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Electric Ireland Accessibility Statement

Electric Ireland is committed to making its website and mobile apps accessible, in accordance with European Union (Accessibility of Websites and Mobile Applications of Public Sector Bodies) Regulations 2020 and European Union (Accessibility Requirements of Products and Services) Regulations 2023.

This accessibility statement applies to content published on www.electricireland.ie and associated subdomains.


Compliance Status

This website is partially compliant with the harmonised standard EN 301 549 due to non-accessible content and exemptions. These can be seen in the list below, along with a brief explanation of their user impact and the relevant success criteria.


Non-Accessible Content

Issues that affect various areas of our website include;

Colour Contrast: Some text, charts, buttons and links have low colour contrast which may be difficult to read and distinguish (EN 9.1.4.3 and 9.1.4.1).

Resizing: Some elements do not allow for resizing which may be difficult for those with low vision (EN 9.1.4.4)

Links: Some links and buttons are not distinguishable and may be difficult to understand by those using screen-readers (EN 9.2.4.4 and EN 9.4.1.2)

Videos: Our videos do not have audio description tracks or alternatives where necessary to ensure those with low vision have full access to the video content. (EN 9.1.2.1; EN 9.1.2.3 and 1.2.5).

PDFs:  Electric Ireland’s PDF bills are not fully accessible or structured appropriately for screen reader navigation. While some content is readable, key sections such as Customer Service, Complaints, and Payment Options are not accessible via assistive technologies. These sections are, however, available on the Electric Ireland website.

Some of our PDF documents on our site are not fully accessible which means people using screen-readers and assistive technology may have difficulty navigating and accessing the content of the document. Some of the known issues with our PDFs include:

  • images and figures do not have alternative text (EN 9.1.1.1)
  • tables, headings, link and lists are not defined or tagged appropriately (EN 9.1.3.1 and EN 9.2.1.1)
  • titles are not identified (EN 9.2.4.2)
  • language of documents has not been set (EN 9.3.1.2)

We are also aware of various accessibility issues on Electric Ireland Top Up Now Page which are; missing title, colour contrast, alternative text and resizing issues on Android


Residential Online Account

When making a payment, the save card details functionality does not work as it should. This is a third-party payment provider issue, and we have been assured this will be remediated by end of October 2025.


Live Chat

Some of the specific issues with our live chat that are not already highlighted above are:

  • Keyboard users may not be able to select or activate relevant options such as the Yes/No or Print/Download Transcript options (EN 9.2.1.1).
  • Privacy notice opens in new window without warning which means screen reader users may be unaware a new window has opened (EN 9.3.2.2)
  • Some links and buttons lack state information which may be difficult to understand and navigate by screen reader users (EN 9.2.4.4 and EN 9.4.1.2)
  • Lack of focus within chat windows may cause screen reader and keyboard users unintentionally exit the chat (EN 9.2.4.3)

Exempt Content

The content below is not within the scope of the with European Union (Accessibility of Websites and Mobile Applications of Public Sector Bodies) Regulations 2020.

  • Older PDFs or documents published before 23 September 2018.
  • Any pre-recorded videos or audio material published before 23 September 2020.
  • Live video content which is recorded and stored.
  • Specialist content such as maps.
  • Third party content or third-party payment providers we use, but do not have control over.

Preparation of this Accessibility Statement

This statement was prepared in March 2025 and reviewed in July 2025.

We engaged with our external accessibility partner InterAccess who have carried out a full independent accessibility audit. This assessment audit was conducted in March 2025 and was performed using a range of tools which included;

  • JAWS 2023 / NVDA screen reading software
  • Talkback (Android)
  • VoiceOver (iOS)
  • Chrome Browser (Windows and Android)
  • Edge Browser (Windows)
  • Safari (iOS)
  • Manual accessibility testing and keyboard only testing
  • Colour contrast analysers
  • DOM inspection tests

In addition to the independent accessibility audit, we also reviewed the results from regular automated testing using axe-core rules and continue to engage with people with disabilities in testing our site.

All audits are reviewed for conformance with the relevant harmonised standard EN 301 549 V3.2.1 (2021-03).


What we’re doing to improve accessibility

Electric Ireland intends this site to be used by as many users as possible, including assistive technology users and we are working towards an accessible design by;

  • flagging issues regarding inaccessible content to our third-party suppliers
  • reviewing and implementing the findings of the independent accessibility audit.
  • putting a roadmap in place to work towards compliance and achieve a better standard of accessibility.
  • revise this Accessibility Statement once improvements have been made.



Electric Ireland App Accessibility Statement

Electric Ireland is committed to making its mobile app accessible, in accordance with European Union (Accessibility of Websites and Mobile Applications of Public Sector Bodies) Regulations 2020 and European Union (Accessibility Requirements of Products and Services) Regulations 2023.


Android and iOS Compliance Status

The Electric Ireland app on both Android and iOS platforms are partially compliant with the harmonised standard EN 301 549.


Non-Accessible Content

Download Bills – General (iOS and Android)

  • Electric Ireland’s PDF bills are not fully accessible or structured appropriately for screen reader navigation. While some content is readable, key sections such as Customer Service, Complaints, and Payment Options are not accessible via assistive technologies. These sections are, however, available on the Electric Ireland website.
  • Users are not initially informed of the file format when downloading the bill. This information is only clarified when using the “View your bill” option.
  • Android-Specific: TalkBack users cannot give focus to PDF bills within the app and must download them to their device to access the content.

Preparation of this Accessibility Statement

This statement was prepared in July 2025

We engaged with our external accessibility partner InterAccess who have carried out a full independent accessibility audit. This assessment audit was conducted in iterative sprints during 2024/25 and was performed using a range of tools which included;

  • VoiceOver (iOS)
  • Talkback (Android)
  • Manual accessibility testing and keyboard only testing
  • Colour contrast analysers
  • DOM inspection tests

All audits are reviewed for conformance with the relevant harmonised standard EN 301 549 V3.2.1 (2021-03).


What we’re doing to improve accessibility

Electric Ireland intends this app to be used by as many users as possible, including assistive technology users and we are working towards an accessible design by;

  • reviewing and implementing the findings of the independent accessibility audit.
  • putting a roadmap in place to work towards compliance and achieve a better standard of accessibility.
  • revise this Accessibility Statement once improvements have been made.


Feedback and Contact Information

Electric Ireland is committed to ensuring digital accessibility for persons with disabilities and we are always looking for ways to improve the accessibility of our app.

If you find any problems not listed on this Accessibility Statement or you have some feedback, comments or have a complaint about the accessibility of this website, please contact ESB’s Access Officer by email on disabilityaccessofficer@esb.ie or contact 01 7026009. You can also write to the Access Officer at

ESB Head Office,
27 Fitzwilliam Street Lower,
Dublin 2,
D02 KT92.

The role of the Access Officer is to provide and coordinate guidance and assistance for persons with disabilities in accessing the services we provide.


Enforcement Procedure

If you are not happy with the result of your complaint to ESB’s Access Officer, you may request to have the matter referred to a higher level in ESB for review.

If you are still not satisfied you can refer to the Office of the Ombudsman for consideration under the Disability Act. Here is the  contact information  and guidance on making a complaint from the  Office of the Ombudsman.

You may also refer your complaint to the Workplace Relations Commission for consideration under the Equal Status Act. Here is the contact information and advice on  making a complaint under the Equal Status Act.