Customer charter & codes of practice
SSE Airtricity will send you a bill every two months unless alternative arrangements have been agreed with you. If you’re a pay as you go customer, you’ll receive an annual statement. Customers with an outstanding balance will also receive a statement three times a year.
We’ll send a paper or electronic bill, depending which you chose on sign up. You can switch billing methods at any time by contacting our customer service team on 0818 81 22 20. It is free to change billing methods but your rate will change depending on the billing method you choose.
Your bills will show whether we’re billing you for gas or electricity and if the bills are based on an actual read, an estimate or a read you sent us. On your bill (A) = Actual Meter Read, (E) = Estimated Meter Read and (C) = Customer Meter Read.
We’ll bill you for your energy usage at the appropriate price. Your energy will be charged at separate unit rates or if there is a price change during your billing period, at pre and post unit/charge rates. We’ll let you know in advance of any price change and publish the new prices clearly on our website. Your bill will also show the period the bill relates to, the date of issue, the date your payment is due and any outstanding balances. Your bill will show if there is any credit on the account and advise how you can avail of a refund. If your credit is on a final bill and we’ve active direct debit details, we’ll refund this no later than 2 months after we issue the final bill, unless advised otherwise. If we don’t have active direct debit details, we’ll write to you to advise of your refund options.
Every effort will be made to bill you on time., if your bill is unexpectedly delayed by more than 30 days - we’ll attempt to contact you to let you know the reason for the delay as soon as we can.
Payments will be allocated against the oldest balance on your account regardless of single fuel or dual fuel unless otherwise instructed by you.
SSE Airtricity Budget Plan is a free service which allows you to spread your energy costs for the year across 12 monthly payments.
SSE Airtricity Budget Plan gives you:
SSE Airtricity Budget Plan is available to customers who:
We ask non-direct debit customers to pay a security deposit. This is because you’re billed for energy you’ve already used.
All customers not paying by direct debit are required to pay a security deposit of €300. This will be refunded in full if you switch to direct debit. Security deposits will be refunded after 12 months of good payment history.
If the deposit is not returned after 12 months this is due to the payment history. To improve this, you’ll need to pay all bills on time. The deposit will then be returned after 12 months of good payment.
We may be able to offer you a pay as you go meter which lets you pay off your existing balance at a rate which we’ll agree with you. You may be entitled to government benefits – we’ll refer you to people who can give you further information on this.
We offer a variety of payment options to meet your needs:
If you’re moving house or closing your account, we’ll send you your final bill within 6 weeks from the date that you close your account. Call us on 0818 81 22 20 or email movinghouse@sseairtricity.com on your last day with your final meter reading to ensure your bill is as accurate as possible. It is the responsibility of the account holder to provide us with a meter reading on their day of departure. If the account holder is a tenant and does not provide a meter reading it is the responsibility of the landlord to provide a closing read. If you’re moving over the weekend you can call us the following Monday. If no actual reading is provided we’ll estimate the final bill. Don’t forget to tell us when you’ve moved out as you’ll be responsible for all charges at your old address until we’ve been notified.
If you change supplier, we’ll issue your final bill within 6 weeks from the date that you switch. We’ll close your account from the date the final bill is issued, provided the balance is cleared. We’ll close your account using the same reads that your new provider will start billing you from and the same date that you switch to your new provider.
Monday to Friday: 8am - 6:30pm