Power NI Contact For New & Existing Customers
The vanguard of Power NI’s customer services can be contacted through a number of channels. Whether you are a prospective or existing customer, here you will find all the contact information you need to get your query solved.
Top tip!Be sure to check out the Frequently Asked Questions on the Power NI website. You might find the answer to your query without having to get in touch.
Power NI contact number: Existing customers
Existing Power NI customers can forward their urgent queries, submit complaints or avail of the supplier’s over-the-phone top up service through the means set out in the sections below. We have organised the sections to correspond with specific queries. If you have a query that doesn’t fall into one of the sections, your best recourse is the general Customer Service number.
Customer Service
For any general queries, to get information about your account and tariff, or if you are having trouble logging in to your Energy Online account, speak to a Power NI Customer Service agent by calling 0345 745 5455. Lines are open Monday through Friday from 8am to 7pm.
Alternatively, you can use the online Customer Service contact form on the Power NI website. You will have to provide personal information, including full name, phone number and email address to submit your query. It may be useful and efficacious to provide your account number and Keypad number (if applicable) in the relevant fields. Your query will be responded to via email.
Complaints
To submit a complaint to Power NI, use the information listed below. Power NI will investigate the matter and provide you with an explanation and apology in a timely manner. The supplier will take the appropriate actions required for the resolution of your complaint, which may include compensation.
- By phone: 03457 455 455 (lines are open Monday to Friday: 8am-7pm, not including bank holidays)
- By email to: [email protected].
- By post to: Head of Customer Service, Power NI, PO Box 2067, Belfast, BT1 9PP.
Complaints are acknowledged within five working days of receipt and resolution is aimed at within a period of 10 days to three months.
If you are unhappy with the proposed resolution, you can request that your complaint be reviewed by the Head of Customer Service.
Get independent advice for any dispute If you feel that Power NI hasn’t solved your complaint satisfactorily, you can contact the Consumer Council for advice and aid in resolution. Contact the Consumer Council on 08001 216 022 or via email on [email protected].
Billing
For billing queries - including queries about receiving estimated bills, getting overcharged, not receiving an expected bill (Power NI issues bills every three months unless you are on a monthly direct debit), or if you are having trouble paying your bills - contact Power NI by phone on 03457 455 455.
If your call is about getting an accurate bill or a refund, please note that you will have to provide an accurate meter reading. If you are calling because you are having trouble paying your electricity bills, Power NI will engage with third party agencies at your request to help you find a solution.
Pay As You Go (Keypad) enquiries
If you are on the Keypad tariff (Power NI’s pay-as-you-go option) you can check your account balance and top up if required by calling the Customer Service number - 03457 455 455. Please be aware that there are easier means by which to check your balance and top up. You can read all about them and more by heading over to our Power NI Top Up guide.
Sign up for Power NI
You can switch to Power NI online or over the phone. The former requires you to fill out the online sign up form on the Power NI Switch page. You will need to provide the following information when filling out the form:
- First and second name
- Address
- Post code
- Contact details (phone or email) and preferences
- MPRN - Meter Point Reference Number (find your MPRN here)
- A meter reading
- Your bank details
To speak to a Power NI agent about switching, you will have to request a call by using the online call-back request form. The form requires your full name, phone number, email address and a preferred time and day for the call.
Notify Power NI if you’re moving
Moving to a new property? You have to notify Power NI before you move-in or move-out, whether you are the homeowner or a tenant. Existing customers can either keep their accounts for use in their new properties or close them down. In any case, existing and prospective customers can contact Power NI’s Customer Service on the number below.
Before getting in touch with Power NI, you will have to prepare and gather a few bits of information, including your account details (existing customers), payment details (new customers) and current meter readings. The information required differs slightly for new and existing customers moving into a new property, and for existing customers closing their account when moving-out. We have set out the requisite information for each in the proceeding sections.
Moving in
If you are moving into a new property and already have a Power NI account, or would like to open a new account, you have to get in touch with the supplier and notify an agent a few days before your move-in date.
For those that have an existing account, you will need to provide the following information:
- Your Power NI account number.
- Your new address and the date that you move in.
- The meter serial number of your new house or flat.
- The opening meter reading of your new house or flat.
- The closing meter reading of your previous house or flat, with an accompanying picture if possible.
- IF applicable, your landlord’s name, number and address.
For those that want to open up a new account, you will have to provide the information above excluding that which is set out in points one and five.
Moving out and closing your account
Customers parting ways with Power NI upon moving out of their properties will have to provide the supplier with the following information:
- Your Power NI account number.
- Your forwarding address.
- The date that you move out.
- Your meter’s serial number.
- The closing meter reading of your previous house or flat, with an accompanying picture if possible.
Power NI Renewable enquiries
Power NI customers exporting electricity to the supplier on the Microgen tariff, or in receipt of a Power Purchase Agreement, can contact the Power NI Renewables team and submit their queries through the following channels:
- By phone: 028 9068 5010
- By email to: [email protected]
For prospective exporters who would like more information or want to apply to the Microgen tariff can, likewise, get in touch using the channels above. Alternatively, you can apply by creating a Microgen account.