Gas Safety Script

Customer makes contact with Electric Ireland and advises there is a smell of gas /
suspected leak or similar:

1. The agent advises the customer as follows:

I advise you to ensure you are not within the vicinity of the suspected leak i.e.
move to a different area of the property/move away as much as possible

Provide the GNI number 1800 20 50 50 to ensure that if the line does
disconnect, the customers will have the tools to alert GNI themselves and have
the emergency attended to as quickly as possible.

2. Agent should then request the following information from the caller

• The address of the property in question or the location of the suspected gas leak
• The caller’s name
• The caller’s phone number
• If the caller does not have an address (as they might only be a passer-by) please
be as descriptive as possible when giving the location to GNI
• Ask the customer if Electric Ireland have carried out any work recently in the
property (i.e. gas boiler service/repair/replacement)

3. Agent advises the customer that they will transfer the call to GNI who will call out
and investigate. If the caller hesitates or has an issue when you advise that
someone will call out (it is usually because of a suspected charge) you can tell the
caller that this is a fully free service offered by GNI and there will be no cost
incurred.

If the caller still does not want to be put through or terminates the call the Agent
must contact GNI on 1800 20 50 50, advise that the caller has hung up and give
the callers Address, Name and Telephone number and any other relevant
information to the GNI Agent.
• The agent requests the customer to stay on the line and puts the customer on
hold and transfer them to Gas Networks Ireland (GNI) Emergency Control
Centre. The agent dials Gas Networks Ireland (GNI) on 1800 20 50 50
 In case the call is dropped or on hold for over 1 minute, you should hang up and
ring GNI directly on 1800 20 50 50.”

4. The FMI agent advises the GNI agent that they have a caller on the line who is
reporting a smell of gas / suspected leak at: (give location of suspected leak and
name and phone number of caller), take note of the GNI call reference number
provided by the GNI agent and then transfer the call through.

5. If the caller is an Electric Ireland Customer, please update a contact on their

account via CRM7 to capture the full details of the call.

6. FMI Agent will immediately issue an email to FMI Contact Centre Managers
fmiccmanagers@fmi.ie to advise them they have received a call from a
customer reporting a smell of gas or a suspected gas leak, and outline actions
taken on foot of the call.

Template for Team Leader / Duty Manger Email:

Caller name:

Caller Phone Number:

Address / Location of suspected leak:

Nature of Emergency:

Has Electric Ireland carried out any work in the property?

Follow Up Action: