Customer Service > FAQs

• Q: What are ESB Independent Energy’s opening hours?

  A: Monday – Friday
  8.30am – 5.00pm

• Q: What happens after I sign my contract?

  A: For Republic of Ireland customers, when you sign our customer contract and direct debit instruction we send your registration details to the MRSO. ESB Networks will then contact you within a couple of days to confirm that ESBIE are your registered supplier.
  
  For Northern Ireland Customers, when you sign your customer contract and direct debit instruction we send your registration details to NIE.  NIE will then carry out the necessary meter works and confirm when this is completed.  As soon as the meter works have been carried out ESBIE will receive readings from the meter and we can start to bill you as our customer.

• Q: How do I get a copy bill?

  A: You can request a copy bill by emailing info@esbie.ie or by contacting our Customer Service Team on (NI) 0800 056 9914 or (ROI) 1800 200 513

  Copy bills are also available on our website. If you are interested in registering for EBIS Extra please contact our customer service team by emailing info@esbie.ie

• Q: How do I request a statement of accounts?

  A: You can request a statement of accounts by emailing info@esbie.ie or by contacting our Customer Service Team on ROI 1800 200 513 NI 0800 056 9914

• Q: How do I pay my bill?

  A: Direct Debit
  Direct Debit is the simplest way to pay your bill.  To set up direct debit payments please complete a direct debit mandate form (ROI / NI ) and send to ESB Independent Energy, Woodford Business Park, Dublin 17 or contact a member of our Customer Care Team on (NI) 0800 056 9914 or (ROI) 1800 200 513.
  
  Cheque Payment
  To make a cheque payment send your cheque made payable to ESB Independent Energy together with the bottom part of your bill to:
  
  Post : ESB Independent Energy, Woodford Business Park, Santry, Dublin 17
  
  
  By Electronic Transfer
  To pay your account by electronic transfer please instruct your bank to make payment to the following account:

  Republic of Ireland Customers: ESB Independent Energy Ltd National Irish Bank 3rd Floor International House 3 Harbourmaster Place IFSC Dublin 1	Northern Ireland: ESB Independent Energy (NI) Ltd Danske Bank A/S London Branch 75 King William Steet London EC4N 7DT
  Account Number 20008818 Sort Code 951823	Account Number 22010034 Sort Code 301281

• Q: Who do I call if I have a query with my bill?

  A: Our free phone customer care helpline can be contacted for all your billing queries

  ROI – 1800 200 513
  NI – 0800 056 9914

• Q: How do I sign up for EBIS Extra?

  A: You can sign up for EBIS Extra by completing the EBIS registration form on our website. Useful forms can be found in the Customer Service Centre section of our website.
  
  Alternatively, you can contact any member of our Customer Service Team on
  ROI - 1800 200 513
  NI - 0800 056 9914
  

• Q: What are the advantages of using of EBIS Extra?

  A: EBIS Extra is a free on-line management information system that provides you with easy access to manage valuable information on your interval electricity consumption. EBIS Extra brings a range of enhancements over the previous version. Using the latest technology, it allows you to view and download your billing and profile meter data, an enhancement that will benefit most customers.

• Q: I am moving premises, what do I need to do?

  A: When you are leaving a premise or if you have just moved into a new premises which is supplied by ESB Independent Energy you will need to complete a Change of Legal Entity Form and email us at info@esbie.ie.  Alternatively, simply call us on (NI) 0800 056 9914 or (ROI) 1800 200 513 and we will assist you in making your move as quick and easy as possible.
  
  Please note, you will remain liable for all usage at the premises until you contact us to advise of your move.
  

• Q: In the case of Loss of Supply who do I need to contact?

  A: Emergency loss of Supply – NI 0845 764 3643
  Emergency loss of Supply – ROI 1850 372 999

• Q:The Commission for Energy Regulation (CER) recently announced various changes in respect of regulated charges such as Use of System, levies and other "pass through" costs for the period 1st January 2009 to 30th September 2009. How will this affect me? (Republic of Ireland Customers Only)

  A: The effect of these CER decisions is to introduce some cost adjustments to your present electricity contract which will be reflected in your electricity charges from 1st January 2009 to 30th September 2009. The cost adjustments relate to the difference between the current regulated charges and those recently approved by the CER and will be treated as “pass through” charges.
  The adjusted schedule of rates effective from 1st January 2009 is further adjusted to include the impact of the €300 million Customer Credit from ESB and the additional €15.4 million (balance of the over recovery by ESB Power Generation during 2007) confirmed by the CER on 31st October 2008. This credit will be distributed by Eirgrid to customers over 9 months (1st January 2009 to 30th September 2009) at a rate of approximately 1.50 c/kWh at the bulk supply point (ref: CER08/215).
  In addition, the sale of some ESB power stations under the CER-ESB Asset Strategy Agreement has given rise to a further credit announced by CER on 1st December 2008 ( Ref: CER/08/246). As these generation stations received support through the PSO mechanism, following their sale a PSO rebate will be given to customers in 2009. This PSO rebate will be displayed on your invoices with electricity consumption from 1st January 2009 to 30th September 2009 and will be rebated per month end.
  
  If you any further queries on this please contact our Customer Service Team at
  1800 200 513 or by email at info@esbie.ie

• Q: What are the Reasons behind the changes in pass through
  (Northern Ireland Only)

  A: Click here for answer

• Q: What is Carbon Reduction Committment Energy Efficiency Scheme (CRC)? (Northern Ireland Only)

  A: Click here for answer

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