Question 1

What data does Power NI collect from me?

Accepted Answer

In order to provide energy products and services we need to collect personal data through several channels including from you, third parties, other energy suppliers, the network provider and credit reference agencies.

We obtain this personal data during the registration process, marketing or through our ongoing management of your account. We cannot provide you with energy products or services which best suit your requirements unless we have the necessary information.

Personal data includes: name, address, contact details, email address, date of birth, property details, bank details, credit and debit information, records of payments and any arrears, employment status, marketing preferences, property categorisation, telephone recordings, CCTV recordings from our offices, website usage (on www.powerni.co.uk), IP address, energy usage, identity verification questions (such as mother’s maiden name), contact notes. In certain circumstances and as part of our regulatory requirements we may collect special categories of personal data for the customer care register including any disabilities or special needs information necessary to support the provision of service to the customer.

Question 2

How does Power NI use my data?

Accepted Answer

Power NI uses your personal data to provide you with energy products and services and to allow us to better manage your customer account. In particular we may use your personal data for the following purposes:

Account Management
Customer Support
Marketing
Customer Reward Programme
Credit Reference Checks & Fraud Prevention (Commercial Customers Only)
Improving our Products & Services
Debt
Regulatory & Licence
Website Statistics
Customer Preferences and Account History
Recruitment
Special Categories of Personal Data

You can view more detail on each of the above in our privacy statement

Question 3

Why does the app need access to my media and files?

Accepted Answer

The app needs access to your media and files to display your bills and letters. If you deny the app access, you will be unable to view your bills and letters within the app.

If you do attempt to view a bill or letter the message will appear on-screen. If you would like to view the bill or letter, select ‘Yes’ and this pop up will no longer appear when you view your bills or letters.

Question 4

Can I discuss contract renewal options in the middle of a contract?

Accepted Answer

Options available to you will depend on the terms and conditions of your contract, and your supplier can discuss these with you. If you are struggling within a contract, it’s important to let your supplier know so that they can provide you with suitable advice.

Question 5

What does making a financial commitment to a hardship fund involve – how much will be contributed? Who will look after the hardship fund, and how can consumers get the support?

Accepted Answer

All domestic suppliers have committed to supporting a third-party hardship fund for consumers in need. Contributions will be made to an external fund or to another charity of the supplier's choosing.

The amounts being donated are at the discretion of each supplier. The fund providers decide who is eligible for support and how they can access help. These funds are available to those who are struggling most with their gas and electricity payments.

We are confident that these charities will be able to get this support to those most in need.

Question 6

What does offering to reduce the maximum debt repayment for consumers mean in practical terms?

Accepted Answer

Consumers who use prepayment meters and are in debt to their suppliers are expected to pay off some of what they owe when topping up their gas or electricity, as part of their debt repayment arrangement.

Under the existing Code of Practice on Payment of Bills overseen by the Utility Regulator, a supplier can deduct up to a maximum of 40% from a purchase of electricity or gas to reduce debt. However, by signing up to the Consumer Energy Charter, suppliers have agreed to contact all consumers on the maximum repayment amount to offer to move them to a 20% repayment rate.

If you are a consumer who is new to debt repayment plans, repayment rates will not be set above 20% unless requested by you. If you are on a 20% repayment rate, this means at least 80% of any new top up will go towards securing additional supplies of gas or electricity.

Suppliers will continue to work with consumers to ensure that any debt arrangements fit their own specific circumstances based on their ability to pay. They will also discuss options available to you.

Question 7

How will an individual assessment of the ability to pay be of benefit to consumers?

Accepted Answer

Suppliers are already required to try to identify and communicate with consumers who are at risk of experiencing difficulties with making bill payments.
By maintaining an individual assessment of the ability to pay, suppliers will be better informed when they work with you on measures such as reducing the repayment rate or reviewing the length of the payback period.

Question 8

What is the customer care register, and how do consumers get on this register?

Accepted Answer

Electricity and gas suppliers in Northern Ireland offer a range of free additional services for consumers with special requirements. Each gas and electricity supplier is required to maintain a customer care register of domestic consumers who are of pensionable age, disabled, have a terminal illness, are chronically sick, or who meet the definition of ‘vulnerable,’ as outlined by the Utility Regulator and who wish to be included on the list.

While each supplier has a responsibility to promote awareness of its register, consumers must choose to join it. Learn more about our Customer Care register.

Question 9

Why are the commitments in the charter voluntary?

Accepted Answer

The aim of the charter is to provide enhanced protections to consumers during the winter (between 1 November 2025 and 31 March 2026).

The inclusion of voluntary commitments allows us to review and be responsive to consumer needs each year and to implement these changes quickly. Mandatory commitments would put this flexibility at risk. This is because mandatory measures are implemented via changes to supplier licences and this can only take place after a lengthy consultation process.

Within the charter, we also highlight the supports that suppliers provide to consumers all year round to raise awareness of these protections.

Question 10

What will be done to make sure suppliers honour their commitments?

Accepted Answer

Since suppliers have made a voluntary commitment to the charter, there is every reason to believe they will act in accordance with it. The Utility Regulator will nevertheless monitor supplier behaviour to ensure they honour the commitments they have made and will remain in touch with them during the charter period. We will also meet with suppliers at the end of this period to discuss the impact of the charter on consumers.

Question 11

What should consumers do if they need any help or support?

Accepted Answer

You should contact your supplier directly if you need help or support. All the information that you need should be on your supplier’s website and this might be the quickest way to get the information that you require.
If you are worried that you cannot afford to make a payment, get in touch as soon as possible. Your electricity and gas supplier will treat you with empathy and respect and will work with you to create a payment plan which suits you. All suppliers have trained staff who are happy to help. Whether you’re worried about paying your bills, or you are in debt to your energy supplier already, talk to your supplier and they will work with you.

Useful information is also available on the Consumer Council for Northern Ireland’s website and Advice NI’s website. If you are unable to access the information you need through your supplier’s website, you should contact your supplier directly via telephone.

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 visit Make the Call Service | nidirect

Question 12

Why are the commitments in the Small Business Energy Charter voluntary?

Accepted Answer

The aim of the charter is to provide enhanced protections to consumers during the winter (between 1 November 2025 and 31 March 2026).

Voluntary commitments allow us to review and be responsive to consumer needs each year and to implement these changes quickly. Mandatory commitments would have put this ﬂexibility at risk. This is because mandatory measures are implemented via changes to the supplier licences and this can only take place after a lengthy consultation process.

Question 13

What are the alternative options to disconnection?

Accepted Answer

It is important to engage with your supplier as early as possible when experiencing affordability or debt issues, to allow them to provide support and advice.

Suppliers may be able to offer repayment plans and can discuss alternative contracts and tariff types (where a change can be facilitated contractually). They can also signpost you to other third-party support services and provide practical advice on energy efﬁciency measures that could help you to reduce your energy bills.

Question 14

Are all consumers likely to benefit from the commitments in the Energy Charter?

Accepted Answer

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.

Question 15

Who are the commitments in the charter applicable to?

Accepted Answer

The commitments in the charter are applicable to all small business consumers. A small business consumer is deﬁned as one whose gas consumption is less than 73.2 MWh per annum and whose electricity consumption is less than 50 MWh per annum.

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