Exclusive Win! Inclusive Customer Service Award

Wednesday, January 05, 2022

We always put our customers first. And now we’re first!

We’re over the moon!

Power NI is the first energy supplier in Northern Ireland to swoop the BSI Inclusive Service Provision award (BS18477). This is no ordinary award. Oh no. For us, it’s the most important award there is. For it’s built solely around customer service.

This coveted accolade recognises our constant commitment to taking care of each and every one of our customers. Whatever your circumstance, whatever your needs, we can help.

Above and beyond, for you

From issuing bills in braille, large print or loud speaker, to spending a precious extra few minutes on the phone with you. From liaising with NIE networks to give our customers in their later years more time to answer the door for meter readings, to finding ways to help those who may be struggling to pay, we’ve thought - and we continue to think - of the many ways in which we can help to make everyone’s life just that little bit easier.

The power to raise the bar

This award provides a framework and sets a benchmark for high standards that we, and others can aspire to, in how we treat and serve our customers, especially our most vulnerable in society. We all have a duty to look out for each other. 

By really listening to our customers, investing in continuous staff training and by creating a dedicated department committed to finding solutions, our customers can rest in the knowledge that we are approachable, at all times.

Leading the way, since way back

It’s not something new we do. We’ve been pouring our heart and soul into enhancing customer service for decades. That’s why we’re so chuffed!

We identify where customers are vulnerable or need extra help, then we set about generating and implementing inclusive design of products and services to meet their needs.

Committed to meeting every customer need

Our Director of Customer Solutions, William Steele says, “For vulnerable people, calling up to speak with a customer services representative can be stressful. Building upon the training we received as part of the standard, we are also JAM card friendly, meaning every customer is thought of and included. Staff are also set to receive bereavement and mental health training. In addition, we have nine dementia-friendly Champions on our team.”

Right now, as the Covid-19 pandemic results in higher levels of unemployment, increased social isolation and mental health issues, customer issues are complex. So it’s more important than ever that services are fair and accessible for all of our wonderful customers.

When we win, you win, we all win - together!

Discover even more ways we’re winning at customer service here.