Our standards of service
Our commitment to customer service
We are committed to delivering a high-quality customer service that meets the needs of our customers and ensures fairness. Our Standards of Service Charter reflects our core values and is a set of commitments that shape how we interact with you.
Your feedback matters
If something goes wrong or you are not satisfied with our service, please tell us. You have the right to complain when things go wrong. We take complaints about our service very seriously. Our Standards of Service Complaints Policy sets out how we handle complaints. We aim to make the process clear and easy to use.
Accessibility and support
If you need a reasonable adjustment - such as a different way to communicate or help accessing our services - please let us know. This policy is available in alternative formats on request.
How to contact us
To speak to someone about your complaint, you can:
- Call: 028 9031 1575 and ask for the Complaints Officer
- Email: info@uregni.gov.uk
- Write to: Complaints Officer, Utility Regulator, Millennium House, Great Victoria Street, Belfast, BT2 7AQ.
Unacceptable behaviour
In rare cases, the behaviour of external stakeholders may affect our ability to manage complaints. If behaviour is considered unacceptable, we will take steps to protect our staff, as explained in our Safeguarding Utility Regulator Staff Unacceptable Behaviour Policy.
Complaints about suppliers
We do not investigate complaints about electricity or gas suppliers directly. However our Code of Practice on Complaint Handling ensures that suppliers offer a complaints process that is:
- Free
- Fair
- Accessible
If you are unhappy with how your complaint is being handled by your supplier or your issue is still unresolved after following your supplier's complaints procedures, you can go to the Consumer Council (CCNI), who will look into the issue on your behalf for free.