What can I do if I'm having problems paying my bill?
Contact us, we’re here to help
If you’re having difficulty paying the outstanding balance on your account, please contact our Customer Service team without delay on 1850 81 22 20 so we can arrange a payment plan that suits you. We are open Monday to Friday from 8am to 8pm. These calls will be charged at Lo Call rates from any landline in the Republic of Ireland, calls made from mobile phones will cost more.
You may also find it useful to talk to the Money, Advice and Budgeting Service (MABS) about your personal finances.
If you pay by direct debit
If you know you won’t be able to cover your direct debit payment, call us at least 5 working days before the due date on your bill to discuss your options. If your direct debit is returned unpaid, you will incur a charge from SSE Airtricity and your bank may also charge you a fee.
If your direct debit is returned unpaid three times, you will have to:
- Pay a security deposit of €300
- Switch your payment method to non-direct debit, losing any direct debit discounts.
Applying for a pre-paid electricity or gas meter
We are trialling a small number of pre-paid electricity meters from ESB Networks and pre-paid gas meters from Gas Networks Ireland.
As we only have a small number available initially, we will only be offering a prepayment meter to existing customers who are in arrears to avoid disconnection (and subject to certain other criteria). If you feel that you might qualify you can contact our Customer Service team on 1850 81 81 10 and they will check to see if you are eligible. We are open Monday to Friday from 8am to 8pm. These calls will be charged at Lo Call rates from any landline in the Republic of Ireland, calls made from mobile phones will cost more.
Things you can do
There are a few things you can do to help you with your bills:
Sign up for eBilling:
Opt to receive your bills online and not by post and we’ll give you a discount, bringing the cost of your future bills down.
Sign up for direct debit:
Switching to direct debit as your payment method also entitles you to a discount.
Spread the cost of your bill:
You can spread the cost of your bill by making regular top-up payments during your billing period. These payments can be made at any time using any of our payment options (even if you’re on direct debit).
When we issue your bill, any payments you’ve made up to 5 days before the end of your billing period will be deducted from your bill amount – so you’ll only have to pay what’s left.
If you’re on direct debit, any payments made up to 5 days before the payment due date on your bill will be deducted from your direct debit amount.
What happens next
Agreeing a payment plan
If you’re having trouble paying your bills and you’ve built up significant arrears we’ll work out a payment plan with you so you can pay off your balance in instalments.
If there’s a problem with your bill
If your bill is higher than normal, it usually means one of the following:
- It may have been calculated on an estimated reading
- You could have come off introductory rates
- Your rates may have gone up if you changed from direct debit or cancelled eBilling
- Your usage could have changed
If your bill was estimated, you should check your meter and submit a reading. Having done this, if you still feel your bill is inaccurate, please let us know at least 5 days before the payment due date and we won’t charge you until your query is resolved.
You don’t have to submit meter readings – but your bills will be more accurate if you do.