Q: Customer care services

Customer care register At Power NI we care about all our customers and particularly mindful of older people, those with a disability or long term illness. If this applies to you, we have additional services that you can join and benefit from.

Q: How do I register for an online account?

Visit the Power NI app and click register now . Then complete the steps on screen. If you are a Power NI credit customer, you will need your 10 digit account number to register for an online account. If you are a Power NI Keypad customer, you will need your 19 digit Keypad premise number to register for an online account.

Question 1

Complaints

Accepted Answer

If you're unhappy with our service, please let us know. We promise to investigate your complaint and provide you with a resolution in a timely manner.

We will:

provide you with an apology,
give you a full explanation,
take appropriate actions to put things right and
arrange compensation in appropriate circumstances.

Get in touch

We have friendly, experienced staff that will make every effort to sort out your complaint and provide you with an answer as quickly as possible. However, if you're still unhappy with our decision or explanation, you can ask for your complaint to be looked at again by our Customer Service Manager by:

Contacting us through the phone
emailing complaints@powerni.co.uk
writing to Customer Service Manager, Power NI, PO Box 2067, Belfast, BT1 9PP.

We take every complaint we receive seriously and work with our customers to resolve them quickly and satisfactorily. We will acknowledge complaints within 5 working days and aim to resolve all complaints within 10 working days.

While we will make every effort to resolve your complaint within 3 months, this may not always be possible. For instance, if the complaint is of a particularly complicated or technical nature, you aren’t communicating with us, or there is a third party involved, this may increase the amount of time needed to resolve the complaint.

We take into consideration individuals needs and appropriate steps to resolve the complaint promptly. If we fail to meet any of the commitments outlined in this Code of Practice, you may be entitled to compensation.

Independent Advice.

If we are unable to resolve your complaint to your satisfaction, or if at any time you are unhappy with our response you can contact the Consumer Council. This is a free and independent body which has the power to resolve customer disputes:

phoning 08001 216 022.
emailing contact@consumercouncil.org.uk
writing to The Consumer Council, Floor 3, Seatem House, 28-32 Alfred Street, Belfast, BT2 8EN.

For more information you can view our codes of practice and terms and conditions.

Question 2

Customer care services

Accepted Answer

Customer care register
At Power NI we care about all our customers and particularly mindful of older people, those with a disability or long term illness. If this applies to you, we have additional services that you can join and benefit from.

Question 3

NI Energy Advice Line Service

Accepted Answer

The NI Energy Advice Line Service managed by the NI Housing Executive, offers free comprehensive advice and support on how to save energy in the home and on assistance available.

Consumers can call 0800 111 44 55 during office hours or use the call back service for out of hours.

Consumers can also visit the NI Housing Executive

This service offers advice and a contact form for energy efficiency advice and signposting for grants

Question 4

Independent support and advice

Accepted Answer

At Power NI, our customers are at the core of everything we do, and we are committed to supporting local organisations who offer support and advice. We will always try our best to answer your queries, but sometimes we just need to signpost you to the experts

Action for Children protect and support children and young people. We do this by providing practical and emotional care and support. We make sure their voices are heard. And we campaign to bring lasting improvements to their lives. Contact Action for Children on 028 9046 0500 Monday to Friday 9am to 5pm or email ask.us@actionforchildren.org.uk.

Action Mental Health is a local charity providing a range of mental health recovery services to support people with mental health difficulties who wish to return to employment, those who would benefit from counselling and a range of resilience building programmes that can be delivered in schools, community organisations and workplaces. Contact Action Mental Health on 028 9182 8494 Monday to Thursday 9am to 5pm and Friday 9am to 4pm or email info@amh.org.uk.

Advice NI provides free and confidential advice on benefits, debt and money, business debt, EU settlement scheme, tax credits and HMRC products & services. Freephone the advice helpline on 0800 915 4604 or email advice@adviceni.net

Age NI offers free independent and confidential advice to older people, their families and carers on a range of issues including care, health, housing and money. Freephone Age NI on 0808 808 7575 available Monday to Friday 9am to 5pm.

At Alzheimer's Society, we believe passionately that life doesn't end when dementia begins. We are here for anyone affected by dementia, and we do everything we can to keep people with dementia connected to their lives and the people who matter most. Dementia Support is available in all areas of Northern Ireland. Dementia Support Workers can speak to anyone affected by dementia, by phone or email or a visit to the family home. Other services include, Carer Information and Support Programmes, Singing for the Brain, Advocacy, provision of Training and Dementia Awareness. Contact the Dementia support line on 0333 150 3456 Monday to Wednesday 9am to 8pm, Thursday to Friday 9am to 5pm and Saturday and Sunday 10am to 4pm or email nir@alzheimers.org.uk.

Autism NI is a vital and much in demand local service, it is often the first point of contact pre-diagnosis and post-diagnosis. The service is used to provide information on a wide range of issues related to Autism. Providing emotional and practical support, a listening ear, enhancing networks and coping mechanisms, the Autism NI Helpline bridges families to appropriate services in their area. Contact Autism NI on 02890401729 Monday to Friday 9am to 5pm, or visit www.autismni.org/.

Belfast City Mission (BCM) was founded in 1889 as part of the Methodist church’s response to problems inherent in inner-city life. BCM is involved with all sectors of the community, irrespective of religious, ethnic or political affiliation. Contact BCM via email at info@belfastcentralmission.org, or by telephone on 028 90241917, lines are open Monday to Friday: 9am -5pm.

British Heart Foundation’s Heart Helpline
Our experienced nurses are here to help answer your questions or concerns about heart and circulatory diseases. Call 0808 802 1234 (freephone). Our Helpline is open weekdays 9am to 5pm.

Christians Against Poverty provides free independent debt advice, supporting you all the way to becoming debt free - as well as helping you manage your finances better. You can contact CAP on 0800 328 0006 Monday to Thursday 9:30am to 5pm and Friday 9:30am to 3:30pm.

Inspire Wellbeing are an all-island charity and social enterprise. Their aim is wellbeing for all, working together with people living with mental ill health, intellectual disability, autism and addictions to ensure they live with dignity and realise their full potential. Contact Inspire Wellbeing on 0808 189 0036 Monday to Friday 9am to 5pm or email hello@inspirewellbeing.org.

Financial budgeting
MoneyHelper is a Government website and is uniquely placed to empower people of their choices and improve their financial wellbeing. MoneyHelper offers free, impartial money and pensions guidance, that cuts through financial jargon and complexity, to help build knowledge and confidence and reduce anxiety, in all types of money matters. Some of the tools include:

Budget planner. A free planner to put you in control of your household spend and take control of your money.
Bill prioritiser. A free way to sort your bills and payment n the right order and what you need to do if you're struggling.

JAM Card allows people with a hidden disability or communication barrier to tell others that they need extra time and understanding in a private and easy way. To request a JAM Card contact 028 9043 6400 Monday to Friday 9am to 4:30pm or email hello@jamcard.org.

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If you are affected by cancer Macmillian specialist advisors can help you find out what benefits, grants and further support you might be entitled to. Offering confidential support to people living with cancer and their loved ones. If you need to talk, we’ll listen; emotional and practical information, clinical support, financial guidance, welfare rights, energy advice work support. Contact the Macmillan Support Line on 0808 808 0000 from 8am to 8pm daily or visit www.macmillan.org.uk

The 24-Hour Domestic and Sexual Abuse Helpline is hosted by Nexus in partnership with the Departments of Health, Justice & Communities. We aim to offer support, help, signposting and referral to victims, family, friends and professionals. Contact the Nexus confidentially on 0808 802 1414 24/7 via telephone, web chat or email help@dsahelpline.org.

Relate_NI-(1).png
Relate NI is Northern Ireland’s leading relationship support charity. We have been providing relationship support to people, families and communities in NI for over 75 years through a range of therapeutic services and community education programmes. You can contact Relate NI on 028 90323454 Monday to Thursday 9am to 9pm and Friday 9am to 5pm.

Rural-support-(2).jpg
Rural Support is the farm support charity for Northern Ireland, offering free, impartial advice and to all farm family members through a wide range of programmes and services to help farmers and farm families build sustainable farm businesses and develop better wellbeing. The support line is available by calling freephone, 0800 138 1678 (Monday to Friday, 9am to 9pm) or by emailing farmsupport@ruralsupport.org.uk.

No young person should ever have to suffer alone with thoughts of suicide. If you are having thoughts of suicide or are concerned for a young person who might be, you can contact Hopelink which is Papyrus's digital platform for confidential support and practical advice. Contact Hopelink on 0800 068 4141 or text 078 6003 9967 9am to midnight daily.

SVP NI's mission is to seek and eliminate the causes of poverty. The focus is on practical approaches to dealing with poverty, alleviating its effects on individuals and families through working primarily in person-to-person contact by a unique system of family visitation and seeking to achieve social justice and equality of opportunity for all citizens. Contact SVP NI on 028 9035 1561 available Monday to Friday 9am to 5pm or email info@svpni.co.uk.

Belfast and Lisburn Women's Aid provides a range of specialist services and confidential support to women and children experiencing domestic abuse. For free and confidential support or advice contact 028 9066 6049 Monday to Friday 9am to 5pm, evening support is available until 8pm on Thursdays.

Question 5

How do I register for an online account?

Accepted Answer

Visit the Power NI app and click register now. Then complete the steps on screen.

If you are a Power NI credit customer, you will need your 10 digit account number to register for an online account.

If you are a Power NI Keypad customer, you will need your 19 digit Keypad premise number to register for an online account.

Question 6

I am having problems registering for an online account.

Accepted Answer

If you are a Direct Debit or standard bill customer, please ensure you are entering your 10-digit account number correctly. This can be found on the top right-hand corner of your bill.

If you are a Keypad customer, please ensure you are entering the last 9 digits of your Keypad premise number correctly. This can be found on the front of your Keypad top up card.

If you continue to experience issues registering for an online account email us at home@powerni.co.uk or contact us.

Question 7

I have forgotten my username

Accepted Answer

If you’ve forgotten your username, click I've forgotten my username and complete the step on screen. An email will then be sent to you confirming your username. Please check your junk or spam folders if you do not receive this.

To prevent the automated emails being directed to your junk or spam folders please add energyonlineadmin@powerni.co.uk to your email address book.

Question 8

I'm entering my details correctly, but I still can't log in.

Accepted Answer

Remember that your username and password are case sensitive, so firstly check that CAPS LOCK is turned off.

If you are sure you are entering your details correctly and are still having problems logging in email our technical support team at technicalsupport@powerni.co.uk

Question 9

I’ve entered the wrong details and I’m locked out, what do I do?

Accepted Answer

If you have been locked out of your online account, click on I've forgotten my password and reset your account password. Once your password has been reset you will be able to log in to your online account.

Question 10

I need to contact you about an online account issue

Accepted Answer

If you are experiencing difficulties when logged into your online account please email your enquiry using our online form, or visit our contact us page.

Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.

Question 11

What are the compatibility requirements for an online account?

Accepted Answer

In order to get the best possible experience whilst using an online account please consider the following:

Use the latest versions of Chrome, Firefox and Safari browsers or Internet Explorer 9 and above.
Your browser must support a minimum of TLS 1.0b.
Check your Operating System is either Windows (7, 8, 8.1, 10), Mac OS X, iOS 8 or higher or Android 4.4 or higher.
JavaScript, Cookies and CSS must all be enabled.

Question 12

Why can I not log in to my account using my existing Quickpay details?

Accepted Answer

We recently made online accounts available to all customers and have moved all customers from Quickpay to the Power NI app. Within your online account, we can provide customers with more benefits and an overall better online experience.

As a result, you will be unable to log in to the new Power NI app using your existing Quickpay username and password. You can either register for an online account by clicking on the Register button, or you can use the guest route to top up your keypad or pay a bill online.

Question 13

How much discount will I get with an online account?

Accepted Answer

Monthly Direct Debit
Online account customers with Monthly Direct Debit get 4% discount off the Power NI standard rate, up to £10 per quarter equivalent to £40 per year and will receive a further 2% off the Power NI standard rate, up to £5 per quarter equivalent to £20 per year. The maximum discount would be obtained by a customer spending £250 each quarter on electricity. To view Power NI standard rates please visit our unit rates page.

Quarterly Direct Debit
Online account customers with Quarterly Direct Debit get 2.5% discount off the Power NI standard rate, up to £6.50 per quarter equivalent to £26 per year and will receive a further 2% off the Power NI standard rate, up to £5 per quarter equivalent to £20 per year. The maximum discount would be obtained by a customer spending £250 each quarter on electricity. To view Power NI standard rates please visit our unit rates page.

Standard Rate
Credit metered customers paying standard unit rate, will receive 2% discount off the Power NI standard rate, up to £5 per quarter equivalent to £20 per year, by activating an Energy Online account. The maximum discount would be obtained by a customer spending £250 each quarter on electricity. To view Power NI standard rates please visit our unit rates page.

Keypad pay as you go
Keypad customers receive 2.5% discount off the Power NI standard unit rate. Keypad customers do not receive any additional discount for activating your online account. Keypad customers can avail of Keypad Reward by topping up online or via the Power NI App. To view Power NI standard rates please visit our unit rates page.

Question 14

How do I download the new Power NI app?

Accepted Answer

Android users can download the Power NI app from the Google Play Store.
iOS users can download the Power NI app from the App Store.

Question 15

How do I save my login details, so that I don’t have to enter them each time I log in?

Accepted Answer

You can create a PIN to log in to the app, or if you have Fingerprint ID, Touch ID or Face ID available you can use these each time you log in.

By using this functionality, it will remove the need for you to enter your login details (username and password) each time you want to log in to your account.

If you have forgotten your PIN, please select Cancel and log in with login details.

Question 16

What do I do if I forget my PIN to log in to the app?

Accepted Answer

If you have forgotten your PIN, please select 'Cancel' and log in to your online account with your username and password.

Following this you will be able to create a new PIN to log in to your online account.

Question 17

If I am experiencing an issue with the app, who should I contact?

Accepted Answer

If you are experiencing issues with the app, please email us at home@powerni.co.uk with the following information:

name,
account number or keypad premise number (if known),
phone number
iOS or android user, and
device (mobile or tablet)
issue you are experiencing.

Or contact us by visiting our contact us page.

Question 18

What do I do if I experience a loss of power supply

Accepted Answer

Contact Northern Ireland Electricity Networks (NIE Networks):

If you're experiencing failure of electricity supply or there is a power cut in your area,
to arrange a new electricity supply,
for alterations to lines and equipment and
for any physical supply matter.

Please remember that this is a separate company to Power NI.

Contact Northern Ireland Electricity Networks:

Question 19

What are my marketing contact preferences?  How can I update these?

Accepted Answer

Your marketing contact preferences allow you to manage how you want Power NI to contact you. You have the freedom to choose what channels we contact you on and you can check and update these at any time through various channels, visit our contact us page.

You may receive account related emails which are sent to you because you are a Power NI customer. Please note that you will continue to receive account related emails regardless of your marketing contact preferences.

Question 20

What is energy theft?

Accepted Answer

Energy theft is tampering with a meter or its connections. This prevents the meter from accurately recording the amount of electricity consumed.

It places households and communities at risk and can cause damage to property, injury and even risk to lives.

Energy Theft is a crime. It can lead to prosecution like any other form of theft, leading to a criminal record for the householder.

If you suspect energy theft, please report it using one of the following options:

Question 21

I want to add another name to my account.

Accepted Answer

Simply contact us and we’ll be happy to add another name to your account.

The person will need to be available to consent and confirm their details during the call.

Phone lines open Monday to Friday 9am-5pm. Calls are recorded for quality assurance purposes.

Question 22

How do I close an account on behalf of someone who has passed away?

Accepted Answer

We know that it can be a difficult time when someone close to you has died and we will do our best to make closing or transferring their account as simple as possible. If you’re a relative or a solicitor, please contact us and select option 3. Our team will guide you through the process.

You may find it helpful to have the following information available before you call:

Your name, address and contact details
Name and address of the Power NI account holder
Recent meter reading
Date the account holder died

Typically, a copy of the death certificate is not needed to close an account.

Question 23

I want to update my contact details.

Accepted Answer

Contact us and we’ll be happy to update your details.
Online billing customers can update their mailing address, email address and telephone number by logging into their online account.

If you need to tell us about a change of Direct Debit or bank details you will need to ring us.

Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.

Question 24

How can I check if I am a Power NI customer?

Accepted Answer

Simply contact us and a member of our Customer Care Team will be happy to check this for you.

Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.

Question 25

How do I view my consumption?

Accepted Answer

To view your energy consumption, click on ‘My Usage’ when logged into your online account. You will be able to see your electricity use in terms of units, cost and carbon emissions.

You will also be able to compare your usage with last years and then with a house similar to yours. Please ensure that you have updated the premises details section in 'My Details' to indicate the size of your house and number of occupants to enable the comparison tool.

Question 26

I’ve multiple properties under the one account.

Accepted Answer

If you have more than one property or more than one service with us, then each will have a separate account number.

Click on whichever account number you wish to view, and the billing information linked to that account will be displayed.

Question 27

Can I update my personal details online?

Accepted Answer

You can change your direct debit bank details, mailing address, email address and telephone number within your online account.

To update your details navigate to the section 'My Account' and then click on 'My Details'.

Question 28

What email is my account notifications sent to?

Accepted Answer

To find out the email address you signed up to your online account with go to 'My Details'. Here you will see the email address which account notifications are sent to.

Question 29

I'm closing my Power NI account. Do I need to cancel my Direct Debit with the bank?

Accepted Answer

It's not necessary to contact your bank, we will lift your final balance on the date stated on your final bill. Once your final payment has cleared we will make arrangements to cancel the direct debit.

Question 30

How do I close my Power NI account?

Accepted Answer

If you're moving out, and would like to close your Power NI account you can now update us within your online account. Simply login and visit the ‘Close my account’ section. All you need is:

The date you are moving out.
A closing meter read if your property has a bill pay meter.
A forwarding address.

We also recommend taking a photo of your meter reading that clearly shows the meter serial number, as this may be required for verification purposes when you move out. We'll confirm your move has been processed by emailing you a confirmation that your account has been closed.

Question 31

How does Power NI Perks work?

Accepted Answer

As Northern Ireland’s leading energy provider, we have the power to get the world’s biggest brands on board to offer special deals, exclusively for you.

We’re giving you access to year-round deals and discounts on everything from grocery shopping to getaways, fun days and fab nights out, the latest fashion, coolest furniture, the newest tech and awesome activities. Find out more about Perks.

Question 32

How do I register for Power NI Perks?

Accepted Answer

It’s simple! Go to the Power NI Perks portal and click on the register button. At registration you will be asked for your Account Number or Keypad Premise Number, followed by your name and contact details. Once registered you can start shopping and saving with Power NI Perks!

Question 33

I am having problems registering for Power NI Perks, what should I do?

Accepted Answer

If you are experiencing difficulties registering for Power NI Perks please check the Power NI Account Number or Keypad Premise Number you are using is correct.

Following this, if you are still experiencing problems registering contact Power NI Perks partner, Reward Gateway helpdesk 24/7 365 days year by phone 0203 780 1891.

Question 34

Where can I find my Power NI account or premise number?

Accepted Answer

You will need your Power NI Account Number or Keypad Premise Number to register for Power NI Perks.

Your Account Number is a 10-digit code which you will be able to find on the top right of your bill or if you are an Energy Online customer you will be able to find this at the top of you Account Summary page.

If you are a Power NI Keypad customer, you will need your Keypad Premise Number to register. This is a 19-digit code which you will be able to find on the front of your Keypad top up card.

Question 35

What is a top up card?

Accepted Answer

A top up card is a reloadable card which allows you to save up to 20% on high street and online brands. If you load a 10% discount card with £80 you will only pay £72 at the checkout, however you will have £80 to spend in store or online (depending on the offers terms and conditions), that’s a saving of £8!

When purchasing a top-up card for the first time, this is sent out via Royal Mail for free using their First Class delivery service. However, please check the retailer's T&Cs listed on the page when making a purchase for any exceptions where a postage charge may occur.

You can check the activity on each top up card purchased by selecting ‘Account’ within Power NI Perks portal.

Question 36

What is an e-voucher?

Accepted Answer

An e-voucher is a digit code which can be used on the high street or with online brands. If you load a 10% e-voucher with £100 you will only pay £90 at the checkout, however you will have £100 to spend in store or online (depending on the offers terms and conditions) – that’s a saving of £10!

If the e-voucher that you have purchased is an instant e-voucher you will receive this via email and will be able to view this by selecting ‘My Account’ button within Power NI Perks portal.

Question 37

What is cashback?

Accepted Answer

Cashback is a discount which is applied after you’ve bought something online and is either a percentage of the amount spent or a fixed sum. If you buy something for £100 with 6% cashback, you pay the retailer £100 and we credit £6 to your cashback account.

To activate your cashback offer, click the brand link from your Power NI Perks portal. You can check your cashback balance and withdraw cashback by visiting ‘Account’ within Power NI Perks or spend your balance against your next Perks transaction.

Question 38

I have signed up for Power NI Perks, how do I access the Perks site?

Accepted Answer

You can access Power NI Perks platform here.

Question 39

I’ve forgotten my Power NI Perks password?

Accepted Answer

If you have forgotten your password, you can reset by clicking on the forgot password link.

If you are still experiencing problems after clicking on the link above and following the steps, please contact Power NI Perks partner on 0203 780 1891. The helpdesk operate 24 hours over the phone and through the live chat.

Question 40

Why has my account expired?

Accepted Answer

If you have switched to another electricity provider and are no longer a Power NI customer you will have a period of two months from the time of leaving Power NI in which you can continue to access your Power NI Perks account.

We would advise you to withdraw any cashback held on your account within this period, after this time you will no longer have access to Power NI Perks.

Question 41

Can I pass my details to friends and family?

Accepted Answer

Power NI Perks is an exclusive benefit of being a Power NI customer. If friends or family would like to avail of Power NI Perks (and they are a Power NI customer) you can direct them to register for Power NI Perks.

Question 42

How do I update my personal details on my Power NI Perks account?

Accepted Answer

Once you are logged into your Power NI Perks account, click on 'Account’ at the top right-hand side of your screen and then select 'Account Settings’, then 'General Settings' from the left-hand side navigation. You will then be able to select the details you wish to change.

Question 43

Why am I being asked to agree to new Terms and Conditions when I sign in to Perks?

Accepted Answer

As this is a new site, there are new terms and conditions which will apply. To gain access to the site you will be required to accept these.

Question 44

Why can I no longer access Perks from 14 March?

Accepted Answer

If you are no longer a Power NI customer or are an employee (past or present), and had no cashback on your account prior to 14 March 2023, you are no longer eligible to access Perks as it is a Power NI customer reward scheme only. If you are a Power NI customer and are unable to gain access, please contact Reward Gateway’s Perks helpdesk by phone on 0203 780 1891.

Question 45

I used to use a retailer and they’re not on the new site what can you do?

Accepted Answer

When we moved to a new site, unfortunately not all retailers choose to move. However, there are lots of great alternatives on the new site that you could choose from.

Question 46

The discount for some retailers isn’t as good as the old site. What can you do?

Accepted Answer

Over 90% of our top 50 retailers are giving a higher, additional or the same discount as it was on the old site. If your offer isn’t as good, there you can always choose from lots of alternatives.

Question 47

I’ve opted out of Power NI / Rewards Gateway emails why am I still receiving them?

Accepted Answer

To opt out of receiving Perks emails from our new provider (Reward Gateway) you need to log in to the ‘Account’ section of the Perks platform, go into ‘Communication Preferences’ and disable the email comms. Account > Account Settings > Communication Preferences

Question 48

I have a problem with a purchase on Power NI Perks who do I contact?

Accepted Answer

You can contact our partners Reward Gateway’s helpdesk 24 hours a day, 7 days a week by phone 0203 780 1891, by logging into your Perks account and completing a form or via web chat, once logged in.

Question 49

How do I change my password, email or other details?

Accepted Answer

Just go to the ‘Account’ section and chose ‘Account Settings’, ‘Security Centre’. Here you’ll be able to update your details, including your password or email address. To update your Personal Details, Contact Details or Communication Preferences please go to Account, Account Settings, General Settings.

Question 50

Why are there mentions of ‘employee schemes’ on Perks? Is this not for Power NI customers?

Accepted Answer

Perks is on a platform ran by a company called Reward Gateway, who also have employee schemes available however these are not applicable to Power NI customers. Any reference to an 'employee scheme' or 'payroll information', either in the Perks Privacy Notice or on the site, are to be ignored as they are not relevant to the Power NI Perks customer reward scheme.

Question 51

Why are there employee related references such as ‘Minimum Wage’, ‘Basic Earnings’ etc. in the Perks Privacy Notice?

Accepted Answer

The scheme provider also offers employee reward schemes. Any references to these employee reward schemes are to be ignored as they are not applicable to the Power NI Perks customer reward scheme. This includes any mention of ‘minimum wage’, ‘basic earnings’, ‘salary deduction agreement’, ‘company identifier’ or ‘office location’.

Question 52

How do I check my Perks cashback balance?

Accepted Answer

To check your cashback balance sign in to your Power NI Perks account. Once you are signed in click on ‘Account’ at the top right-hand side of your screen and select ‘Cashback Statement'. Here you will be able to view:

Your total cashback balance
The status of your balance e.g. approved, pending
Your cashback history

Please note a transaction can take some time to appear on your account; this will appear as 'Pending'. The status can take up to 90 days to change to 'Approved'. If the purchase does not appear as 'Pending' or that over 90 days the status has not changed to 'Approved, please contact Power NI Perks partner on: Phone 0203 780 1891 (Helpdesk operates 24 hours - over the phone and through live chat.)

phone 0203 780 1891

Question 53

What details on my account can be discussed with a third-party representative, without me being on the call?

Accepted Answer

We cannot discuss the amount owed on the account, but we can take a payment, a meter reading, cancel a bill or adjust the bill on an account.

Question 54

I want a third-party representative to be able to speak about my account on my behalf. How can I do this?

Accepted Answer

To allow a third-party representative to access your account, the Power NI account holder must give authorisation on the phone. This will be recorded along with the relationship of the third party to the Power NI customer.

Question 55

I am a landlord. Can I discuss the electricity account on one of my properties?

Accepted Answer

No account information can be discussed unless you are a named account holder or have completed the ‘Joint Tenancy’ form. (Please note the ‘Joint Tenancy’ form will not allow for sensitive or personal information to be discussed.)

Question 56

Can I use an interpreter or translator to help me discuss my Power NI account?

Accepted Answer

Yes, an interpreter or translator can be used if the Power NI account holder gives authorisation on the call.

Question 57

What is Power of Attorney?

Accepted Answer

‘Power of Attorney’ or ‘Lasting Power of Attorney’ allows a person to legally act on behalf of another person. This is a legal process, and a legal document will be issued. Power NI must have this document on the Power NI customers account, to release data to the “Attorney” (the third-party) responsible for the “Doner” (the Power NI customer).

You will need to send proof of Power of Attorney to home@powerni.co.uk, which shows customers name, address and is signed by all relevant parties. We will acknowledge receipt of your documents by email.

Question 58

I had previously given a third-party representative authority to speak on my behalf. How can I remove this person from my account?

Accepted Answer

If you are the main account holder, you can ask for a named person to be removed from your account. When you call us, we will ask you to complete your account security as normal, and then we will advise you of the next steps.

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