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 6: Complaint Handling

1. Where can I find out more about my supplier’s complaint procedure?
Contact your supplier; there will be details on how to access your supplier’s complaints procedure on your bill. You can also contact the Consumer Council on 028 9067 2488 or

2. Does my supplier make use of an ombudsman?
There is currently no energy ombudsman scheme in Northern Ireland. However, the Consumer Council will assist with complaints where you have exhausted the supplier’s procedure.

In certain cases, the Utility Regulator may be able to resolve complaints where the Consumer Council is unable to reach a satisfactory resolution.

3. I need support to settle a dispute with my supplier or network operator. From which neutral and independent national body can I request assistance at no cost in case of such a dispute?
If you have exhausted your supplier/network operators complaints procedure and are dissatisfied with the outcome the Consumer Council will assist you in resolving your complaints.

4. What are the local measures to protect consumers of electricity and gas? Who can I contact to find out more about them?
You should contact the Consumer Council to obtain information about your rights as an energy consumer.