Protection
We recognise the rights of the customer under data protection legislation. We will only use personal information for the purposes for which it was collected.
Training of sales staff
We will ensure that all sale agents who work for Go Power are trained and understand the following information:
  • The arrangement for competition in the market
  • Prices charged by Go Power to the customer
  • The terms and conditions of supply
  • The duration of the contract
  • Go Power responsibilities contained in our marketing code of practice and the other customer codes of practice
We will never knowingly mislead you with inaccurate information. All our sales representatives receive regular training to ensure they always work to the highest possible standards. We want to ensure that you are sold a quality product and one which you want to buy. If you were knowingly mislead during our sales process and have paid more for your energy as a result of that process we will compensate you. If you feel you have been misled please do not hesitate to contact us on the below information.

Our Customer Care Team will be waiting to take your call on 01866 5612*. Alternatively you can email us at  and we will respond to you within 24 hours, Monday to Friday. 

Telephone Sales
Go Power Staff will identify the following information when engaging in telephone marketing;
  • Customer’s name
  • Contact number if requested
  • Company name
  • The reason for the call
If you at any point on the phone express you do not wish to continue with the conversation we will cease the phone call.
Field Sales
Our staff at Go Power will identify the following information when engaging in Field Sales;
  • Produce an identity card that displays our sales representative full name, photograph, business name, business address and company number.
  • Inform you of the reason for the visit and enquire if you wish to progress further.
  • Sales staff must stop with the sales pitch if you no longer wish to proceed.
  • Advise you on how to be removed from the contact list.   
Marketing by email and SMS
  • Company name and address
  • Email address
  • Company contact number
  • Details of how to unsubscribe at no extra cost
Marketing by SMS
  • Company name
  • Details of how to unsubscribe at no extra cost
If you express to us that you do not wish to be contacted again for the purpose of marketing, we will log the request and remove you from our marketing database in line with data protection. We will send you written confirmation that you have been removed, if requested.

Sign-up Process
The following information will be provided to you when signing-up:
  • We will confirm that the person opening the account has the authority to do so on behalf of the business.
  • We will go through products available and explain the charges associated with them.
  • We will explain any discount associated with the chosen product and how this will be applied.
  • We will explain how you will be billed including billing frequency.
  • We will explain how you can make payment against the bill.
  • Duration of the contract.
  • We will confirm you understand that you are switching to a specified product with a specified payment method. If you wish to pay with a different payment method, charges will be subject to change.
  • We will explain any deposit or charge associated with the product being chosen.
  • Your account information may be used with respect to debt flagging.
  • We will provide you with a copy of the terms and conditions of supply, contract and the rates that apply to the product you are signing up to or highlight the key terms and conditions and forward a copy to you within an appropriate timeframe.
  • There may be a penalty that will apply if you do not meet the terms of the contract.
  • Your existing account will be closed and the new account with Go Power will be opened.
At Go Power we pride ourselves on the highest level of service and dedicated account management. However, if you feel in some way that we have not served you as well as you deserve we would like you to make us aware so as we can ensure that the issue is handled correctly and that it will not happen again.
Making a Complaint
To make a complaint please feel free to contact our Customer Service Team on the following:
Customer Service
01866 5612 
Monday - Friday
9.00am – 5.30pm
Customer Service (Greater Belfast Area)
(048) 90 790000
Monday - Friday
9.00am – 5.30pm

By email:

Or in writing to the following address:

Customer Service Department
Go Power 
Unit 12 Blanchardstown Corporate Park
Dublin 15


3. Payment of Bills

Code of Practice on Payment of Bills
On signing an Energy Supply Contract with Go Power and becoming a customer, you agree to accept supply of electricity and/or gas by Go Power and in return to pay for the supply of electricity and/or gas in accordance with Go Power’s Terms and Conditions (which accompany the Energy Supply Contract available to download within the Documents and Forms section of this website).
In addition, copies of this document can be obtained free of charge upon customer request. Please contact us via telephone, e-mail or post. All details are at the bottom of this document.
Customer Account Billing
You will receive bills for your consumption once every month. Your bill will be issued on the month following supply of electricity and/or gas at the supply point.
Your bill will show the consumption for the period of which the bill covers.
In addition, the bill will show the previous meter reading and current meter reading for your meter. Besides each of these readings, Go Power will state whether the reads are Actual Readings (AR) or Estimate Readings (ER). We will contact you via email, phone or SMS for you to provide a monthly meter read. If a read has been submitted by you, the read will be passed onto the appropriate Network Operator within one week.

The bill will be based on the contract between Go Power and the customer and will be billed in cent/Kwh. Any changes to the unit rate of the annual regulatory review will be communicated to the customer in advance of billing.
Go Power’s standard payment terms are payment by SEPA Direct Debit (Collected by Go Power on 21st of the month following supply). Therefore, the Direct Debit will be collected approximately 11 days after the customer bill is issued. If there is any changes in the amount to be debited we will notify you 14 days in advance unless agreed otherwise. 
If you have any queries or questions regarding bill interpretation or incorrect meter readings please contact out Customer Service Team, using the telephone, email and address details below.
Go Power may ask new or existing business customers for a security deposit. Each case will be reviewed on an individual bases. For more information please visit our website
Payment Problems / Difficulties
If Go Power has a problem collecting the Direct Debit payment, the dedicated Account Manager to your account will contact you to try and resolve the problem as quickly as possible. At Go Power we understand that sometimes due to unforeseen circumstances a customer may have difficulty making a payment.
If your business is experiencing financial difficulties we will work with you to try and arrange a sensible payment plan to pay any outstanding debt. We encourage that you communicate with us as soon as you are aware of such financial difficulties. We will monitor the progress of the payment plan until the payment issues are resolved.

If you fail to communicate with us with regard to outstanding debt or do not keep up the payment plan terms agreed, Go Power will be forced to issue a disconnection notice to the meters affected under your contract and follow the disconnection procedure.

If you know that your SEPA Direct Debit will not collect in advance of the collection date please inform Go Power’s Accounts Team using the following information:
Accounts Team
01866 5612 
Monday - Friday
9.00am – 5.00pm

Please also feel free to contact us in writing at:
Accounts Team
Go Power Head Office
16 Churchtown Road
BT80 9XD
By email:
Go Power Will:

  • Promote this code of practice so you can easily get a copy.
  • Train our staff to deliver the services outlined in this code and will keep our training up to date.
  • We will issue clear and timely bills to all our customers.
  • We will deal with all customer enquiries courteously and fairly while in accordance with stated policy.
  • We will keep all the information you give us in the strictest confidence.
If you are moving business or closing your account with Go Power, you will need to give us:
  • A closing meter reading
  • If you cannot provide us with a closing meter reading, you will need to agree to an estimated reading with us, or,
  • Provide Access to Gas Networks Ireland and/or ESB to read and lock the meter at your premise
  • In the event that you cannot provide a meter reading, do not accept our meter reading or cannot provide Gas Networks Ireland and/or ESB access to the premises, you may be charged an administration fee of €65 in order for us to try to obtain a final read.
Closing Account and Issuing Final Bill
If the customer is vacating a premise Go Power will have to be notified of the date and the closing meter read. Notification of leaving a premises must be done before the leaving date. This will prevent estimated bills. If you have not notified Go Power and no meter read has been provided, Go Power will estimate the closing read and date. Where a customer has switched supplier or closed their account the final closing bill will be issued not later than six weeks from the effective date of the change of supplier or account close taking place. Please see Go Power’s terms and conditions for more information.
Contact Go Power
LCC Group Limited T/A Go Power
Call on 01866 5612
Go Power 
Unit 12 Blanchardstown Corporate Park
Dublin 15


4. Meter Readings

ESB T&D will continue to take readings of your meter at least once a quarter, it would be highly recommended that you take your meter reading every month, so that your bills reflect your consumption, this would allow you to manage your account more effectively. 

By providing meter readings every month, you will be able to budget ahead with future bills as there would be no unexplained fluctuations in the usage of your bill.

5. Complaints Handling

Complaints Handling Procedure

At Go Power we pride ourselves on the highest level of service excellence and dedicated account management. However, if you feel in some way that we have not served you as well as you deserve we would like you to make us aware so as we can ensure that the issue is handled correctly and that it will not happen again.
Making a Complaint
To make a complaint please feel free to contact our Customer Service Team on the following:
Customer Service
01866 5612 
Monday - Friday
9.00am – 5.30pm

By email:

Or in writing to the following address:

Customer Service Department
Go Power 
Unit 12 Blanchardstown Corporate Park
Dublin 15
Complaints Handling Procedure @ GO Power

  • All customer complaints received will be logged and assigned a reference number. Your details will remain private and confidential (We ensure we work within your rights under the Data Protection Act)
  • We will provide you with a satisfactory explanation of the issue you are experiencing, an apology and/or some form of redress (as appropriate).
  • All complaints will be passed to the relevant department so as they can be dealt with as quickly and efficiently as possible.
  • We will aim to respond and hopefully resolve all customer complaints on the day the complaint is logged.
  • A member of the Go Power Customer Service Team will contact you with this response by telephone or in writing/e-mail depending on the nature of your complaint and/or your preference.
  • If you are not satisfied with our response, you can escalate your complaint to our Customer Service Manager by phone, e-mail or in writing.
  • Go Power will resolve all customer complaints within 2 months of the complaint being initially logged, except in cases where you are not engaging with us or technical procedures will be required that will extend the time required to reach a decision.
  • If you are entitled to a charter payment, your account will be credited within 14 working days. If there are arrears on the account, this money will be credited off the arrears. If you would prefer a refund, this can be arranged provided that there is sufficient credit on your account.
  • Where the CER is investigating a complaint, we will refrain from taking follow up action in relation to any monies that are the subject of dispute. There will be no action taking place prior to the CER issuing its final decision on the complaint. We are entitled to follow up additional monies accrued before or after the specific bill in dispute, which remain unpaid.
  • Where a customer has completed Go Power’s complaints handling process, you will receive written notice of closure of the complaint from Go Power (by letter or email).
Go Power Will:
  • Promote this code of practice and have it readily available to customers.
  • We make it easy for you to make a complaint.
  • We will always apologise if we make a mistake.
  • We will empower our front line staff to endeavour to resolve the problem straight away.
  • We will formally record the specific failure and your feedback in relation to the matter.
  • We will treat your complaint with sympathy.
  • We will treat your complaint in a confidential manner.
  • We will explain how we plan to resolve your complaint.
  • We will have a transparent escalation procedure for complaint resolution.
  • We will train our staff to deliver the promises we make in this code and will keep our training up to date.
  • We will monitor and measure the service we give to make sure we are keeping our promises.
Still not happy?
If you are not entirely happy with the way your complaint was handled, you can contact the CRU who will be able to take the complaint further in order to find a resolution to the case in regards to electricity and/or gas. The CRU plays a role in relation to dealing with unresolved issues with respect to energy suppliers. You can contact the CRU in writing, via email or by phone:
The Customer Care Team, Commission for Regulation of Utilities, P.O. Box 11934, Dublin 24
Tel: 1890 404 404
Fax: 01 4000 850

6. Efficient Use of Electricity

Codes of Practice on the Efficient Use of Electricity
At Go Power, in addition to helping you save money on you electricity supply through more competitive rates we also encourage you to save money through helping you reduce the electricity used at your Business premises. Please see below some of the tips we think will help to reduce electricity consumption and to help your business become more energy efficient.
Tips for Efficient Use Of Electricity for Business Customers

In order to try and reduce some of your energy usage, here is some useful energy saving tips:

Lighting in your Business

  • Use energy saving light bulbs, these may cost more, but they use far less electricity than normal bulbs, saving you money in the long run.
  • Turn off any lights you don’t need, but make sure you have enough lighting on stairs and hallways.
  • Keep your lampshades and bulbs clean. They give out less light if they are dirty.
  • Use lighter lampshades where possible. Darker lampshades give out less light so you might need to use a higher watt bulb with them.
  • Spotlights can be more expensive to run than other lighting, so avoid leaving them on for a long time. Were possible use sensor-activated lights
  • Fluorescent tubes give out more light and are good for kitchens and workspaces.
  • Consider how much light your business needs and see if you can take out one or two bulbs from a multiple light fitting. A small hallway may only need one 60 watt bulb instead of three. Make sure you turn off the light first and take care not to hurt yourself when removing the bulb.
Heating in your Business
  • Place heat reflectors behind radiators which are attached to outside walls, this reduces the amount of heat lost to the outside, especially in older premises without so much insulation. It is possible to buy special Radiator Foil for this, but tin foil (with the shiny side facing the radiator) will do nearly as well.
  • Seal up any drafts in doors and windows using draft excluders etc. For small drafts use stick on draft excluding tape, available from most DIY stores.
  • Draw the office blinds at night to keep the heat in (especially if you do not have double glazing).
  • Don’t heat rooms within the office space that are not in use.
Kitchen Spaces in your Business
  • Use the kettle to boil water for cooking, instead of heating a pan on the stove. Not only will this be more efficient, but it generally takes less time too!
  • Microwaves aren’t just handy for reheating leftovers. Use a microwave instead of the oven for fresh food too. They’re quick, easy and economical to use and they’re useful in your business for people eating at different times.
  • If you’re heating things in a microwave, try to use a microwave safe lid or cling film with holes in it to speed up cooking time.
  • Turn down the gas on a gas hob as soon as the water boils.
Switch all electrical appliances, where possible off at the plug instead of using the 'standby' function. During standby the appliances are still using electricity.
Most electrical appliances now come with an Energy Label like below, which detail out the consumption of the appliance, it is grouped into different tiers from A-G, with A being the greenest and G being the products which have the most consumption. The older the product the more likely it will consume more than a newer, similar product. Even though the product may be more expensive to buy than a product with a bad energy efficiency rating, the better the Energy rating on the product, the more likely that you will be able to save money on your bill, due to decreased energy consumption of the product.

7. Security Deposit for Commercial Customers

Security Deposit for Commercial Customers

Go Power may ask new or existing business customers for a Security Deposit, or an increase in the current Security Deposit amount. Each case will be reviewed on an individual bases.

Go Power will consider the following but is not limited to:

1. Company Registrations Office (CRO) Information
2. Usage
3. Industry Type
4. Credit Check
5. Payment History

Go Power will hold the deposit until the account is closed. The deposit will be repaid to the customer after the final bill has been settled provided all sums have been paid. Any requested Security Deposit must be paid within 14 days, failure to do so may result in cancellation of your contract and your energy supply may be disconnected. 

8. Code of Practice on disconnection for Domestic and Non Domestic Customers

Code of Practice on disconnection for Domestic and Non-Domestic Customer’s

Go Power consider disconnection of customer’s energy supply an action of last resort and only to be contemplated after all other avenues have been exhausted.
If you’re experiencing difficulties in paying your energy bills it is very important that you contact us and open up lines of communication as soon as possible.
If you don’t talk to us we can’t help!
Reasons for Disconnection

  • Debt
  • If Go Power have no current contract in place with the account holder for a premises.
  • There is no registered account holder at the address.
  • In the event of an emergency power may be disconnected for safety reasons.
  • Go Power are requested, on behalf of the customer, to withdraw the supply from a premises.
1.            Debt
If you advise us that you are having difficulty in paying your bills we will try to come to an arrangement that allows you to manage your bills and prevent unnecessary debt accruing on your account.  All our call handlers are trained to assess your circumstances impartially, fairly and sympathetically and there are a range of avenues we can explore with you if you find yourself struggling financially. We’re prepared to discuss with you alternative arrangements for settling your account. We can arrange for you to pay an agreed amount by instalments. Any payment arrangement will be carefully considered and mutually agreed. Go Power are committed to engaging with you and any nominated 3rd party acting on your behalf, such as money advisory agencies, a recognised charity or Social Welfare Representative and working together we will do all that we can to assist you in addressing your difficulties.
If an agreement has been reached by both parties for a payment plan to specifically avoid disconnection, details of the payment plan will be sent to you, setting out a clear explanation, in writing (via post or electronic mail) no later than one week after the payment plan has been agreed.
If your account goes into debt Go Power will make a minimum of two attempts to contact you in writing and a minimum of two additional attempts to contact you by an alternative method, which may include an attendance at your premises. Each attempt to contact you will take place no less than three working days apart. If we cannot contact you or if agreement cannot be reached disconnection will then be requested, however we would stress that Go Power views this as a last resort for both parties.   The notice requirements detailed below will be followed in such circumstances.
2.            Moving out or into a premises
If the customer is vacating a premise Go Power will have to be notified of the date and the closing meter read. Notification of leaving a premises must be done before the leaving date. This will prevent estimated bills. If you have not notified Go Power and no meter read has been provided, Go Power will estimate the closing read and date. Please see Go Power’s terms and conditions for more information. If you have just moved into a premises you must contact Go Power’s customer service team on 028 8676 0600, as soon as possible as you are responsible for all energy as soon as you move in or from the date of tenancy/ownership. If they fail to contact Go Power it may result in disconnection.
Go Power will advise the customer via post/email that a contract is required, along with a deposit request if applicable. This will also give 14 days’ notice of disconnection. For information on deposits please contact the Go Power customer service team on 01866 5612.
To give the customer every opportunity to avoid disconnection, Go Power will phone the customer during this period if details are available.
It is the responsibility of the owner/occupier to register the account.
3.            No registered account holder or occupant
If Go Power identify a property with no registered occupant we will send notice in writing to the property; deemed contract. The deemed contract will have contact details for the occupant to get in touch with Go Power. The deemed contract will be issued at least 14 days in advance of requesting disconnection of the premises.
4.            Disconnection due to safety reasons
At any time there are any safety concerns relating to the supply of Energy to your premises the Network Operator may disconnect the supply of energy to your premises.  The network Operator will reconnect the meter when it is safe to do so. This is outside Go Power’s control.
5.            Disconnection at the Customer’s Request
If the customer has an account with Go Power they can request a disconnection of the meter. Go Power will arrange this disconnection with the relevant operator on their behalf. Please contact the Go Power customer service team on 01866 5612 for charges to get the meter disconnected.
Notifying the Customer of disconnection
Go Power will give the following notice of intention in the event that we seek to disconnect a premises:
(a)          Domestic Customers will receive 14 days notice in writing
(b)          Non Domestic customers will receive 5 working days’ notice in writing.
The notice will detail the costs relating to the disconnection and costs for reconnection, all of which the customer will be liable to pay. The notice will display Go Power’s contact details and request that the customer gets in contact to arrange payment. Finally, Go Power may add an administrative cost for the action taken, these will be displayed separately on the notice.  A request for disconnection will be made to the Network Operator at the expiry of the notice period.  The Network Operator will make arrangements thereafter for the physical disconnection of the premises which may be within 48 hours of the request being made by Go Power.  Please note that the Network Operator representatives attending to disconnect a premises cannot accept payment in respect of your account.
Go Power will not disconnect the meter for the following reasons;
  • Where there is a mutually accepted payment arrangement and you are adhering to the conditions of that arrangement.
  • Where you have a genuine formal complaint about money owed, we will not disconnect you in relation to the disputed amount until the complaint process is completed. (All other bills must be paid as normal).
  • For failure to pay a bill which is not related to the supply of electricity/gas.
  • A customer is critically dependent on electrically powered equipment, which shall include but is not limited to life protecting devices, assistive technologies to support independent living and medical equipment.
  • For failure to pay a bill based on a regular estimate unless it is fair and reasonable in the circumstances, (e.g. access to read a meter is refused).
  • For non-payment of bills during the winter months (1 November to 31 March) by registered vulnerable customers. For detail of how to register as a vulnerable customer please see our Code of Practice on Vulnerable Customers.