Understanding your 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.

If your bill is higher than you expected there are a number of reasons why this might be.

A separate company, Northern Ireland Electricity Networks provides the services for meter reading. If you miss the meter reader you can submit your meter reading online, provided that it's only been a day or two since they called.

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. Please check the date on your letter. If the date on the letter is before the date you paid you don't need to do anything.

You can view your bill online and access lots of other benefits (including savings of up to £60 per year) by registering for our paperless billing service Energy Online.

You can get in touch with us to request a copy of a previous bill. Please note that there may be a charge for this service. You can also download, save and print bills from the last 2 years using our online billing service Energy Online. Simply log in and click ‘My bills/letters’ to view.

Northern Ireland Electricity (NIE) read all electricity meters four times a year and send the meter readings for our customers to us. When we receive your meter reading we work out how many units of electricity you have used since the last time your meter was read and multiply this figure by the current unit rate for your tariff. Your tariff and current unit rate can be found on Page 2 of your bill.

If the meter reader is unable to read your meter when they visit we will use an estimated reading to produce your bill. We use your usage history to calculate estimated readings. If your bill is based an estimated reading the letter ‘E’ will be shown on page 2 of your bill in the section entitled ‘This period’s electricity use’.

Simply get in touch and provide us with an up-to-date reading and your customer account number...

To request a refund please give us a call on 03457455455. Take a note of your meter reading before you call as you may be asked for this to ensure that your account calculations are correct. This is particularly important if you have received an estimated bill.