Natural gas consumers in Northern Ireland are generally satisfied but want improved customer service, a survey has shown.

The Gas Watch independent report by energy watchdog the General Consumer Council has identified areas of customer satisfaction and dissatisfaction and made several recommendations.

The natural gas network in Northern Ireland has been developed by Phoenix.

General Consumer Council chairman Steve Costello said it was encouraging to see that consumers were positive about their experience of natural gas.

RECOMMENDATIONS

Tell customers central heating appliances need annual servicing Identify causes for the number of billing complaints Direct debit customers should get at least two bills a year Higher technical standards & customer service skills should be included in training Tenants should get 'who to contact' advice for gas problems

"With Northern Ireland's traditionally high energy costs, it is reassuring that almost 80% of consumers surveyed found their gas costs to be as expected or lower than expected," he said.

"However, there is more work to be done."

He said that one in five consumers were unhappy with the process of getting gas into their homes, and called for installers to improve their workmanship, especially when installing central heating systems.

He also called for Phoenix to ensure that its complaints procedure "does not add to customers' frustration".

"With more than four in 10 customers dissatisfied with the way their complaint was handled, we are pleased that Phoenix has agreed to work with the General Consumer Council to improve their systems," he said.

Mr Costello acknowledged the "achievements of the gas industry in rolling out natural gas to 50,000 customers".

The General Consumer Council represents gas customers and will assume responsibility for electricity customers from 1 April 2003.