Business

Power NI celebrates nine years of customer success

Power NI received fewer complaints per 10,000 customers than any other local supplier

UTILITY Power NI has topped a customer service league table of Northern Irish energy suppliers for the ninth year in a row.

The annual report analyses the number of complaints per 10,000 customers with Power NI achieving the lowest level of complaints of the major electricity supply companies being referred to by the Consumer Council.

Its annual Enquiries and Complaints Report shows that Power NI received 0.019 complaints per 10,000 customers. This compared to 2.766 for Electric Ireland, 1.19 for Budget Energy and 0.83 for SSE Airtricity.

Some 11 per cent of total complaints received in 2019/2020 were energy related, coming in third after private parking and air travel and delays.

The total number of electricity complaints received in 2019/20 (470) has decreased by 60 per cent compared to 2018/19 (1,176).

Maureen Delaney, head of customer relations at Power NI, which has customer service teams based in Antrim, Omagh and Belfast, said: “It is a phenomenal achievement to top the league table for nine years.

“The impact of the Covid19 pandemic has led to an increased reliance on electricity and subsequently on our customer service teams. Ensuring that we remain consistent and open for our customers has always been a top priority for us as we continue to navigate through this crisis.

“We value this report from the Consumer Council as it endorses that delivering great customer service is key in our customer interactions.

“It is a testament to the quality of Power NI’s service and phenomenal staff that the complaint levels have stayed low year on year. We welcome customer feedback to ensure our services are the best they can be – hopefully allowing us to top this table next year for a decade!”.

Power NI, which has 380 staff, currently supplies the majority of both the domestic and business markets in the north, with 55.4 per cent and 54.4 per cent respectively.

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