Customer Information
The Utility Regulator is an independent non-ministerial government department set up to ensure the effective regulation of the Electricity, Gas and Water and Sewerage industries in Northern Ireland.
Our duty is to protect the interests of Electricity, Gas and Water and Sewerage consumers with regard to price and quality of service and by promoting effective competition within these industries.
From 1 June 2010, Airtricity will begin supplying electricity to domestic consumers in Northern Ireland. A consumer question and answer leaflet has been produced by the Utility Regulator, Consumer Council and NIE. The leaftlet is available here.
Domestic Customer FAQ’s
1. Do you have a problem/query with your utility provider?
2. Problems the Utility Regulator can not consider.
3. What happens when the Utility Regulator investigates a matter you have raised?
4. What if I’m not satisfied with the service I receive from the Utility Regulator?
5. Who to contact.
6. How can I reduce my bills?
1. Do you have a Problem/Query with your Utility Provider?
For more information on the Utility Regulator’s role in dealing with complaints you can access our dispute resolution procedure
2. Problems the Utility Regulator can not consider.
Neither the Utility Regulator nor the Consumer Council can deal with problems arising from the sale and use of electricial or gas appliances or with electrical work carried out in you home.
3. What happens when the Utility Regulator investigates a matter you have raised?
Provided your problem/query is one the Utility Regulator can make a formal determination on, we will consider all the relevant facts and proceed in the following manner:
We will contact the company and/or the Consumer Council with specific questions about your Appeal, Complaint or Dispute and discuss how it can be resolved.
We will work impartially in order to arrive at a fair and satisfactory outcome.
We will aim to keep you fully briefed.
The Utility Regulator will attempt to issue a Determination on each Appeal/Complaint/Dispute in as short a time as possible. However, some Determinations can take up to three months to fully investigate.
4. What if I’m not satisfied with the service I receive from the Utility Regulator?
You should write to the relevant Appeals/Complaints/Disputes representative as noted below, who will acknowledge your complaint within three working days and respond within 10 working days. After a full investigation, we will issue a final Determination. If we have made a mistake, we will apologise and put things right if we can.
Appeals/Complaints/Disputes representatives are:
Electricity –
Gas –
Water –
If you are dissatisfied you may then refer the matter to the Northern Ireland Ombudsman’s Office or seek third party assistance.
ELECTRICITY
You should always contact your electricity supplier first, using the appropriate number from the list of suppliers below.
Your supplier can deal with Billing Enquires; Ways to Pay; Price Information; Meter Readings; Moving House; Energy Efficiency Advice and Eco Energy
From 1 June 2010, there will be two suppliers in the domestic electricity market:
- NIE Energy
Telephone: 08457 455 455 (8am – 8pm, Mon – Fri & 9am – 1pm Sat)
Email:
Minicom: 08457 147 128 (24 hrs
Web: www.nieenergy.co.uk
- Airtricity
Telephone 0845 601 4321
Web: www.airtricity.com
For matters other than those that your supplier can deal with i.e. failure of electricity supply; a new electricity supply; alterations to lines and equipment and any physical supply matter you should contact ‘the wires’ business – Northern Ireland Electricity Plc
Telephone: 08457 643 643 (24hrs for failure of supply 8.30am-5pm Mon – Fri for other services)
Email:
Minicom: 08457 147 128 (24hrs)
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GAS
In an Emergency:
Telephone: 0800 002 001 (24 Hour Emergency Line Free phone)
For General Enquiries:
You should always contact your gas supplier first. There are two domestic suppliers to choose from:
- Phoenix Supply Ltd
Telephone: O845900 5253
Email:
Web: www.phoenixnaturalgas.com/supply/
or
- Firmus Energy
Customer Careline: 08456 080 088
Email:
Web: www.firmusenergy.co.uk
WATER
You Should always contact Northern Ireland Water first using the appropriate local rate number below:
For emergencies as well as day to day enquiries:
Waterline: 08457 440 088
Typetalk : 08000 515 446 (for customers with hearing difficulties)
Email:
Web: www.niwater.com
Leakline: 08000 282 011
UTILITY REGULATOR
Address: Queens House, 14 Queen Street, Belfast, BT1 6ED
Telephone: 02890 311 575
Fax: 02890 311 740
Email:
Web: www.uregni.gov.uk
CONSUMER COUNCIL
If you have a complaint about your Electricity,Natural Gas or Water and Sewerage provider and have not resolved the matter by firstly contacting your provider, you can contact the Consumer Council by letter, telephone, fax or email:
By Letter: The Consumer Council, 116 Holywood Road, Belfast, BT4 1NY
Telephone: 08001 216 022
Fax: 02890 657 701
Email:
For further information on how the Consumer Council can help you please visit their website at:
6. How can I reduce my energy bills?
For information on how you can save energy within your home, renewable technologies as well as saving water please contact:
Address: Energy Saving Trust, Northern Ireland Advice Centre, 1-11 May Street, Belfast, BT1 4NA
Telephone: 0800 512 012
Fax: 028 9024 6133
Email:
Web: www.energysavingtrust.org.uk
Or
Address: Action Renewables, The Innovation Centre, NI Science Park, Queens Road, Belfast, BT3 9DT
Telephone: 028 9073 7821
Fax: 028 9073 7825
Email:
Web: www.actionrenewables.org
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Business Customer FAQ’s
1. Can I switch to a different electricity supplier?
2. Can I switch to a different gas supplier?
3. How much can Landlords / Caravan Park owners charge for electricity/gas?
1. Can I switch to a different electricity supplier?
All business customers can now switch suppliers. A list of suppliers and contact details is provided below:
- Airtricity www.airtricity.com – 08456 019 093
- Energia www.energia.ie – 028 9068 5900
- ESBIE www.esbie.ie – 08453 990 901
- Firmus www.firmusenergy.co.uk – 028 9442 7836
- NIE Energy www.nieenergy.co.uk – 08457 455 455
2. Can I switch to a different gas supplier?
At present business customers within the Greater Belfast area only are able to change their gas suppliers. There are currently five gas suppliers within this area as follows:
- Airtricity – 08456 03 44 44
- Energia – 02890 68 59 00
- Firmus Energy – 08456 08 00 88
- Phoenix Supply – 0845 900 5253
- VAYU – 00353 18 84 94 00
3. How much can Landlords / Caravan Park owners charge for electricity/gas.
For information and guidance on the resale of electricity or gas please click the link below:
Guidance for Resellers of Electricity or Gas
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