Billing

Information printed on Airtricity bills is legible, in plain language and easy to understand

The Networks emergency telephone number is shown on both sides of the bill at the top of the page along with Airtricity’s Customer Service number.

The MPRN/GPRN number (‘Meter Point Reference Number’/’Gas Point Reference Number’ – a reference number that identifies where your meter is positioned) is also displayed on the bill.

Airtricity offers a choice of payment by direct debit or non direct debit and will continue to review payment options for customers on a regular basis.

Unpaid Bills

Airtricity has a procedure that identifies customers who are falling into arrears, as early as possible, to prevent build-up of debt. If you do fall into arrears with your accounts, Airtricity has a formal escalation procedure in place to address and resolve the situation:

Step 1

Where non-payment is due to a disputed invoice, Airtricity will seek to resolve the complaint. If the dispute concerns an estimated meter reading, then you can provide an actual reading. If the erroneous estimated meter reading was provided by Networks, your meter reading will also be sent to Networks in order to update their system. If the complaint is escalated to the CER, then no further action will be taken to disconnect the energy supply to your premises until a ruling is received. If there is evidence of hardship, or if the arrears are significant, you will be offered a payment plan. Payment plans are monitored to ensure that customers remain in compliance with the agreement. If not, step 2 in the process is commenced.

Step 2

Customers will be sent a letter indicating that the payment plan must be adhered to. If this does not result in payment, a further letter will be sent, giving seven days prior notice that the energy supply will be disconnected.

The notice will also set out the costs associated with the proposed disconnection that will be added to the amount already outstanding on the bill. Customers are also advised that payment cannot be made to the Networks technician who will perform the disconnection. Prior to issuing a disconnection notice, Airtricity will check the Special Needs database and will not disconnect the energysupply to customers who are on this list.

Step 3

Airtricity will request Networks to disconnect the energy supply to the customer’s premises. Networks technicians follow a code of practice that allows customers to speak to Airtricity and arrange a credit card payment just prior to the actual disconnection. If customers agree to make a credit card payment when the Networks technician is on the premises, Airtricity will withdraw the request for disconnection, although customers will still be charged for the costs associated with bringing the technician to the premises.

Standard Timeline for disconnection of energy supply

Day 1: Bill issued to customer from Airtricity
Day 14: Payment to Airtricity due
Day 21: First payment reminder letter from Airtricity
Day 35: Second payment reminder letter from Airtricity
Day 49: Third and final letter from Airtricity notifying the customer of disconnection proceedings
Days 55 to 60: Customer disconnected

** Timelines are dependent on customer credit history/weighting**

Note

If customers request a disconnection in order to carry out work on the premises, Airtricity will organise this with Networks on behalf of the customers and will pass on any charges ESB Networks/Bord Gáis Networks may apply for the temporary disconnection of supply.