As a universal service provider, Tigáz Zrt. has operated in the following 11 counties since 1 July 2009, when the Act XL. of 2008 on natural gas supply entered into force:
- Hajdú-Bihar, Szabolcs-Szatmár-Bereg, Jász-Nagykun-Szolnok, Heves, Borsod-Abaúj-Zemplén, Nógrád, Pest, Bács-Kiskun, Csongrád, Fejér and Komárom-Esztergom
Similarly to utility service, universal service is a heavily regulated service, representing mostly a service package at a specific safety level of supply, specified in the legal regulations.
Compared to the utility service, it is a major difference that only part of the users* are eligible for universal service. Users not eligible for universal service can satisfy their natural gas purchase requirements on the liberalised market, by purchasing gas from natural gas dealers. Users eligible for the universal service can decide whether or not to operate on the liberalised market or stay with the universal service provider. The universal service provider having an operational licence on the territory is obliged to supply natural gas to those users who intend to purchase it within the framework of universal service.
*(each residential consumer, each non-residential consumer with 20 m3/hour or lower purchased capacity, users with more than 20 m3/ hour but less than 100 m3/hour consumption until 30 June 2010 and users possessing district heat generation licence specified in a separate act until 30 June 2010.)
In the universal service, the universal service provider purchases, stores, supplies and distributes natural gas within the framework of gas supply and provides a universal service to users eligible for it. In order to provide this service, it enters into a contract with the appropriate licensees on gas purchases, transportation and storage and with the natural gas distributor on the use of the distribution network. In addition, the universal service provider may also enter into a contract with the generator for the purchase of natural gas.
Most important tasks under the universal service:
- Satisfaction of any new and increasing natural gas demand of users eligible for the universal service on the territory specified in the operational licence of the universal service provider in compliance with the provisions of the applicable legal regulations and with the involvement of the locally competent distribution licensee,
- conclusion of a universal service contract with users eligible for a universal service,
- tasks related to gas fee invoices and payments,
- operation of a customer service in compliance with the requirements of the legal regulations,
- conclusion of a contract with a natural gas trader or generator on the purchase of natural gas.
In order to provide quality services to our consumers, we deal with inquiries made in person, at the customer service by telephone and in writing. This does not only mean letters received by post, but our internet website is also available for our consumers.
The most important task of the universal service providing business line is to offer high-quality services to our clients that are based on the mutual understanding and satisfaction of the Parties.
In order to achieve this objective, the division operates a complex customer service, where consumers receive all necessary information, can make remarks and complaints and receive a reply and remedy for them within the deadline specified in the applicable regulations.