Billing FAQs
Information for Keypad customers
From 11 November, when you buy a top-up you will receive a 40 to 60 digit price change code. Please enter the full code into your meter. If you're experiencing issues topping up, please email us. Our customer care team are responding to emails 9am to 8pm during the weekday and 9am to 1pm over the weekend.
The Consumer Energy Charter is designed to help consumers in need. Its protections extend to all households, however in practice, it’s expected that customers in debt or who are vulnerable because of age, disability or chronic illness, are more likely to avail of the protections it offers.