Help & Support

We care about all our customers but are particularly concerned about those who are of pensionable age, disabled or chronically sick. We have a range of services available, with our confidential Customer Care Register.

You may wish to join and benefit from some of the services offered. We promote our Care Register annually on bills and at community talks. Requests for copies of the Code of Practice and services provided are free of charge.

Doorstep Service

If you have a hearing difficulty we can arrange for NIE Networks to knock the door louder and speak clearly when they call to read your meter. If you have a mobility problem we can arrange for them to allow more time for you to answer the door. A meter reader will call each quarter to read your meter, which we will use to bill you.

Password Scheme

If you are worried about bogus callers, we can arrange for the meter reader from NIE Networks to give you a password each time they call. This will give you extra protection and may be useful if you are partially sighted or blind. Please choose a password you will remember easily, for example the name of a pet. All NIE Networks staff, and agents acting on their behalf, will carry valid ID. If their staff call at your premises they will always introduce themselves and present their identification. If you are unsure you can contact us on 03457 455 455 and we can check that the caller is genuine.

Phone lines open Monday to Friday 8:30am to 6pm. Calls are recorded for quality assurance purposes.

JAM Card Friendly

The JAM card allows those with a communication barrier to be discreetly identified, allowing Power NI team members to adapt their conversation to personalise it to the customer’s needs. Customers can declare they are a JAM Card user over the phone, via social media or in person to let staff know they may require ‘Just A Minute’ to communicate effectively.

If you register for the Doorstep Service or Password Scheme we will pass the information we collect securely to NIE, who is responsible for meter reading services. NIE's privacy policy is available on their website www.nienetworks.co.uk

Services for customers who are hard of hearing or deaf

If you have any queries on bills, payments or moving house please contact us by e-mail at home@powerni.co.uk

Alternatively, you can provide us with details of a relative or carer who can then contact us on your behalf

Carers Contact Service

If someone helps you to manage your bills, subject to their agreement, we can post the bills directly to them. We can also contact them if we need to reach you at any time.

Braille Bill

If you are blind, we can send a copy of your bill and all other correspondence in Braille.

Talking Bill

If you are blind or partially sighted, we can phone you with details of your bill. You will get the opportunity to ask any questions you may have.

Large Print Bill

If you have a sight difficulty, we can send a copy of your bill and all other correspondence in large print.

Special Advice

Our knowledgeable staff can provide you with information regarding all the services above. There are certain controls and adaptors available for electricity appliances to make it easier for customers who have special requirements, for further information please contact us. We can also offer advice to help you reduce bills by using electricity more efficiently. More information is available in our ‘Efficient Use of Electricity’ Code of Practice (link this code of practice on website).

We will try our best to resolve any concerns you may have by phone. If we can’t, we will arrange a visit to your home. 

To register for our customer care register simply fill out the form here

Making a Complaint

If you are unhappy with any aspect of our service and wish to make a complaint, we want to hear from you. We have a range of contact methods to facilitate customers with individual needs.

Disconnection of electricity supply

We assure you that we will take all reasonable steps to agree a suitable payment arrangement to prevent us ever having to disconnect a domestic customer’s electricity supply for non-payment. If this is not possible and we are aware that a customer is of pensionable age, is chronically sick, disabled or under the age of 18 resides in the property, we will not disconnect the supply during the months of October to March inclusive.

For information on the following services please contact Northern Ireland Electricity Networks:

Medical Customer Care - An information service for customers with life supporting equipment

Meter Services - If you wish to request a change or relocation of a meter