Help and Contact

Do Energia accept cheque payments? Can I get my bill online instead of by post? Can I pay my bill online? Do Energia accept Social Welfare payments? How can I reduce my bills? How is my bill calculated? I am struggling to pay my bill – what can I do? I receive the Department of Social Protection allowance for electricity or gas. Can I still switch? My bill looks complicated – can you help me understand it? When do I have to pay my bill? Will I receive one bill for both electricity and gas? What is a standing charge? March 2021: How does the price change affect my bill?

Can I get cash-back if I switch on the phone with a telesales agent or on my doorstep with a field sales agent? How do I avail of Energia’s cash-back offer? When will I receive my cash-back?

How do you work out my monthly direct debit amount? When will my payments be taken? Will I still be billed every other month? Do I still get charged for all of the energy I use? Will my monthly payments ever change?

What are Unit Rates? What is changing? When is this changing? How will this impact me? Will my discount change? How is this calculated? What if I am a multi-rate customer? Will it cost me more?

What should I do if I smell gas? What should I do if there is a power cut?

How do I turn the gas off and back on? What gas safety precautions should I take? What is Carbon Monoxide? What should I do if I smell gas at home? Where can I find a Registered Gas Installer?

What is the Electricity Account Credit? How do I qualify? Do I need to call my supplier to get this credit? When will I get the credit? How will I know when I have received my credit? Is the credit inclusive of VAT? What if I am in the process of moving energy supplier? If I switch supplier, will I receive the credit twice? What if there is a change in account holder (i.e., if I move out), will I still get the credit? What if my account is in credit? I am signed up to Level Pay, how will this impact my monthly payments? Can the credit be used to re-connect electricity supply? Can the credit be used to pay off debt? I am a Prepay Meter, am I still eligible for the credit? My electricity bill is included in my rent, will I still get the credit? Will people with multiple residences for example holiday homes be eligible? Is this electricity account credit means tested? Who should I contact if I don’t receive the credit?

How do I read my meter? How often is my meter read? How do I submit a meter reading? Where is my meter? Don’t have a meter key? Is there a charge for changing my meter from a prepaid meter to a credit meter? What is a Pre-payment Meter, how can this help me with my account if I am behind in my bills and payments? How do I contact Energia about prepayment meters? How does Electricity Prepayment Work? How does Gas Prepayment Work?

I’m moving house, what do I need to do? Can I transfer my account to my new address? What should I do when I move in? What if my property is vacant?

I’ve registered my online account at Energy Online, but when I log in to the Home page, it says “No Service” beside my electricity or gas account – what does this mean? How do I manage my manage contact preferences online? Can I update my personal details online? How do I change my email address? How do I register for Energy Online? How do I view my bills? How do I view my energy consumption? How many past bills can I view online? I received my bill but it does not match what I submitted through Energy Online, why is it different? I've entered the wrong details and I'm now locked out, what do I do? I've forgotten my password, how can I get a new one? I've forgotten my username, how can I find out what it is? What information is collected about me when I visit the site? Why can I not submit a meter reading online?

Are the Payment & Account Resolutions Team here to help? I am struggling to pay my bill – what should I do? I am struggling to pay my bill – however I don’t want to call Energia to discuss – what should I do? I have received a letter from your Payment & Account Resolutions Team, what does this mean? When should I call the Payment & Account Resolutions Team? Should I ignore a letter, SMS, call or email from the Payment & Accounts Team? Can the Payment & Accounts Resolutions Team disconnect my supply if I don’t pay my electricity or gas bills? What is a Pre-payment Meter, how can this help me with my account if I am behind in my bills and payments?

Important Information on Standing Charges How do I contact Energia RE my prepayment meter? How does Electricity Prepayment Work? How does Gas Prepayment Work? What about the money I owe? What are the advantages of a prepayment meter? What are the eligibility criteria for prepayment meters? What if I am experiencing technical problems? What if I am moving home? What Tariffs are available with the Pay As You Go Meter? What about any outstanding balance I may have? What do I need to do if I have an Electricity prepayment meter and I want a credit meter? What Tariffs are available with a prepayment meter?

What is proration? How does this impact my bill? How will this impact my current contract? Why did I not get the full 12 months of my discount period?

Once fully operational, what data will be recorded on my smart meter? How will the meter send data? What data will be collected electronically from my meter and when? What is a smart meter? What does a smart meter look like? Why are all meters being replaced? Who will carry out the replacement work? When will the replacement programme be completed? When will I get a smart meter? Can I request a smart meter early if I don't have one yet? What benefit will I get from a smart meter? My meter has been changed. What data is recorded and how will it be used? Will my data be safe?

I’ve signed up to Energia with a sales agent/on the phone/online. What happens next? What payment options does Energia Provide? How do I switch to Energia? I receive the Department of Social Protection allowance for electricity or gas. Can I still switch? I signed up but haven’t received anything from Energia – what’s happening?

What is the Carbon Charge? What is the PSO Levy? What is happening? Is this a permanent change? Why is this happening? How will this impact me? How much is the current PSO? I am a Bill Pay customer - When in the month is the PSO applied to my bill? I am a Bill Pay customer - When will I see the PSO payment applied to my bill? I am a Prepayment Meter Customer - How is the PSO applied?

I am blind or visually impaired. How can I receive my bill? I am critically dependent on medical equipment. How can I ensure my supply is not switched off? I am deaf or hearing impaired and phone conversations are difficult. How can I contact you? I am elderly and worried about my power supply being disconnected in winter. What can I do? I have a carer/relative/friend who normally looks after my bills. Can you send my bill to them? What is a vulnerable customer?