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Complaints

Outlines the complaints handling procedure of Electric Ireland

Electric Ireland aims to deliver a high standard of service to all our customers. We will use your complaint as an opportunity to put things right and to take action to ensure that the problem does not recur. 

Remedies that are available to a person under the complaints handling process include:

  • An apology
  • An explanation
  • The taking of appropriate remedial action by the supplier
  • The award of compensation in appropriate circumstances


Complaints can be made in the following ways:

  • By phoning our Customer Contact Centre on FreePhone: 0800 313 4926
    (8.30am - 7pm Mon - Fri, excluding bank holidays)
  • By email to nicomplaintfacilitator@electricireland.com
  • By letter to our Customer Complaint Facilitator at the address below:
    Electric Ireland, 1st Floor, 1 Cromac Quay, The Gasworks, Belfast, BT7 2JD

All complaints will be taken seriously and investigated in confidence. You are entitled to have any complaint resolved quickly and efficiently, and it is our aim to resolve a complaint within 5 working days. However, if further investigations are required, we will get back to you with a substantive response within 10 working days. If we fail to meet this commitment, you may be entitled to compensation.


Independent Advice:

If you feel that your complaint has still not been satisfactorily resolved, you may refer the matter to the Consumer Council for independent adjudication - see contact details below:

For more information you can view our codes of practice and terms and conditions.