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Codes of Practice

Code of Practice

Our Codes of Practice provide detail on the many different services we provide our customers.
They have been developed in consultation with the Northern Ireland Authority for Utility Regulation and the Consumer Council for Northern Ireland.
These codes of practice are here to make sure our product and services meet the needs of our customers.

Code of Practice on the Efficient Use of Electricity

We aim to offer you the best advice available to help you maximise energy efficiency and to reduce your energy usage.

You can find out more by downloading our Code of Practice or by contacting us on 0345 601 9093.

Code of Practice on Complaints Handling Procedure 

If you are unhappy with any aspect of our customer service we promise to deal with your complaint efficiently and effectively and within agreed timescales.

You can find out more by downloading our Code of Practice or by contacting us on 0345 601 9093. 

Our 2017 complaint figures.

Code of Practice on the Provision of Services for persons who are of Pensionable Age, Disabled or Chronically Sick

We promise to make using electricity as easy as we can, particularly if you are elderly or have a disability and we promise to ensure that the services we provide reflect your individual needs.

You can find out more by downloading our Code of Practice or by contacting us on 0345 601 9093.

Code of Practice on Payment of Bills

We will help to work out a payment arrangement if you need it.

You can find out more by downloading our Code of Practice or by contacting us on 0345 601 9093.

Code of Practice on Services for Prepayment Meter Customers

Let Pay As You Go give you flexibility and control over your electricity bill.

You can find out more by downloading our Code of Practice or by contacting us on 0345 601 9093.

Keypad Meter User Guide