The Consumer Council has a responsibility to represent energy consumers in Northern Ireland.
We do this by working with the energy companies, the Utility Regulator and our social partners, and by lobbying government to ensure that consumers are placed at centre of all decision making.
There are many challenges facing the energy industry including: tackling fuel poverty; delivering competition; developing renewable energy and energy efficiency measures; and deciding on Northern Ireland's energy future. We will continue to listen to consumers and represent their interests during all of these debates. We also handle complaints about electricity, natural gas and coal. Click on the icons on the left to find out more information.
Customer Care Registers
What are customer care registers and how can they benefit consumers?
If you are a customer with a disability or have individual needs, electricity, gas and water companies can provide additional assistance to customers who register their details with them. These services include bills in different formats such as large print or Braille and password schemes to help identify representatives from a service provider. We have compiled a list of the services offered by the different companies below and a link with the contact details for all utility companies.
· Customer Care Register Features by Company
· Utility Customers with specific needs
Critical Care Registers
Critical Care Registers are for customers who rely on electrical equipment or on a water supply for their day to day care.
This service is provided by Northern Ireland Electricity (NIE) who own and maintain the wires and meters for everyone, no matter who bills you for your energy usage and NI Water who provide both a Critical Care and a Customer Care register.
Adding your details to this register will allow NI Water and NIE to prioritise your contact details.
In the event of an interruption that is scheduled by NIE, they will contact you at least three days beforehand and inform you of the expected duration of the interruption and in the event of a power cut or loss of supply you kept updated. In the event of an un-planned power cut your call will be given priority. NIE will then contact you regularly during the power cut with up-to-date information.
NI Water will also arrange an alternative water supply in the event of a prolonged loss of service and give all customers 48 hours notice in the event of water services being off for longer than 4 hours.
In the case of electricity customers this includes medical equipment such as oxygen concentrators, Patient Vital Signs Monitoring Systems and home dialysis. With NI Water their critical care register is for consumers with serious medical conditions.
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