Our Standards and Ethics

Standards

Treating Customers Fairly

TotalEnergies 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.

Back-billing

TotalEnergies 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 Badge TotalEnergies 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.

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.

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 TotalEnergies 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.

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.

ISO Certification

TotalEnergies Gas & Power has been registered to ISO since 1994. We realise the importance and underlying values the certification holds. The quality standard ISO encompasses the beliefs and attitudes of our business to become a premium service provider.

Secure Card Payments

TotalEnergies Gas & Power maintains accreditation with the Payment Card Industry Data Security Standard (PCI-DSS) to demonstrate our compliance with the requirements to securely manage credit card payments and the process and controls to secure stored payment card information.

Ethics

TotalEnergies 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

The information above is correct as of December 2021.