Q: Customer care services

Customer care register At Power NI we care about all our customers and particularly mindful of older people, those with a disability or long term illness. If this applies to you, we have additional services that you can join and benefit from.

Question 1

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:

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 2

Complaints

Accepted Answer

If you're unhappy with our service, please let us know. We promise to investigate your complaint and provide you with a resolution in a timely manner.

We will:

provide you with an apology,
give you a full explanation,
take appropriate actions to put things right and
arrange compensation in appropriate circumstances.

Get in touch

We have friendly, experienced staff that will make every effort to sort out your complaint and provide you with an answer as quickly as possible. However, if you're still unhappy with our decision or explanation, you can ask for your complaint to be looked at again by our Customer Service Manager by:

Contacting us through the phone
emailing complaints@powerni.co.uk
writing to Customer Service Manager, Power NI, PO Box 2067, Belfast, BT1 9PP.

We take every complaint we receive seriously and work with our customers to resolve them quickly and satisfactorily. We will acknowledge complaints within 5 working days and aim to resolve all complaints within 10 working days.

While we will make every effort to resolve your complaint within 3 months, this may not always be possible. For instance, if the complaint is of a particularly complicated or technical nature, you aren’t communicating with us, or there is a third party involved, this may increase the amount of time needed to resolve the complaint.

We take into consideration individuals needs and appropriate steps to resolve the complaint promptly. If we fail to meet any of the commitments outlined in this Code of Practice, you may be entitled to compensation.

Independent Advice.

If we are unable to resolve your complaint to your satisfaction, or if at any time you are unhappy with our response you can contact the Consumer Council. This is a free and independent body which has the power to resolve customer disputes:

phoning 08001 216 022.
emailing contact@consumercouncil.org.uk
writing to The Consumer Council, Floor 3, Seatem House, 28-32 Alfred Street, Belfast, BT2 8EN.

For more information you can view our codes of practice and terms and conditions.

Question 3

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 4

Customer care services

Accepted Answer

Customer care register
At Power NI we care about all our customers and particularly mindful of older people, those with a disability or long term illness. If this applies to you, we have additional services that you can join and benefit from.

Question 5

NI Energy Advice Line Service

Accepted Answer

The NI Energy Advice Line Service managed by the NI Housing Executive, offers free comprehensive advice and support on how to save energy in the home and on assistance available.

Consumers can call 0800 111 44 55 during office hours or use the call back service for out of hours.

Consumers can also visit the NI Housing Executive

This service offers advice and a contact form for energy efficiency advice and signposting for grants

Question 6

Independent support and advice

Accepted Answer

At Power NI, our customers are at the core of everything we do, and we are committed to supporting local organisations who offer support and advice. We will always try our best to answer your queries, but sometimes we just need to signpost you to the experts

Action for Children protect and support children and young people. We do this by providing practical and emotional care and support. We make sure their voices are heard. And we campaign to bring lasting improvements to their lives. Contact Action for Children on 028 9046 0500 Monday to Friday 9am to 5pm or email ask.us@actionforchildren.org.uk.

Action Mental Health is a local charity providing a range of mental health recovery services to support people with mental health difficulties who wish to return to employment, those who would benefit from counselling and a range of resilience building programmes that can be delivered in schools, community organisations and workplaces. Contact Action Mental Health on 028 9182 8494 Monday to Thursday 9am to 5pm and Friday 9am to 4pm or email info@amh.org.uk.

Advice NI provides free and confidential advice on benefits, debt and money, business debt, EU settlement scheme, tax credits and HMRC products & services. Freephone the advice helpline on 0800 915 4604 or email advice@adviceni.net

Age NI offers free independent and confidential advice to older people, their families and carers on a range of issues including care, health, housing and money. Freephone Age NI on 0808 808 7575 available Monday to Friday 9am to 5pm.

At Alzheimer's Society, we believe passionately that life doesn't end when dementia begins. We are here for anyone affected by dementia, and we do everything we can to keep people with dementia connected to their lives and the people who matter most. Dementia Support is available in all areas of Northern Ireland. Dementia Support Workers can speak to anyone affected by dementia, by phone or email or a visit to the family home. Other services include, Carer Information and Support Programmes, Singing for the Brain, Advocacy, provision of Training and Dementia Awareness. Contact the Dementia support line on 0333 150 3456 Monday to Wednesday 9am to 8pm, Thursday to Friday 9am to 5pm and Saturday and Sunday 10am to 4pm or email nir@alzheimers.org.uk.

Autism NI is a vital and much in demand local service, it is often the first point of contact pre-diagnosis and post-diagnosis. The service is used to provide information on a wide range of issues related to Autism. Providing emotional and practical support, a listening ear, enhancing networks and coping mechanisms, the Autism NI Helpline bridges families to appropriate services in their area. Contact Autism NI on 02890401729 Monday to Friday 9am to 5pm, or visit www.autismni.org/.

Belfast City Mission (BCM) was founded in 1889 as part of the Methodist church’s response to problems inherent in inner-city life. BCM is involved with all sectors of the community, irrespective of religious, ethnic or political affiliation. Contact BCM via email at info@belfastcentralmission.org, or by telephone on 028 90241917, lines are open Monday to Friday: 9am -5pm.

British Heart Foundation’s Heart Helpline
Our experienced nurses are here to help answer your questions or concerns about heart and circulatory diseases. Call 0808 802 1234 (freephone). Our Helpline is open weekdays 9am to 5pm.

Christians Against Poverty provides free independent debt advice, supporting you all the way to becoming debt free - as well as helping you manage your finances better. You can contact CAP on 0800 328 0006 Monday to Thursday 9:30am to 5pm and Friday 9:30am to 3:30pm.

Inspire Wellbeing are an all-island charity and social enterprise. Their aim is wellbeing for all, working together with people living with mental ill health, intellectual disability, autism and addictions to ensure they live with dignity and realise their full potential. Contact Inspire Wellbeing on 0808 189 0036 Monday to Friday 9am to 5pm or email hello@inspirewellbeing.org.

Financial budgeting
MoneyHelper is a Government website and is uniquely placed to empower people of their choices and improve their financial wellbeing. MoneyHelper offers free, impartial money and pensions guidance, that cuts through financial jargon and complexity, to help build knowledge and confidence and reduce anxiety, in all types of money matters. Some of the tools include:

Budget planner. A free planner to put you in control of your household spend and take control of your money.
Bill prioritiser. A free way to sort your bills and payment n the right order and what you need to do if you're struggling.

JAM Card allows people with a hidden disability or communication barrier to tell others that they need extra time and understanding in a private and easy way. To request a JAM Card contact 028 9043 6400 Monday to Friday 9am to 4:30pm or email hello@jamcard.org.

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If you are affected by cancer Macmillian specialist advisors can help you find out what benefits, grants and further support you might be entitled to. Offering confidential support to people living with cancer and their loved ones. If you need to talk, we’ll listen; emotional and practical information, clinical support, financial guidance, welfare rights, energy advice work support. Contact the Macmillan Support Line on 0808 808 0000 from 8am to 8pm daily or visit www.macmillan.org.uk

The 24-Hour Domestic and Sexual Abuse Helpline is hosted by Nexus in partnership with the Departments of Health, Justice & Communities. We aim to offer support, help, signposting and referral to victims, family, friends and professionals. Contact the Nexus confidentially on 0808 802 1414 24/7 via telephone, web chat or email help@dsahelpline.org.

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Relate NI is Northern Ireland’s leading relationship support charity. We have been providing relationship support to people, families and communities in NI for over 75 years through a range of therapeutic services and community education programmes. You can contact Relate NI on 028 90323454 Monday to Thursday 9am to 9pm and Friday 9am to 5pm.

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Rural Support is the farm support charity for Northern Ireland, offering free, impartial advice and to all farm family members through a wide range of programmes and services to help farmers and farm families build sustainable farm businesses and develop better wellbeing. The support line is available by calling freephone, 0800 138 1678 (Monday to Friday, 9am to 9pm) or by emailing farmsupport@ruralsupport.org.uk.

No young person should ever have to suffer alone with thoughts of suicide. If you are having thoughts of suicide or are concerned for a young person who might be, you can contact Hopelink which is Papyrus's digital platform for confidential support and practical advice. Contact Hopelink on 0800 068 4141 or text 078 6003 9967 9am to midnight daily.

SVP NI's mission is to seek and eliminate the causes of poverty. The focus is on practical approaches to dealing with poverty, alleviating its effects on individuals and families through working primarily in person-to-person contact by a unique system of family visitation and seeking to achieve social justice and equality of opportunity for all citizens. Contact SVP NI on 028 9035 1561 available Monday to Friday 9am to 5pm or email info@svpni.co.uk.

Belfast and Lisburn Women's Aid provides a range of specialist services and confidential support to women and children experiencing domestic abuse. For free and confidential support or advice contact 028 9066 6049 Monday to Friday 9am to 5pm, evening support is available until 8pm on Thursdays.

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