Covid-19

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Help Centre

All topics

Covid-19

What is the Covid-19 Supply Suspension due to Temporary Closure?

The Covid-19 Supply Suspension due to Temporary Closure is a scheme introduced by the Commission for Regulation of Utilities (CRU) to support SMEs and their suppliers in managing the costs associated with their energy supply if they are non-operational as a result of Covid-19. Under the scheme ESB Networks and Gas Networks Ireland will temporarily suspend some network charges for small and medium businesses eligible for this relief. 

Who can apply for this suspension?

You can apply for the supply suspension scheme if your business;

• Is not an essential provider, as defined by the Government in the context of Covid-19.

• Was trading prior to 13 March 2020;

• Has remained closed for a continuous period from 28 March 2020;

• Will remain closed until the date the relevant Covid-19 restrictions are lifted;

• Energy consumption has been zero since 28 March 2020 and will remain zero until the relevant Covid-19 restrictions are lifted;

• Is a small or medium business in the Republic of Ireland with a valid MPRN or GPRN for one of the following meter types;

o DG5

o DG5B

o DG6

o DG6B

• Non-Daily Metered (NDM I&C – Gas customers)

Only businesses that meet all the criteria listed above will be eligible for the Covid-19 Supply Suspension due to Temporary Closure. 

How Do I Opt Out of Covid-19 Supply Suspension Scheme?

If your business reopens or begins to operate at some capacity before the 31st July 2020 and you no longer qualify for the Supply Suspension Scheme you need to notify us as soon as possible.

To exit the scheme just email us at Covid-19suspensionIRL@sse.com. Please include the following information in the email:

  • Business Name, SSE Airtricity Account Number & MPRN or GPRN number.
  • An up to date meter reading, where applicable.
  • Confirmation that your business is operating at some capacity and the date this has taken effect.

We’ll notify the relevant Network operator that your business has reopened, and they will lift the supply suspension from your account.

What network charges will be suspended under this scheme?

Under this scheme eligible businesses can have the following network charges suspended;

  • Supply Point Capacity (Gas)
  • Exit Capacity (Gas)
  • Daily Allocations are set to zero for the duration of the suspension. (Gas)
  • Network standing charge (Electricity)
  • Capacity Charge (MIC, Electricity)

What network charges will be suspended under this scheme?

Under this scheme eligible businesses can have the following network charges suspended;

  • Supply Point Capacity (Gas)
  • Exit Capacity (Gas)
  • Daily Allocations are set to zero for the duration of the suspension. (Gas)
  • Network standing charge (Electricity)
  • Capacity Charge (MIC, Electricity)

How can I check if my meter type is eligible for this scheme?

You can check if your business has an eligible meter type on your bill, which is available to view through your online account.


  • For electricity customers the meter type in your premises is located the top right-hand corner of your bill, below the MPRN, under the heading "DG". Eligible electricity customers will have 5, 5B, 6 or 6B listed under this heading.


  • For gas customers the meter type in your premises is located the top right-hand corner of your bill, below the GPRN, under the heading "AC Band". Eligible NDM I&C gas customers will have an AC Band of A, B, C, Y or Z listed under this heading.


If you receive your bills by post, we strongly recommend that you register for online access to our self-service portal at sseairtricity.com/account. Here you’ll be able to view your bill and update your details. Get in touch with our Customer Service Team if you need any help with this. 


How can I apply for the Covid-19 Supply Suspension due to Temporary Closure?

To apply for this relief just complete the required information fields in the application form and email your completed form to COVID-19suspensionIRL@sse.com. You’ll receive a confirmation email that your application has been submitted at this stage and after this we won’t have further updates for you.

We’ll pass your application to ESB Networks or Gas Networks Ireland. Your application will then be processed by the relevant network operator and the suspension automatically applied if it is validated as meeting the essential criteria.

We won’t be in touch with updates but please don’t worry. Rest assured that your suspension will be applied as soon as ESB Networks or Gas Networks can process your application.  Network operators may experience a high volume of applications and will not be updating suppliers on progress so we would kindly ask you not to direct queries on this to our agents.

Where can I find the Application Form for the Covid-19 Supply Suspension due to Temporary Closure?

You’ll find a downloadable Application Form here

To apply for this relief just complete the required fields and email your completed form to COVID-19suspensionIRL@sse.com 

What do I do in an emergency?

If you smell gas you should contact Gas Networks Ireland immediately on 1850 20 50 50* (24 hours).

If you have a power cut, you should call ESB Networks 24-hour Emergency line on 1850 372 999*. ESB Networks are responsible for operating and maintaining the electricity network in the Republic of Ireland, no matter which supplier you are with. 

 

When will the suspension be applied and will I be notified?

The suspension will be automatically applied by your network operator as soon as your application has been processed and validated. We won’t be in touch with updates but please don’t worry. Rest assured that your suspension will be applied as soon as ESB Networks or Gas Networks can process your application.  Network operators may experience a high volume of applications and will not be updating suppliers on progress so we would kindly ask you not to direct queries on this to our agents.

Can the supply suspension be backdated?

No, unfortunately network operators will not backdate Supply Suspension due to Temporary Closure. Supply suspensions are effective only from the date on which they are processed by ESB Networks or Gas Networks Ireland.

Is there any reason my application would be rejected by the network operator?

Only businesses that meet all requirements set out by the CRU will be eligible for the Covid-19 Supply Suspension due to Temporary Closure. If your business fails any of these validations, then your application will be automatically rejected by your network operator. To avoid any delays in receiving the relief please ensure your MPRN/ GPRN and all accompanying information are correct and accurate when applying.

We won’t be in touch with updates but please don’t worry. Rest assured that your suspension will be applied as soon as ESB Networks or Gas Networks can process your application.  Network operators may experience a high volume of applications and will not be updating suppliers on progress so we would kindly ask you not to direct queries on this to our agents.

I have access to my meter and have been submitting meter reads through my online account to ensure my bills are accurate. Will actual consumption continue to be recorded while the suspension is in place?

Yes. Actual consumption is recorded as normal (subject to normal validation) where actual reads are submitted. If these reads demonstrate usage you will still be billed for this.

What if I have a small amount of usage recorded, even though I’m not in the premises?

If we receive an actual read which determines usage at the premises during the suspension period, this will be billed as normal, but the suspension won’t be lifted. The network charges will be retrospectively charged on a future bill when the suspension ends. 

How long will the suspension of network charges last?

Applications for the Supply Suspension scheme will remain open until 31 July 2020. The CRU will continue to monitor the situation and may review, adjust or terminate this suspension prior to 31 July 2020 in response to a change in the prevailing circumstances.

The suspension period has been provisionally set to last for a maximum of 90 days from 1 May 2020 by the CRU, who will continue to monitor the situation and may review, adjust or terminate it prior to the 90-day period in response to a change in the prevailing circumstances. The supply suspension will be effective on your account only from the date on which it is processed by ESB Networks or Gas Networks Ireland. For example, if your supply suspension is processed by ESB Networks on 1 June 2020 network charges on your account will be suspended between 1 June 2020 and 31 July 2020. Any charges accumulated outside that date range will be billed as normal.

Will I still get a bill while the suspension is in place?

Yes, we will continue to send bills for your records during the suspension. If your business is non-operational and there is no actual consumption you will be billed as zero for your consumption.

Are there any other charges that I will continue to be billed for during the suspension?

Any non-regulatory levies will be billed as normal during the suspension. Carbon Tax (for gas) is based on consumption so if your usage remains at zero for the duration of the suspension then you will not be billed for this.  The PSO levy (for electricity) will continue to be charged as normal, as this levy is applied on a monthly basis for the majority of electricity customers.

What if my business re-opens before 31 July? Can I cancel the suspension on network charges?

Yes, if your business re-opens before 31 July please notify us and we will submit a request to Networks to lift the suspension on network charges.

If your business reopens prior to the end of the suspension and you don’t notify us, then the network charges incurred during that period will be retrospectively charged on a future bill when the suspension ends.

What information do I need to apply?

ESB Networks and Gas Networks Ireland will only process applications submitted with all the following information;

  • Name and supply address of the business
  • A detailed reason for the application, including;
  • A declaration that your business was operational prior to 13 March 2020
  • A declaration that your business has remained closed for a continuous period from 28 March 2020 and will remain closed until the date the relevant Covid-19 restrictions are lifted;
  • Application type;
  • Electricity only
  • Gas only,
  • Gas and electricity
  • MPRN and/or GPRN
  • A current meter read, where available.
  • A declaration to confirm you have consented to apply for this relief, and, you understand the business remains liable for any charges accumulated during the period the suspension is applied to the account.

Please note, we will only be able to process applications for supply accounts held with SSE Airtricity. If you also hold an electricity or gas account with another supplier, you will need to submit a separate application form for these

Is your Customer Service Team still available to contact?

We continue to provide our full customer service to our customers over the phone and via our online channels. We’re here to answer your questions.

We recommend, where possible, to register your business for your online account through our website, where you can manage your account through our self-serve application. You can log in or register at sseairtricity.com/account

We will continue to provide regular updates here and also via our Facebook and Twitter feeds. 

I received a meter read alert, but I can’t access my meter now. What should I do?

If you can’t send in a meter reading don’t worry. We’ll use the estimates when needed and will update these when we receive your updated meter readings from ESB Networks and/or Gas Networks Ireland. If you receive an estimated bill and it’s not accurate, we’ll amend this on a future bill when we receive your next meter reading.


 

I’m worried about paying my bills. What supports are there to help me?

We’re here to help. If you’re having difficulty with your energy costs you can speak to one of our friendly advisors who will help find a solution that works for you and us. If you’ve concerns about your energy bills please contact your Relationship Manager directly or our Customer Service team on 1850 81 21 44* where we’ll work together to find a resolution.

Can I postpone my utility bill payment?

We’re happy to set up payment arrangements to allow our customers to pay in instalments. Get in touch with a member of our team as soon as you can to discuss options for your business.

What happens if I can’t pay my bills on time, will I lose supply?

No. Rest assured we won’t be disconnecting any electricity or gas customers during this period. We would like to reassure you that any of our customers with concerns about their energy bills can speak to us and we’ll work with them to find a resolution together. Just call us on 1850 81 21 44* or contact your Relationship Manager directly

 

My bill is posted to the business premises, but I am working remotely and can’t access it. How can I view my bill?

We strongly recommend that you register for online access to our self-service portal at sseairtricity.com/account. Here you’ll be able to view your bill and update your details. Get in touch with our Customer Service Team if you need any help with this.

 

I don't have a direct debit set up for my business account. How can I pay my bill?

You can make a card payment online if you register for online access to our self-service portal at sseaitricity.com/account. Alternatively, you can call our Customer Service Team on 1850 81 21 44* to discuss the options available to your business.

 

My question I have isn’t here?

 No problem, check out our full Help Centre. Alternatively you can reach us on webchat or by calling us on 1850 81 21 44*. You can also contact us through social media at Facebook or Twitter

 

*Calls charged at Lo Call rate. Rates from landlines and mobile companies may vary so please check with your operator.

 


Phone
1850 81 21 44^ 

Monday to Friday
9am-5:30pm


^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.