Question 1

How can I reduce my bills?

Accepted Answer

There are lots of ways to reduce energy usage in your home.

Change plan
You can receive discounts on your bill if you pay by Direct Debit or sign up for Energy Online.
Look at our handy energy saving tips for ideas and inspiration.

Question 2

What are the options for paying my bill?

Accepted Answer

There are a number of ways you can pay a bill:

	Quarterly Direct Debit	Monthly Direct Debit	On receipt of bill
Overview	You pay for what you use each quarter. The full amount is taken automatically from your bank account.	This is perfect if you want to spread out the cost of your electricity into smaller equal monthly payments. We calculate your payment amount based on your usage history.	You pay for what you use each quarter via cash, cheque or card. You can also make payments Online.
Payment frequency	Quarterly - your payment will be taken from your bank account 14 days after your bill is produced.	Choose a payment date between 1st and 28th each month to suit you.	You'll have 14 calendar days from the date on your bill to pay for your energy.
	This will vary depending on how much electricity you’ve used in the billing period.	We look at your historical energy consumption to forecast your costs for the next 12 months. Your set monthly payment amount is reviewed to ensure you're paying the right amount for what you use, and you'll be advised if it needs to change.	This will vary depending on how much electricity you’ve used in the billing period.
Bill or statement	Bill every 3 months	Bill every 3 months	Bill every 3 months
Discount applied	2.5%*	4%^	up to 2%**
Where to pay	Payment is taken automatically	Payment is taken automatically	Online Using the Power NI app In any post office or Pay Point outlet Over the phone on 03457455455

*Quarterly Direct Debit customers get 2.5% discount off the Power NI standard rate up to £6.50 per quarter equivalent to £26 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.

^Monthly Direct Debit customers get 4% discount off the Power NI standard rate, up to £10 per quarter equivalent to £40 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.

Energy Online 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.

**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.

Question 3

When do I have to pay my bill?

Accepted Answer

The 'payment due date' is indicated on the top of the bill. This is generally 14 days after the bill is produced.
when-do-i-need-to-pay-my-bill-(1).jpg
If you pay by Quarterly Direct Debit you don’t need to do anything as payment is taken automatically. If you pay by Monthly Direct Debit, we will continue to debit the agreed payment amount on your chosen date each month. Your bill provided is a statement of your account.

Question 4

Where is the Giro slip?

Accepted Answer

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.

Question 5

Can I view my bill online?

Accepted Answer

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 with the Power NI app.

Activating Online billing:
To activate an online account, you’ll need:

Your Power NI account number, and
A valid email address.

*Online billing 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 plans & prices page.

*Online billing 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 plans & prices page.

*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 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 plans & prices page.

Question 6

How do I get a copy of a previous bill?

Accepted Answer

You can download, save and print your Power NI bills from the last 2 years using your online account. Simply log in and click ‘my bills/letters’ to view.

You can also get in touch with us to request a copy of a previous bill. Please note that there may be a charge for this service.

Question 7

When is my next bill due?

Accepted Answer

For households we issue a bill every 3 months, including those customers who pay by Monthly Direct Debit. Your bill is normally issued a few days after your meter has been read.

Question 8

How can I check the balance on my account?

Accepted Answer

If you would like to check the balance on your account, you can do this by logging into your online account and viewing ‘account balance’. You can also contact us and select option 2 ‘bill payment or balance enquiry’.

Question 9

I have a carer, relative or friend who looks after my bills. Can you send my bill to them?

Accepted Answer

Yes we can redirect your bills contact us or fill in our online form and we can get this set up.
Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.

Question 10

I want to manage bills for someone else.

Accepted Answer

Contact us to discuss your specific requirements.

We’ll need to record your name and contact details and the account holder will need to be available to consent and confirm this arrangement during the call. If you are unable to speak on the phone, ask your relative or carer to contact us and we will advise on any written documentation required.

Question 11

What tariff am I on?

Accepted Answer

Your tariff is displayed on your bill in the top right section.

Your current unit rate is shown on Page 2 of your bill in the section detailing this period’s charges. You can also find out your unit rate here.

Question 12

I'm changing to Keypad when will I get my final bill?

Accepted Answer

Keypad is a convenient way to support household budgeting by being able to keep a track of what you’re spending. If you're changing from a credit meter (bill pay) to Keypad (pay as you go) you'll receive a final statement from Power NI.

The meter reading taken on the day your Keypad is installed will be used to calculate your balance. We’ll send you a letter informing you of this amount within 4-5 days of your Keypad being installed.

If you pay by Direct Debit we’ll cancel it once your Keypad installation has been completed.

If your account is in debit

If your final statement shows a debit balance you can pay this in full. You also have the option of paying off your final balance through your Keypad. Your meter will be set to collect some of your arrears with each top up made, this won’t be more than 20% of each top up. You’ll see this on your top up receipts as “PC contribution”.

If you have spoken with us, when setting the meter, we’ll agree a repayment plan/rate that works for both you and us and take into consideration your individual circumstances and ability to pay. For example, if your agreed recovery rate is 20% and you buy a £10 top up, you will get £8 credit on your meter and £2 will be paid off your outstanding balance.

Find out more on what PC Contribution means.

If your account is in credit

If your final credit balance is over £50 you'll receive a cheque for this amount or if you previously paid by Direct Debit this amount can be credited to your bank account. If your final credit balance is under £50, you'll receive this as part of a future top up code.

Question 13

How do I view my bills?

Accepted Answer

To view your bills on online account go to 'My Bills'. You can also view your bills from your billing dashboard and have the options to save and print these. It is also important to download the most up-to-date version of Adobe PDF.

Question 14

What should I do if there are a number of tenants sharing electricity costs?

Accepted Answer

If there are a number of tenants sharing electricity costs, e.g. university students, you’ll need to complete a joint tenancy agreement form. The form will need to be completed by the tenants in the property.

This means that all tenants have equal responsibility for bills, so if someone doesn’t pay their share of the bill, others won't be held liable.

Question 15

Understanding my bill - direct debit

Accepted Answer

If you're unsure on the different items on your bill see below for a full breakdown.

Direct Debit customers

Front of bill:

Reverse of bill:

Understanding your bill - Direct Debit
Watch our guide if you wish to understand the different sections of your Power NI electricity bill. This video is for Direct Debit customers.

Question 16

How can I tell if my bill is estimated?

Accepted Answer

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.

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.

How to avoid an estimated reading
To avoid an estimated bill provide NIE Networks with your own reading within 24 hours of the meter reading visit and we’ll use that instead.

You can do this in a number of ways:

Question 17

If I receive an estimated bill how can I get an accurate one?

Accepted Answer

Contact us 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.

Question 18

How do I estimate my next bill?

Accepted Answer

Our online billing service on your online account has a handy bill calculator feature which you can use to estimate how much electricity you’ve used to date. If you have not activated your online account you can register here.

If you receive bills by post, you can calculate your electricity costs by:

Taking your current meter reading and subtracting the previous meter reading (find this on your last bill) to find out how many units you have used.
Next multiply the units used by the current unit rate for your tariff (find your unit rate).
Add VAT at 5%.

Question 19

How is my bill calculated?

Accepted Answer

Northern Ireland Electricity Networks (NIE Networks) read all electricity meters four times a year and send the meter readings for our customers to us. Remember, NIE Networks is a different organisation to Power NI.
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. We then deduct any discount (for example if you pay by Direct Debit) and add VAT.

If you miss the meter reader, they’ll usually provide an information card explaining what you need to do. If we don’t receive a meter reading, we’ll estimate your bill based on your previous usage patterns.
Find out how/if your bill is estimated

Question 20

What costs make up my electricity bill?

Accepted Answer

Every household is different, however there are common themes that occur in most households regarding energy consumption. Acknowledging which electrical appliances use the most electricity and understanding basic energy-saving tips, can have a positive impact in terms of a lower electricity bill.

This is the breakdown of energy usage in a typical household.

Lights use more energy than any other appliance, so why not switch to energy saving lightbulbs and remember to turn off lights when you leave a room? Also, educating other family members, particularly children, to switch off lights and any electrical appliances they have finished using, will help to reduce your electricity consumption.

Find out more about appliance running costs

Question 21

What is 'fuel mix'?

Accepted Answer

Electricity suppliers are required to provide their customers with information about which fuels are used to generate the electricity they use. This information, which is called the fuel mix, will appear as a summary table with electricity bills. See below for the Power NI Fuel Mix Information:

Covering 1 January 2024 to 31 December 2024.

Fuel type	Average for Power NI	Average for All Island Market
Coal	1.8%	1.1%
Gas	53.5%	34.7%
Renewable*	41.7%	62.4%
Oil	2.2%	1.3%
Other	0.8%	0.5%
Emissions (gCO₂/kWh)	256	163

For more information on the environmental impact of your electricity supply, visit the Utility Regulator website.

*Eco Energy customers are supplied with electricity sourced from 100% renewables.

Question 22

How can I calculate how much I owe since my last bill?

Accepted Answer

You can use the bill calculator tool to calculate the approximate cost of your usage since your last bill. Simply enter your current meter reading(s) and click the ‘Estimate now’ button.

Please note the amount displayed is an estimate of your usage and will not be used to produce any bills.

Question 23

Understanding my bill - non-direct debit

Accepted Answer

If you're unsure on the different items on your bill see below for a full breakdown.

Keypad pay as you go

Front of bill:

Reverse of bill:

Understanding your bill - Non-Direct Debit
Watch our guide if you wish to understand the different sections of your Power NI electricity bill. This video is for Non-Direct Debit customers.

Question 24

What makes up my electricity bill?

Accepted Answer

This is in reference to domestic customers only - A typical Power NI household electricity bill from 1 December 2024 will be made up of: 54% generation related costs and the other 46% is made up with network related levies and allowed costs such as the cost of billing, IT and running our Contact Centres.

Question 25

What is proration, and how is it calculated?

Accepted Answer

From 1 November we made a system change that means when we apply a price change, we will display separate lines on your bill showing the charges for units and standing charges, for before and after the price change.

There is no need to submit a meter read outside of your meter reading window.

How is proration calculated?

When a bill straddles a pricing change and more than one rate is applicable during the billing period, an average of your daily consumption will be calculated. The daily consumption can then be used to calculate the number of days before and after the price change. The number of days before and after the price change is used to split the total bill units into, units (before and after the price change). The two different units (before and after price change) will be multiplied by the two different unit rates (before and after price change). The two totals will be visible on the bill.

Example:
Total bill units / Total bill days = Units per day
Bill period: 01/10/2022 – 31/12/2022
Price change: 01/11/2022
Days before price change: 31
Days after price change: 61
Days before price change * units per day = Units before price change
Days after price change * units per day = Units after price change
Units before price change * unit rate before price change = Cost 1

My previous bill and new bill dates seem to overlap. Am I being charged twice for one of the days?

No this is just the layout of the bill. Although in the example below the bill date is 16 June - 24 October and the next bill will date 24th Oct - XXXX. You will only be billed once for the date 24 October.

Question 26

What is a standing charge?

Accepted Answer

A standing charge is a fixed daily amount that helps cover the maintenance of your electricity supply. For customers on Power NI Home Energy tariffs, there is no additional standing charge applied to your tariff. However, Economy 7 and Electric Vehicle tariffs do have a separate daily standing charge, which is billed quarterly along with your electricity usage. Standing charges also apply to Business & Farm tariffs.

If you're not sure which tariff you're on, you can check your bill, visit our unit rate page, or contact us directly and we’ll be happy to help.

Question 27

There is credit on my final bill - how can I get this money back?

Accepted Answer

The credit on your final bill will be refunded within approximately 4 weeks. In some scenarios we may require a photo of a meter reading to allow a refund, if so we will be in touch if we have your contact details.

If you paid by Direct Debit and this is still active, the refund will be returned to that bank account. Otherwise, the refund will be issued by cheque, where applicable please ensure that you have given us a forwarding address when closing the account.

For any enquiries regarding this please contact us on 08000285455.

Question 28

My bill is higher than usual

Accepted Answer

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

Was your last bill estimated? It may have been a low estimate and this bill is ‘catching up’. Estimated readings are based on past billing history and are usually accurate. If you think an estimated bill is not accurate please contact us with your own readings.
Are you comparing a winter bill to a summer bill? Energy bills are typically higher in winter than in summer months.
Have your circumstances at home changed, for example a family member returning from University or perhaps the arrival of a new baby? This can increase the amount of electricity used around the home.
Have you installed any new equipment or increased the use of existing appliances, such as a tumble drier or electric heater?
Has there been a tariff increase since the last bill was issued? You would have received a letter informing you about this.
Do you have a faulty appliance? Have you had an electrician check this?

For more information on understanding your bill direct debit or non-direct debit.

If none of these examples apply and you are still concerned we will look into this for you. Visit the contact us page to get in touch.

Question 29

Can I get a refund?

Accepted Answer

To request a refund contact us and we will review your account. Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.

Before your call take a note and picture of your meter reading, we will use this to ensure that your account calculations are correct. This is particularly important if you have received an estimated bill or if you’re moving to a new house.

Direct Debit customers
If you pay by monthly Direct Debit your account will sometimes be in credit if you've used less energy than your monthly payment amount. This usually balances out in months when you use more energy (so you don't pay higher bills in winter than in summer).

Question 30

I haven't received my bill

Accepted Answer

If you’re expecting a bill and haven’t received it contact us and we’ll look into this. Calls are recorded for quality assurance purposes. Power NI issues bill every 3 months however, if you’re expecting a bill and haven’t received it in this time frame please get in touch. Phone lines open Monday to Friday 9am to 5pm.

If you’ve signed up for online billing, you'll receive an email notifying you when your latest bill is available.

You can then view your bill by clicking the link on your email and logging in.

Question 31

I have closed my account, what will my final bill look like?

Accepted Answer

If you’ve closed your account and you have received a ‘final’ bill, this indicates the account is closed.

If you have any other queries, please contact us.

Question 32

I closed my account but I'm still receiving bills.

Accepted Answer

If you've closed your account but are still receiving bills contact us, visit our contact us page.

When your account is closed, you'll receive a final bill from us to clear your account balance. You should receive this around 5 working days after your account has been closed.

Question 33

I have credit on my account. Why has this not been refunded?

Accepted Answer

You can discuss a refund by getting in contact with us. Phone lines open Monday to Friday 9am-5pm. Calls are recorded for quality assurance purposes. Please be able to provide an up-to-date meter reading when getting in contact.

We want to help you manage your energy costs, so we try to spread your monthly Direct Debit payments evenly throughout the year.
If a statement shows you're in credit that could be due to the season. For example, you may have built up a credit during the summer that you'll need to pay for the extra energy you may use during the winter - that's why we don't issue a refund automatically.

At your annual review:

If you've built up more than £50 of credit on your account, we'll refund this to you automatically as long as your most recent bill was based on an actual meter reading and not estimated.
If you've built up a credit of less than £50, we'll keep this on your account and use this when calculating your future payments. However, if you'd prefer to have this money back, you can ask us to give you a refund as long as your most recent bill was not estimated.

It’s important to know that, if we refund a credit we may increase your monthly payments to make sure you're paying the right amount in the future. Please note: If your next bill is due in the next 3-4 weeks a refund may not be possible.

Question 34

Can I make additional payments to clear my balance?

Accepted Answer

As a Direct Debit customer and per the Direct Debit agreement we will debit your bank account as follows:

Monthly Direct Debit – as per your precharged amount
Quarterly Direct Debit – as per your bill amount

Only if required, additional payments can be made on your online account. You can make a payment using a debit or credit card.

How do I pay my bill online?

Question 35

I cannot download my bills.

Accepted Answer

The browsers compatible with your online account is Chrome, Firefox and Safari browsers or Internet Explorer 9 and above.

It is also important to download the most up-to-date version of Adobe PDF.

Question 36

My bill does not match what I submitted through my online account, why is it different?

Accepted Answer

If your meter reading window is closed, you can estimate your next bill by using the bill estimator tool. When estimating your bill, the meter read that you submit will not be used to calculate your actual bill. This is for your guidance only.

When your meter reading window is open you can submit a meter read online. However, it is possible that when you tried to submit your meter read online we had already received one from Northern Ireland Electricity Networks. If the read provided by Northern Ireland Electricity Networks is detailed on your bill as ‘Estimate’ please contact us with your own meter reading. It is important to do this as soon as possible after receiving your bill.

Question 37

What are the Direct Debit options?

Accepted Answer

There are two options available if you prefer to pay by Direct Debit: Quarterly and Monthly Direct Debit.

	Quarterly Direct Debit (Variable)	Monthly Direct Debit (fixed)
Overview	You pay for what you use each quarter straight from your bank account.	You pay the same amount each month straight from your bank account.
Payment frequency	Your payment will be taken from your bank account 14 days after your bill is produced	Choose a payment date between 1st and 28th each month to suit you.
Payment amount	This will vary depending on how much electricity you've used in the billing period	We look at your historical energy consumption to forecast your costs for the next 12 months. Your set monthly payment amount is reviewed annually and on occasion 6-monthly to ensure you're paying the right amount.
Bill or statement	Bill every 3 months	Bill every 3 months
Discount applied	2.5%*	4%**

If you choose to register for an online account you’ll also receive a 2%*** discount (on top of your Direct Debit discount!).

* Quarterly Direct Debit customers get 2.5% discount, up to £6.50 per quarter, equivalent to £26 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.

**Monthly Direct Debit customers get 4% discount, up to £10 per quarter, equivalent to £40 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.

*** Online billing 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.

*** Online billing quarterly Direct Debit customers get 4.5% discount, up to £11.50 per quarter, the equivalent to £46 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.

Question 38

How do I set up Direct Debit payments?

Accepted Answer

It only takes a few minutes to set up a Direct Debit, call us and we’ll be happy to help. Please have your bank account number and sort code to hand.

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

Question 39

How is my Monthly Direct Debit calculated?

Accepted Answer

If we have your historical energy consumption, we will forecast your energy costs for the next 12 months. If we do not have historical data, we will calculate your monthly payments based on some property details e.g. property type – detached, flat, number of bedrooms, number of rooms in total and number of occupants.

This cost is then split into equal monthly amounts to enable you to make regular instalments instead of having to pay the entire bill in one payment each quarter.

We’ll send you a letter to confirm your monthly amount and the date on which your Direct Debit will be taken. If for any reason you need to change your payment date, you can do this in your online account. To discuss changing the amount simply contact us and we’ll be happy to help.

Question 40

When will my Direct Debit come out of my account?

Accepted Answer

Monthly Direct Debit
If you pay by Monthly Direct Debit your payment will be deducted from your bank account each month on the agreed collection date (between 1st and 28th of the month, if this date falls on a weekend or a bank holiday, it will be collected on the next working day).

Quarterly Direct Debit
If you pay by Quarterly Direct Debit your payment will be collected as per the ‘Payment due’ shown on your bill (this is 14 days after your bill was issued).

Question 41

How do I change my Direct Debit amount?

Accepted Answer

Please contact us if you need to change your Monthly Direct Debit payment amount. We’ll review your electricity costs and recommend the best payment amount for you.

It may be helpful to have an up-to-date meter reading when contacting us.

Question 42

How do I change the bank account my Direct Debit is taken from?

Accepted Answer

You can change the bank account your direct debit is taken from within your online account.

Login to your online account
Go to ‘My Account’ and select ‘My Details’
Within ‘My Details’ select the option ‘Payment Details’
To update your bank details, click on ‘update’
Edit your account number and sort code
Save your changes to complete the request.

Don’t have an online account. Why not register today and manage your energy online.

Question 43

Why has my Direct Debit changed?

Accepted Answer

We try to average out the amount you're paying each month over a 12-month period. But some things can affect those payments and, if they do, then we'll adjust your Direct Debit accordingly.

For example:

You may simply be using more or less energy than we expected due to a change in your circumstances.
You may have a large credit or debit from the previous period, which we've carried over.
Your bills may have been estimated. If you want to find out if your bill has been estimated you can look at your bill and see if there is an ‘E’ beside the meter reading. When we obtain actual meter readings, we can see exactly how much energy you're using. If we’re unable to obtain an actual meter reading, we'll estimate how much energy you're using.

Question 44

What if I miss a Direct Debit payment?

Accepted Answer

If you miss a Direct Debit payment, we'll send you a letter or email to let you know and request that you make payment within 5 working days to remain on Direct Debit.

Unfortunately, if you do happen to miss a payment and fail to pay the amount, the Direct Debit discount shown on your last bill will be cancelled.

You can make payments today with your online account.

Question 45

My Direct Debit payment hasn’t been taken out.

Accepted Answer

If your payment was due on a date which falls on a weekend or a Bank Holiday it will be collected on the next banking day.

If your Direct debit payment hasn't been taken, please contact us, so that we can look into this for you. Phone lines open Monday to Friday 9am-5pm. Calls are recorded for quality assurance purposes.

Question 46

When do you review my Monthly Direct Debit?

Accepted Answer

Your Monthly Direct Debit is reviewed annually and 6 monthly if it falls within certain parameters.

If we think you're paying too much, or not enough, for the energy you've used and what you're likely to use in the future then we'll adjust your Monthly Direct Debit accordingly. We'll let you know about this by email or letter and give you at least 10 working days’ notice of the change.

If you’re paying too much, a refund will be returned to the bank account the payments are taken from. This applies when the balance on the last bill is more than £50 of credit. We'll refund this to you automatically as long as your most recent bill was based on an actual meter reading and not estimated.

Any credit balances of less than £50 are included in the revised monthly calculations.

Please contact us if you feel you are paying too much, or not enough, for your energy and we can review it.

Question 47

Do I get my bill before my Direct Debit is taken?

Accepted Answer

Monthly Direct Debit
If you are paying by Monthly Direct Debit (equal monthly payments) you will receive a bill as usual each quarter, but your Direct Debit will be taken out each month.

Quarterly Direct Debit
If you pay by Quarterly Direct Debit (full bill amount every 3 months) you will receive your bill in advance of your payment being made each quarter. Payment is usually taken 14 days after the date on the bill.

Question 48

How do I cancel my Direct Debit?

Accepted Answer

To cancel your Direct Debit simply contact us.

You'll then need to contact your bank to advise them that you are cancelling.

Please note, you'll no longer receive Direct Debit discount when you cancel.

Question 49

What happens if I stop paying my Direct Debit?

Accepted Answer

If you choose to stop paying by Direct Debit you will revert to standard quarterly billing, without online billing discounts, however your online account will remain active.

Monthly Direct Debit with online billing is our best deal, saving you up to 6%* each year therefore by opting for standard quarterly billing you will be missing out on the maximum discount available. Standard billing customers can still receive up to 2%** online billing discount with an online account.

The discounts are as follows:
*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. 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.

**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 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.

Question 50

I'm having difficulty paying for my electricity, what options are available to me?

Accepted Answer

If you’re having difficulty paying for your electricity, we’re here to support you. Our specialist Payment & Account Resolution Team can help you explore payment options and tariffs that may better suit your circumstances and needs.

We understand how challenging financial difficulties can be, and we’re here to listen without judgment. We offer practical solutions, including:

Short-term payment plans to help you manage your bills.
Monthly Direct Debit options that include a discount. To find out more, visit our Direct Debit help and support section.
Pay-As-You-Go (PAYG) Keypad meters, allowing you to manage and control your energy usage. For more information, visit our Keypad help and support section.

Here’s how you can get in touch:

Let’s work together to find the best solution for your needs.

Question 51

I received a reminder letter, but I've already paid.

Accepted Answer

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 or your plan set up.

If you’ve paid your bill by cheque this can take up to 14 days from the day you posted the cheque to be credited to your account.

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 also check the balance on your account by logging into your online account.

Question 52

I have experienced a payment issue. What should I do?

Accepted Answer

If you recently made a payment on your bill and are concerned that we haven’t received this payment please be aware that bank holidays and public holidays can cause a delay.

If you don't believe that your payment has been delayed by a bank or public holiday, please get in contact with us, visit our contact us page.

Question 53

What is a Pay-As-You-Go meter, how can this help me if I am behind payments?

Accepted Answer

A Pay-As-You-Go (PAYG) Meter also known as a Keypad meter is a great way to budget if you’re struggling to keep on top of all household bills.
We can arrange for the meter to be installed in your home, which means you’ll no longer receive quarterly electricity bills.

Any balance on your account will be transferred onto your PAYG meter which will be set to collect some of your arrears with each top up made, this won’t be more than 20% of each top up.

We always take your individual circumstances into consideration and tailor repayment arrangements to suit your needs. If you’d like to learn more about how a keypad meter works, visit our Keypad help and support section.

If you are ready to discuss this further or book an appointment, please get in touch with us in the following ways:

Question 54

Benefit entitlement check

Accepted Answer

Power NI is working with Advice NI and Age NI to make sure you are receiving all of the benefits you may be entitled to. Contact us to talk about For Your Benefit.

Make the Call is a branch in the Department for Communities that provides help and information for individuals and families across NI. Contact the Make the Call service to check if you are getting all the benefits, services and supports you’re entitled to. To contact Make the Call:- you can phone 0800 232 1271; or text ADVICE to 079 8440 5248 or alternatively, you can email makethecall@dfcni.gov.uk.

For further information on the Make the Call service please visit nidirect.gov.uk/makethecall

There is also a benefits' calculator, found on the NI Direct website, which gives you details from the comfort of your own home. It's free to use and can be accessed 24 hours a day. You can also use this service to get an estimation of benefits on someone else’s behalf. The calculator is completely anonymous, with no names or National Insurance numbers required, so your details remain confidential.

Question 55

I don’t have enough money in my account to cover my Direct Debit.

Accepted Answer

If you think you may not have enough in your account to cover the Direct Debit, contact us and we’ll be able to provide advice on the options available. Phone lines open Monday to Friday 9am-5pm. Calls are recorded for quality assurance purposes.

Question 56

I am struggling to pay, what should I do?

Accepted Answer

If you’re finding it difficult to pay your electricity bill, the first step is to contact our Payment & Account Resolution Team. We will explore payment options that may better suit your circumstances and needs.

You can get in touch with us in the following ways:

Call us on 028 9068 5853 (Monday to Friday, 9am to 5pm).
Email us at dpar@powerni.co.uk, including your account number.

We understand that discussing financial concerns can be tough but we’re here to listen and support you. Our goal is to help make things a little easier for you. This can include:

Referring you for a full benefit entitlement check to ensure you’re receiving all the support you’re entitled to.
Providing budgeting advice and connecting you with support agencies.
Ensuring you’re on the best tariff and offering tips to help manage your energy bills.

Our team will always treat you with kindness and understanding, providing a solution that suits your unique circumstances.

Question 57

I'm having difficulty paying for my electricity, what options are available to me?

Accepted Answer

If you’re having difficulty paying for your electricity, we’re here to support you. Our specialist Payment & Account Resolution Team can help you explore payment options and tariffs that may better suit your circumstances and needs.

We understand how challenging financial difficulties can be, and we’re here to listen without judgment. We offer practical solutions, including:

Short-term payment plans to help you manage your bills.
Monthly Direct Debit options that include a discount. Click here for Direct Debit help and support .
Pay-As-You-Go (PAYG) Keypad meters, allowing you to manage and control your energy usage. Click here for Keypad help and support.

Here’s how you can get in touch:

Call us on 028 9068 5853 (Monday to Friday, 9am to 5pm).
Email us at dpar@powerni.co.uk, including your account number.

Let’s work together to find the best solution for your needs.

Question 58

I am critically dependent on medical equipment. What services are available?

Accepted Answer

Northern Ireland Electricity Networks (NIE Networks) offer a medical customer care information service to customers who are dependent on life supporting equipment.

If you use electrical equipment that is vital to your health, you may wish to register with NIE Networks to receive up-to-date information during a power cut or interruption to your supply.

You can register for this service on the NIE Networks website or by calling NIE Network’s customer helpline on 03457 643 643.

Question 59

I am deaf or hard of hearing. How can I contact you?

Accepted Answer

We want to make contacting us as easy as possible. At Power NI we use Relay UK to help our deaf, hard of hearing and speech impaired customers to talk to us. It’s like a 3-way call between you, a Relay assistant and Power NI. Visit Relay UK to find out more.

Question 60

I am blind or partially sighted. How can I receive my bill?

Accepted Answer

We have services available for customers who are blind or partially sighted.

Easier bill
We can supply your bill in braille, large print or as a talking bill.

Doorstep services
You can give us a password to use when a member of our staff visits your home.

To take advantage of any of these services, please complete the customer care services form.

Bills & Payments

Quick help

Popular questions

All Bills & Payments FAQs

Accessing and managing bills

Bill understanding and calculation

Billing issues

Direct Debit management

Financial support

Special circumstances and services

Help & Support videos