Residential Help

Caring for our vulnerable customers

Electric Ireland is committed to providing support to our vulnerable customers who have special requirements where continuity of energy supply is critically important. If you or a member of your household is a vulnerable customer, it is important to let us know and register.

What is a Vulnerable Customer?

  • If you rely on electricity for healthcare needs, are of pensionable age, have a disability or long-term illness you can join our Customer Care Register to get extra support.
  • Customers who have medical equipment in their homes, such as specialised feeding systems, lifting equipment and oxygen concentrators can register by emailing our customer care team.

There are two categories of Vulnerable Customers.

Electric Ireland Priority Services Customers

Electric Ireland Priority Services are suitable for customers who are:

  • Dependent on medical equipment including but not limited to life-protecting devices such as ventilators and home dialysis machines.

We recognise that customers on Priority Services have special requirements for electricity continuity, therefore Electric Ireland will never request a disconnection unless requested by a customer to do so.

Electric Ireland Special Services Customers

Electric Ireland Special Services applies to customers who are:

  • Of advanced age, physical, intellectual or mental health difficulties.
  • Visually impaired and require Braille bills or large printed bills.

Customers registered as Special Services will never be disconnected during the winter months.

How do I register as a Vulnerable Customer?

If you think you are a Priority Services customer or a Special Services customer, you can register with us by completing the Online Registration Form for Customers with Additional Needs or by downloading and filling out the Vulnerable Customers Registration Form (PDF).

When completed, simply return this registration form to us at:

Register for Priority Support / Special Services
Electric Ireland
1st Floor
1 Cromac Quay
The Gasworks
Belfast BT7 2JD
Northern Ireland.

Alternatively, you can call us on 0345 600 5335 to request a registration form to be posted out to you.

How can I add another person as a nominated representative on my account?

Did you know you can nominate a representative to manage your account? Where a customer has registered as a Vulnerable customer but would like to register a third-party representative to act on their behalf, Electric Ireland will facilitate this. You can register a nominated representative by downloading and filling out the Nominated Registration Form (PDF).

When completed, simply return this registration form to us at:

Electric Ireland
1st Floor
1 Cromac Quay
The Gasworks
Belfast BT7 2JD
Northern Ireland.

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