We are 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.

Section 5: Connection to Network

1. Who do I contact to be supplied with energy for the first time?
Electricity
Contact NIE (the network / grid company) on 08457 643643 for more information. If you have internet access go to http://www.niegetconnected.co.uk/newdomestic.php .

Natural Gas
In the Greater Belfast Area contact Phoenix Natural Gas (the company that lays and maintains the pipes) on 084 5455 5555 or if you have access to the internet go to: http://www.phoenixnaturalgas.com/naturalgas/how-to-get-connected/at-home/ If you are in any of the firmus energy areas telephone them on 084 5608 0088 or on their website: http://www.firmusenergy.co.uk/for_home_10_towns.aspx?dataid=499867

2. Do I have to sign a contract and who do I sign a contract with?
You will have to sign an application for a connection which is a contract for the connection, not for the supply of gas or electricity.

You will also enter into a contract with your chosen supplier of gas or electricity. You will not necessarily sign your name to a written contract. For example you may switch supplier on line or on the telephone. In doing this you and your supplier will be agreeing the Terms and Conditions of the contract. The Terms and Conditions of the contract will be available to you on the suppliers’ website or will be sent to you by the supplier on request.

3. How do I find out who my supplier is?
The information should be contained on your bill or statement, however if you are unsure you can contact the network operator :

For electricity contact:
NIE on 08457 643 643 or

For gas contact:
Phoenix Natural Gas on 08454 55 55 55 or http://www.phoenixnaturalgas.com/naturalgas/contact-us/
If you live in the Greater Belfast or Larne areas.
or
Contact
Firmus energy on 08456080088 or email
For all other areas where gas is available.

4. I do not have a formal supply contract or even a valid offer for energy supply. Which supplier is obliged to provide me with energy against payment with or without a formal contract? Who is my default supplier?
Electricity
Power NI is the default electricity supplier.

Natural Gas
Phoenix Supply Limited is the default gas supplier in Greater Belfast and Larne. Firmus energy is the default gas supplier in all other areas where gas is available.

5. Do I have to sign a contract to be physically connected to an energy distribution network and with whom?
Yes. For electricity you will have to sign an application with NIE (the network operator). For natural gas you will have to sign an application with either firmus energy or Phoenix Natural Gas depending on where you live.

6. Who is my contact in the event of disruption of energy supplies? Who should I contact if I have another technical question concerning my energy supply?
If your electricity supply is interrupted, you should contact NIE, the network operator to inform them of the fault – 08457 643 643

If your gas supply is interrupted, or if you smell gas, contact the Northern Ireland Gas Emergency Service on 0800 002 001.

7. Who is liable for damages that occur in my household due to disruption of service?
If either the network operator or your supplier has been negligent they may be liable for damage. Your home insurance may cover costs incurred by due to an interruption in supply.For further information contact the Consumer Council on 028 9067 2488 or

8. If I happen to encounter temporary financial difficulties, how can I avoid being cut off from the basic energy supply that is vital for my household’s heating and cooking needs?
Contact your supplier as soon as you realise you might find it difficult to pay your bill. Each supplier must have a Code of Practice for dealing with customers who are having difficulty paying bills. These are available by contacting your supplier.

Your supplier must help you work out a realistic payment schedule. If you cannot keep to this schedule your supplier may offer you a prepayment meter, you should also check which discounts are available to you.

If you feel you are struggling to make ends meet and need help, contact a money advisor at
one of the following organisations:
advice4debtNI: Freephone 0800 917 4607
Advice NI: 028 9064 5919
Citizens Advice: 028 9023 1120
Consumer Credit Counselling Service: Freephone 0800 027 4990

9. What happens if my supplier goes out of business? Who is my supplier of last resort?
Electricity
Power NI is the Supplier of Last Resort [SOLR] for Northern Ireland. If your supplier goes out of business you will automatically become a customer with Power NI. The SOLR must offer you a tariff that is appropriate for your needs but you are free to choose any offer from any other supplier; the SOLR arrangements are in place to ensure you have a continuous supply.

Gas
The Utility Regulator will decide at the time who will be your supplier if your supplier goes out of business.

10. In the case of a national, regional or local crisis or other incidents seriously affecting the supply of energy where can I get information regarding emergency measures?
Information will be available from NIE (the electricity network operator) on 084 5764 3643 or the Northern Ireland Gas Emergency Service on 0800 002 001 depending on the nature of the crisis. If the crisis is national then, depending on its nature, the Department of Enterprise, Trade and Investment will ensure the local media is kept informed.

The NIE Critical Care Scheme is a list of those consumers who require electricity for essential or life-saving medical equipment. These consumers are given priority, as regards to the provision of information, during planned or unplanned interruptions to supply.

Phoenix Supply Limited and firmus energy also maintain customer care registers for customers who are 60 years and over, disabled or chronically sick.

If you wish to be on these registers contact NIE, Phoenix Supply or firums energy.