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Codes of practice

Codes 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 (PDF) 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 (PDF) or by contacting us on 0345 601 9093.

Our 2019 Complaints figures (PDF).

For SSE Airtricity Energy Services (NI) Complaints Handling Procedure download our Code of Practice (PDF) or contact us on 0800 7838 641.

Code of Practice on Consumers in Vulnerable Circumstances

The Utility Regulator have created a Code of Practice to ensure positive outcomes for all domestic consumers in Northern Ireland by putting in place best-practice protections and supports for any domestic consumer in vulnerable circumstances to ensure they achieve fair outcomes.

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

For more information on the services and support available for customers in vulnerable circumstances please visit Customer Support

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 (PDF) 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 (PDF) or by contacting us on 0345 601 9093.

Keypad Meter User Guide (PDF).

Useful contacts

You can find a list of additional useful contacts here (PDF).

Phone us
0345 601 9093

Monday to Friday
8am - 6:30pm  

Saturday and Bank Holidays 
10am - 6pm

Message our customer support

Our dedicated team is always ready to assist you and make sure you have the best experience with our company*