Help & Support
Billing
I'm struggling to pay my bill - what should I do?
Call our Payment & Accounts Resolution Team on 028 9068 5853 or send an email to [email protected] including your account number. We appreciate that sometimes it’s hard to contact us and discuss financial matters. We will check that your bill is accurate and discuss payment options available to you. We always lend a friendly ear and do what we can to make sure we come to a suitable payment resolution to help all our customers. We treat all our customer’s as an individual, and treat every customer differently depending on circumstances.
Related questions
Billing
Understanding my electricity bill
If you're not sure of what the different items on your bill relate to, see below for a full breakdown or watch our quick video guide.
I received a reminder letter but I've already paid.
If you’ve paid your bill in full or entered into a payment plan within the last seven days the reminder letter may have been posted prior to your payment being received or your plan being set up.
If you’ve pad your bill by cheque this can take up to 14 days from the day you posted the cheque to be credited to your account.
My bill is higher than usual
If your bill is higher than you expected there are a number of reasons why this might be.
How to reduce electricity bill - Power NI
You can reduce your bills by changing plan, taking a look at our energy saving tips or you can use our home energy check which will provide you with a list of personalised recommendations to help you improve the energy efficiency of your home.
What are the options for paying my bill?
The three main options for paying your bill are Quarterly and Monthly Direct Debit and payment on receipt which is known as standard billing, where you will receive a bill each quarter and payment is required within 14 days.
When do I have to pay my bill?
The 'payment due date' is indicated on the top of the bill. This is generally 14 days after the bill is produced.
Can I get a refund?
Yes, we can refund the credit from your most recent bill to your bank account if you pay your bill by Direct Debit. If you do not pay by Direct Debit then you can receive your refund by cheque. To request a refund please give us a call on 03457 455 455 and we will review your account.
Where is the Giro slip?
You’ll find your Giro payment slip at the back of your bill. You can bring this to any bank, Post Office or PayPoint outlet.
How can I tell if my bill is estimated?
If your bill is based on an estimated reading the letter ‘E’ will be shown beside the meter reading on page 2 of your bill.
I have received an estimated bill. How can I get an accurate one?
Simply call us 03457 455 455 and provide us with your customer account number and an up-to-date reading. We’ll be happy to process your reading to produce a revised bill for you. Please try to provide us with an accurate reading as soon as possible after you receive your bill.
Call us
Phone lines open Monday to Friday 8:30am to 6pm. Calls are recorded for quality assurance purposes.
