Customer care and additional needs

We understand that all our customers are different, and some might need our help to make things a bit easier to manage. We also understand that life happens, whether it is a change in your family or financial situation, illness or you just need a bit of support.

At Power NI, we have lots of services available that could help. Register for them today.

Power NI Customer Care Register

Signing up to our Customer Care Register will help you get a bit of extra support with managing your electricity account.

• Get bills in a different format if you struggle with hearing, speech or sight.
• Add a trusted person to your account to help you manage things. There are different levels of access for this, for example we can send them your bills or contact them about your account. Don't worry, you can still be responsible for changing any personal information or payment details on the account.
• If you need to, we can also delegate full financial responsibility to a trusted person. This means they can manage payments on your behalf.

Please note: some things we cannot discuss with your trusted person. For example, changing personal details or Direct Debit payment. To do this, you will need to delegate full financial responsibility.

NIE Networks Medical Care Register

We work closely with NIE Networks (who are responsible for the meter in your property) to provide other services that could help you.

Doorstep services

• You can set a password for meter readers to quote when they call to your house, giving you reassurance they are from NIE Networks.
• If you have a hearing impairment, the meter reader can knock loudly and speak clearly.
• If you struggle with mobility, more time can be given for you to answer the door.

Life supporting equipment

If you have life-supporting equipment or medicine, NIE Networks can give you priority information, keeping you up-to-date during any power cuts.

Other support services

• All our energy experts are JAM Card trained (giving you 'just a minute'). We can take extra time on a call for anyone who needs a slower pace.
• We also understand that Dementia affects people in different ways, so all of our staff are fully trained to help support you if you need it.
• We have translation services available to help customers that do not have English as their first language.
• For any of our customers who have hearing or speech impairments, we have Relay UK available. This means that you can type your message to us and when we speak, you will receive the information in a written reply.
• We also provide support for any customer worried about paying their bill. If you are ever concerned please let us know so we can help you.

If your circumstances have changed, you can contact us to have your account updated and we can remove you from the registers.