Dealing with energy suppliersNorthern Ireland

Although the energy market has been opened to competition in Northern Ireland, consumers don't yet have a choice of suppliers. However, new suppliers are likely to enter the market in the future.

Consumer complaints about energy suppliers are dealt with by the Consumer Council in Belfast. Ofreg is the energy regulator in Northern Ireland.

Electricity

For now, Northern Ireland Electricity (NIE) is the only electricity supplier for home users. It must meet service and performance standards similar to those for companies in England, Scotland and Wales, covering things such as compensation for power cuts and failure to turn up for meter readings. Full details are available on the NIE website

Gas

Phoenix Gas and Firmus Gas are currently the only suppliers of natural gas to domestic customers in Northern Ireland. They supply different regions of Northern Ireland so you have to use the company in your area. Each has its own code of practice.

Making a complaint

Step one

Contact your gas or electricity supplier to give them a chance to put things right. For electricity, this will be NIE, and for gas, it could be either Phoenix or Firmus, depending on where you live. Their contact details will be on your bill. Unless it is a simple problem, you should put your complaint in writing, either in a letter or by email. Make sure you keep a copy of anything your send, including bills, and note when they were sent.

If your problem involves billing or meter readings, it is important to make a note of meter readings, and to record the dates on which they were taken.

Step two 

If you are unhappy with your supplier’s response, put your complaint to the Consumer Council, an independent body.