Primary Services - Telephone, Electricity and Gas

Our largest telephone company - Eircom plc provides its staff with a brochure so as to encourage consistency in the implementation of its plain language objectives. This brochure promotes many aspects of plain language. It encourages;

• the omission of unnecessary words,
• the use of the active voice,
• the use of positive language,
• the use of short sentences,
• the use of short paragraphs,
• the avoidance of formal language, and
• the avoidance of jargon.

Though not having a tangible plain language policy in place, our largest electricity company (the ESB) and also our main gas company (An Bord Gáis) both enthusiastically advocate the use of plain language. The ESB are eager to "encourage the use of clear language, without unnecessary complication. We believe that the use of plain language helps us to inform our customers, staff and business partners with greater speed and accuracy.". An Bord Gáis are similarly positive; saying that it "favours the use of clear and simple dialogue with its customers and among its employees. … We view the use of simple words and plain language as key to providing good customer service.".

Insurance Companies

Just as in legislative drafting, the use of plain language can be inhibited where there is a potential for legal uncertainty. This point was expressed by a number of insurance companies. They are clearly fearful that the adoption of plain language might diminish the rights of the client or the insurer.

As expressed by Allianz, this fear derives from the fact that "contract wordings are, in many cases, derived from legal precedent and legal custom and practice.". Despite this, they are committed to using plain language in their contracts in so far as that is possible.

One of the leading life assurance companies, Eagle Star Life is strongly in favour of the use of plain language. However they point out - from a practical perspective - that plain language can not be used in all circumstances - particularly in long and detailed contracts involving substantial amounts of money.