Help & Support
Customer care register
We care about all our customers but are particularly concerned about those who are of pensionable age, disabled or chronically sick. We have a range of services available, with our confidential Customer Care Register.
You may wish to join and benefit from some of the services offered. We promote our Care Register annually on bills and at community talks. Requests for copies of the Code of Practice and services provided are free of charge.
If you have a hearing difficulty we can arrange for NIE Networks to knock the door louder and speak clearly when they call to read your meter. If you have a mobility problem we can arrange for them to allow more time for you to answer the door. A meter reader will call each quarter to read your meter, which we will use to bill you.
If you are worried about bogus callers, we can arrange for the meter reader from NIE Networks to give you a password each time they call. This will give you extra protection and may be useful if you are partially sighted or blind. Please choose a password you will remember easily, for example the name of a pet. All NIE Networks staff, and agents acting on their behalf, will carry valid ID. If their staff call at your premises they will always introduce themselves and present their identification. If you are unsure you can contact us on 03457 455 455 and we can check that the caller is genuine.
Services for customers who are hard of hearing or deaf
- If you have any queries on bills, payments or moving house please contact us by e-mail at firstname.lastname@example.org
- Alternatively, you can provide us with details of a relative or carer who can then contact us on your behalf
Carers Contact Service
If someone helps you to manage your bills, subject to their agreement, we can post the bills directly to them. We can also contact them if we need to reach you at any time.
If you are blind, we can send a copy of your bill and all other correspondence in Braille.
If you are blind or partially sighted, we can phone you with details of your bill. You will get the opportunity to ask any questions you may have.
Large Print Bill
If you have a sight difficulty, we can send a copy of your bill and all other correspondence in large print.
Our knowledgeable staff can provide you with information regarding all the services above. There are certain controls and adaptors available for electricity appliances to make it easier for customers who have special requirements, for further information please contact us. We can also offer advice to help you reduce bills by using electricity more efficiently. More information is available in our ‘Efficient Use of Electricity’ Code of Practice.
We will try our best to resolve any concerns you may have by phone. If we can’t, we will arrange a visit to your home. To take advantage of any of these services, please complete and return the customer care register form below.
Making a Complaint
If you are unhappy with any aspect of our service and wish to make a complaint, we want to hear from you. We have a range of contact methods to facilitate customers with individual needs.
Disconnection of electricity supply
We assure you that we will take all reasonable steps to agree a suitable payment arrangement to prevent us ever having to disconnect a domestic customer’s electricity supply for non-payment. If this is not possible and we are aware that a customer is of pensionable age, is chronically sick, disabled or under the age of 18 resides in the property, we will not disconnect the supply during the months of October to March inclusive.
For information on the following services please contact Northern Ireland Electricity Networks on 03457 643 643
- Critical Care - An information service for customers with life supporting equipment
- Meter Services - If you wish to request a change or relocation of a meter
Customer Care Register
Fields marked with an asterisk (*) are requiredPlease view our Terms and Conditions