
Billing & payment
Top questions
We will look at your previous energy usage and use this to calculate the cost of your bills for the next 12 months. We will suggest a monthly payment amount and set up a monthly direct debit payment arrangement.
If you are a new Energia customer with us and we don't currently hold any information about your historic energy usage, then we will calculate your monthly payment amounts based on some details about your home including the number of rooms and occupants.
Our online payment tool Fast Pay, allows you to make advance payments to your account, which are then credited off your next bill. This is a handy way to build up credit, so you're not hit with the full bill all at once.
Note: Fastpay allows for advance payment only, it can't be used to pay a bill that has already been issued.
The first thing to do is contact us as soon as you start having difficulty paying your bill. The sooner we know there’s a problem, the sooner we can find a solution. We understand that there are times when customers experience genuine financial hardship and we will work with you to find the best arrangement for payment. This may involve the installation of a prepayment meter for debt management.
If requested by you, we will engage with third party agencies or charities to find a solution and we will treat your information in strict confidence.
In accordance with the EAI Energy Engage Code, Energia will never disconnect a customer who engages with us to find a payment solution.
You can chat to our Payments and Resolution team via phone at 0818 642 642 or email us at [email protected].
They are available 9am - 5pm, Monday to Friday.
2. Fast Pay - Allows you to make payments to your account, which are then credited off your next bill.
3. Level Pay - Avoid ‘bill shock’ with a set payment each month, & pick the date most suitable for you.
You can contact our Customer Care team to request these services on 0818 405 405.
We can provide your bill in large print or in Braille. Alternatively we can telephone you and go through your bill over the phone. To avail of any of these services please register your details with us by filling out our Special Services Registration Form and returning it by post to Energia, PO Box 12380, Dublin 2.
Alternatively you can contact our Customer Care team to request these services on 0818 405 405.
If you are a Dual Fuel customer, you will receive two separate bills and each payment will be taken separately.
It will be applied to your bill as a daily rate. The total amount on each bill will depend on how many days are in the billing period. A billing period is normally around 60 days, however this can vary slightly.
We will look at your previous energy usage and use this to calculate the cost of your bills for the next 12 months. We will suggest a monthly payment amount and set up a monthly direct debit payment arrangement.
If you are a new Energia customer with us and we don't currently hold any information about your historic energy usage, then we will calculate your monthly payment amounts based on some details about your home including the number of rooms and occupants.
As a Level Pay customer you will still receive a bill every other month but as you’re already making monthly payments to cover the cost, you don’t need to take any action other than to review your usage or see your overall billing costs for information purposes.
Unless of course you have a query about your bill, and you need to speak to our team, view our online Help & Support centre for advice.
In the first instance speak to our team who will be happy to review your account and check you’re paying the correct monthly amount to cover the cost of your bills over the year.
You can contact us at any time throughout the year and ask to have your monthly payment amount reviewed.
You can chat to our Payments and Resolution team through email at [email protected] or via phone at 0818 642 642.
They are available 9am - 5pm, Monday to Friday.
If you have been with us for a while, then our estimation is likely to have been in line with your previous usage. Your usage may change over time though, so we will still review your payment amount periodically.
If you have recently joined Energia, the Networks will provide us with your usage history after your registration completes and we will be in touch if your payment amount needs to be reviewed. We will always contact you to in advance of making any changes to your direct debit.
Please keep an eye on your bills and contact us if you think you would like the direct debit amount reviewed.
If you're an existing Energia customer, simply contact us with the following information and we will be able to upgrade your account to our Level Pay plan.
Information needed:
- Your address and contact details
- Your Meter Point Reference Number (MPRN) found at the top of you bill
- A recent meter reading
- Your bank details for setting up your monthly direct debit
If your actual energy usage is lower than our estimates and we see that you are overpaying, then we will simply credit your account.
We aim to review your account at least once a year. If your actual energy usage is higher than our estimates, then we will contact you at this time to adjust your monthly payment amount.
Other factors which may impact your Level Pay payment amount include:
- Having accurate up to date meter readings provided within your meter reading window
- Connectivity of your Smart Meter
- Energy price change
Chat to our Payments & Resolution team through phone at 0818 642 642 or email us at [email protected]
They are available 9am - 5pm, Monday to Friday.
Chat to our Payments & Resolution team via phone at 0818 642 642 or email us at [email protected] with a meter reading.
They are available 9am - 5pm, Monday to Friday.
We will check that your bill is accurate and discuss payment options available to you. We always lend a friendly ear and do what we can to make sure we come to a suitable payment resolution to help all our customers. We treat all our customer’s as an individual, and treat every customer differently depending on circumstances.
The balance on your account will be transferred onto your PPM and recovered at 10%. Meaning each time, you have to top up your PPM, 10% will go towards your outstanding balance and 90% towards your electricity or gas usage. Please note if you live in rented accommodation we will require permission from your landlord to install a PPM and the team will carry out a few checks to ensure your current meter is compatible for a PPM.
- When your struggling to pay your bills
- Need a payment arrangement
- Change in circumstances i.e.loss of job etc.
- Change to income
- Illness
- Bereavement
- Need longer payment terms
- Received a large catch up bill
- Received a bill that is not affordable
- Need Energy Advice
- Have a large balance that needs to be spread over a monthly direct debit
In accordance with the EAI Energy Engage Code, Energia will never disconnect a customer who engages with us to find a payment solution.
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