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.
- You can add someone you trust as an extra contact on your account. They can get your bills or talk to us about your account. You’ll still be the only one who can change your personal details or payment information.
- If you want to give someone full financial control of your account, we can help. This means they can make payments, update your details, and manage Direct Debits for you. To set this up, you’ll need to contact us with that person present so we can confirm everything with both of you
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 are hard of hearing, 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' longer). 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 who do not have English as their first language.
- Deaf customers can use SignVideo services when contacting us. Connect to the team through a BSL interpreter or ISL interpreter via live video chat. The service is available Monday to Friday, 9am - 5pm.
- 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 or you need to opt, you can contact us to have your account updated and we can remove you from the registers.
