Dealing with energy suppliers Northern Ireland

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

Electricity

The electricity market has recently opened up in Northern Ireland and Power NI (which used to be Northern Ireland Electricity - NIE) is not alone any more. It still dominates the market but new entrant Airtricity (owned by SSE) is attracting more and more customers. Both companies have been rated in the Which? satisfaction survey. 

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. 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.