Electric Ireland extends disconnection moratorium for 1.3 million customers

Electric Ireland have announced an extension of their disconnection moratorium for its 1.3 million customers, thereby protecting customers that may experience financial hardship and uncertainty during Level 5 restrictions. This disconnection moratorium will be extended for residential and the vast majority* of business customers until April 5, 2021.

Electric Ireland have also asked all customers who are experiencing financial difficulty during these challenging times to make contact and they will work with them to find a payment plan that will suit their individual circumstances. Disconnection is always an absolute last resort in any circumstance.

Marguerites Sayers, Executive Director, Electric Ireland commented on the announcement: “At Electric Ireland we have a rigorous engagement process in place with our customers who are experiencing financial difficulties. We are acutely aware of the challenges that some customers will experience now with the new Level 5 restrictions. We want to ensure those customers will be protected. The re-introduction of our disconnection moratorium commencing from Thursday October 22, means those most at risk can rest assured, they will have the comfort they need at this difficult time, continued uninterrupted energy supply.”

Brighter Together

Electric Ireland are also committed to providing the best value in the energy market, as part of that commitment, Electric Ireland continuously monitor energy prices, and when they can pass on reductions to their customers they do so.

As part of this commitment, Electric Ireland announced a residential gas price freeze from October 1, keeping an existing 11.5% gas decrease, that’s €78 on an average annual gas bill, from April in effect. In addition, Electric Ireland are the only Irish supplier to offer an enduring discount rate of up to 8.5% for gas and electricity residential customers, a discount that doesn’t disappear after a year. This is unique in the market compared to other suppliers who offer high upfront discounts that expire after 12 months, leaving customers with bill shock at the end of a contract period.

Electric Ireland deal with all residential customers experiencing difficulty in line with the voluntary Industry Energy Engage Code and offer Fuel Poor customers that sign up to the Household Budget Scheme or Industry Solution Prepayment Meter a 5% discount. Electric Ireland also work closely with vital organisations such as MABS (the Irish Money Advice and Budgeting Service), and SVP (Society of St. Vincent de Paul) to individually help customers who run into trouble paying their bills.

Brighter Together with Electric Ireland

Electric Ireland have also supported the Young St Vincent de Paul’s National Youth Development programme since 2013 and have given a financial donation to SVP for the last number of years. Not only that, Electric Ireland staff support the annual SVP Christmas appeal. Finally, for those homes that may experience fuel poverty Electric Ireland’s innovative ‘Energy Saving Scheme’ has made €1.2 million euros available in 2020 to ensure those customers are supported as well.

Electric Ireland has also worked to help their 1.3 million customers since the beginning of the challenges caused by the unprecedented impact of COVID-19. They continue to work hard to ensure that customer’s energy is one less worry at this time.

Customers in difficulty

We know that many of our customers may experience financial difficulties and uncertainty at this time. If you, or someone you know, is concerned about paying a bill, we ask that you contact us at an early stage and we will work together to reach a solution or call us at please call us at 1850 50 40 21.

Pay As You Go Customers

We are offering medically vulnerable customers, who are on a Pay As You Go plan, the option to change to a credit system, to help ensure their energy supply remains unaffected. For PAYG electricity customers, there are many ways to purchase credit and they are largely unaffected by the current crisis. However, if you are a PAYG Electricity or a PAYG Gas customer having difficulties, please contact us and we will do our best to provide you with practical support.

Meter Reading

ESB Networks will read meters located both indoors and outdoors under Level 1 and level 2 restrictions. However, ESB Networks will only read meters located outdoors under level 3 to level 5 restrictions. During this time, we will estimate customers' usage. Alternatively, customers can submit their meter reading by phone or through Your Online Account to ensure accuracy.


Energy-Saving Tips 

Given consumers are spending more time at home we advise customers of our educational resource, our Brighter Together hub available at www.electricireland.ie, where we provide practical tips on how to be more energy efficient at home.

*except where a business is currently trading and failing to address aged debt

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