Electric Ireland – Helping our Customers

Electric Ireland - Helping our Customers

Electric Ireland wants to help our 1.1 million homes and businesses as much as possible given the unprecedented impact of Covid-19.  We are working hard to ensure that energy is one less worry at this time.

In a message to our customers, Marguerite Sayers, Executive Director, Electric Ireland said: 

In light of the current Covid-19 situation we want to reassure you that we will continue to provide our customers in 1.1 million homes and businesses around the country the services they need and will try to preserve ‘business-as-usual’ as much as we can.  That said, we know that many of our customers may experience financial difficulties and uncertainty in the coming weeks. We have put a number of initiatives in place to help customers and will provide as much care and understanding as we can in the coming weeks and months.  We would ask our customers who are less affected and who can pay to please do so to allow us to be as flexible as possible with those who cannot.”

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Ways we are helping customers

Price reduction for homes

We recently announced that we are reducing our prices.   From 1st April electricity rates will be reduced by 2.5% and gas by 11.5%, which will mean that people spending more time at home will be less impacted by energy bills.

Customers in Difficulty

We know that many of our customers may experience financial difficulties and uncertainty.   If you, or someone you know, is concerned about paying their bill, we would ask that you engage with us at an early stage and we will work with you to reach a solution.

Last week, we suspended supply disconnections for the next four weeks for customers affected by Covid-19 and we will reassess the situation at the end of this period.

Pay As You Go Customers

We have offered medically-vulnerable customers, who are on a Pay As You Go plan, the option to change to a credit system. This is to help ensure they do not lose their energy supply.

The Commission for Regulation of Utilities has announced a temporary increase to the PAYG gas emergency credit for all PAYG customers. Emergency credit will increase from €10 to €100, allowing customers to maintain gas supply for a period of time, even if they cannot continue to purchase credit as regularly as usual.

For PAYG electricity customers, there are many ways to purchase credit and they are largely unaffected by the current crisis.  However, if you are having difficulties, please contact us and we will do our best to provide support.

Social distancing

Conscious of social distancing, we have suspended face-to-face sales activity, and our technicians will only come to your house or place of work with your agreement for installs, necessary maintenance, to repair a fault or to ensure your supply of energy continues.

Meter readings are not being taken where a reader has to enter a home.  We will estimate customers’ usage in the interim, but any customer who wishes to do so can let us know their actual meter reading over the phone or online.

For Residential Customers

  • Our customer care team and online services are operating as normal.
  • The best way to manage your electricity or gas account is through Your Account Online where you can submit a meter reading, pay your bill or top-up your Pay As You Go electricity meter.
  • We recommend that you keep your PAYG gas and electricity meters topped up.
  • Visit our Help Centre for Q&A or alternatively contact us.

For Business Customers

  • Our customer service centre is operating as normal.
  • Business Online will remain fully operational and we encourage all customers to register/login to get access to the full suite of account management tools.
  • Visit our Business Customer Help Centre or alternatively contact us.

Our staff

Right now, we are working in accordance with HSE and best practice advice to maximise the safety of our employees, our agents and you – our customers.  As a result, most of our staff are now working remotely, and the systems and processes we have in place to ensure business continuity are helping them adjust to this “new normal” working environment. 

We continue to provide all normal services at present. However, if Covid-19 causes us to have to work at a reduced capacity or if we anticipate a delay in service, we will communicate that to you directly and thank you in advance for your understanding. 

As you know, the coronavirus situation is still fluid, so we will continue to review the best course of action daily. We are working hard to minimise disruption at this difficult time and thank you very much for your co-operation and patience.

For COVID-19 Update: go to https://www.electricireland.ie/covid-19-customer-update