Complaints

Complaints procedure
To complain about the service provided by your energy or water company, follow the steps below.

Step 1 - In all instances, if you have a complaint/query, your first point of contact should be your utility supplier.

Step 2 - If your supplier does not solve the complaint/query, or if you are not happy with their response, please contact the Consumer Council for Northern Ireland (link). The Consumer Council has been empowered to help consumers with electricity, gas, water and sewerage complaints arising in your home, industry or business.

Step 3 - If the Consumer Council is unable to deal with your complaint/query, or resolve the matter to your complete satisfaction, they may be able to refer it to us for determination, provided it is something we have the legal authority to make a determination on.

The Utility Regulator and the Consumer Council cannot deal with problems arising from the sale and use of electrical or gas appliances or with electrical work carried out in your home.

For more information on the Utility Regulator’s role in dealing with complaints you can access our appeals, complaints and disputes policy here.

The Consumer Council
The Consumer Council is an independent statutory body that aims to promote and safeguard the interests of all consumers in Northern Ireland. They can provide free, impartial information and handle complaints on behalf of consumers who have been unable to resolve problems directly with their energy or water supplier or meter operator.

Address: The Consumer Council, 116 Holywood Road, Belfast, BT4 1NY
Telephone: 0800 121 6022
Fax: 02890 657 701
Email: .(JavaScript must be enabled to view this email address)
http://www.consumercouncil.org.uk

What happens when the Utility Regulator investigates a matter you have raised?
Provided your complaint/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 with specific questions about your complaint/query 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.
* We will attempt to issue a determination on each complaint/query in as short a time as possible. However, some determinations can take four months or more to issue.

The Utility Regulator’s complaint/query representatives are:

Electricity - .(JavaScript must be enabled to view this email address)
Gas - .(JavaScript must be enabled to view this email address)
Water - .(JavaScript must be enabled to view this email address)

What if I’m not satisfied with the service I receive from the Utility Regulator?

The Utility Regulator is committed to providing value and sustainability in energy and water, always acting in the interest of the consumer.  However if you are unhappy with the Utility Regulator’s procedures or the way in which the Utility Regulator has operated them, please refer to our complaints procedure which details how you can seek a solution to your complaint.

Northern Ireland Ombudsman
The purpose of the Ombudsman is to ensure that every citizen in Northern Ireland is served by a fair and efficient public administration that is committed to accountability; openness; and quality of service.  You can complain to the Ombudsman if you are unhappy with the service provided by a government department/agency or public body. Public bodies include all local councils, education and library boards, organisations providing Health and Social Care (HSC) Services in Northern Ireland and prison health care.

Address: The Ombudsman, Freepost BEL 1478, Belfast BT1 6BR
Telephone: 02890 233821
Email: .(JavaScript must be enabled to view this email address)
http://www.ni-ombudsman.org.uk