Help & Questions - Home Electricity - Special Services
We will not disconnect your supply between 1st November and 31st March if you are on our Special Services Register as an elderly Customer and you:
- Live alone or
- Live with other people, all of whom are of 66 years or older or
- Live with other people, all of whom are less than 16 years of age.
We must, however, ultimately receive payment from you for the electricity that we supply so you must let us know if you are elderly and are experiencing difficulty in paying your bills.
We can help if you are blind or partially sighted. If you have difficulty reading your bill you can let us know and we can offer you a talking bill. The talking bill will make life easier by having a member of staff phone you with details of your latest bill. This gives you the opportunity to ask any questions that you may have. We will still send you your bill in the normal way.
For customers who are blind or are partially sighted, we can send you copies of our Terms and Conditions, Customer Charter and Codes of Practice on CD or audio cassette by request.
If you have a relative, carer or someone to help look after your bills and you would like us to post your bill directly to them, please inform us. We will also send them any correspondence on your behalf or contact them if we need to get in touch with you. You will need to submit to Bord Gáis their written consent accompanied by the name and address of their carer. This information is captured in the Special Services Registration Form that can be downloaded here.
If you have any queries and you have minicom equipment in your home, you can get in touch with us on 1850 22 22 53. Alternatively, you can email us on elecinfo@bordgais.ie or send us a fax message on 1850 22 22 52.
You should tell us straight away if you are having any difficulty in paying your bill. We will deal with each case individually and take your circumstances into account. For example, we may be able to agree a Payment Plan if you are having difficulty in paying your bill. We are committed to helping you keep your electricity supply turned on and will only disconnect the supply if we have no other choice.
Bord Gáis Energy Supply works with the Department of Social and Family Affairs in operating the Natural Gas Allowance and Household Budget Schemes. We will also engage with Community Welfare Officers, Money Advice & Budgeting Services, Society of Vincent de Paul or other recognised charities, who make representation on the Customers behalf, for help in paying their bill if they give us permission.
NB - we will not disconnect your supply between 1st November and 31st March if you are on our Special Services Register as an elderly Customer and you:
- Live alone or
- Live with other people, all of whom are of 66 years or older or
- Live with other people, all of whom are less than 16 years of age.
We must, however, ultimately receive payment from them for the gas that we supply so the Customer must let us know if they are elderly and are experiencing difficulty in paying their bills.
All our representatives who visit your home will carry an identification card with their photograph on it. If you have any doubts about the identity of the person at your door you can call Bord Gáis Energy on 1850 632 632 to check their identity.
You qualify if you are:
- Elderly - 66 years or older and you live alone or with other elderly people or with minors (under 16)
- A person with a mobility, hearing or sight disability.
A priority customer is someone who is dependent on electrical equipment when it is vital for their health. In this case it is important that you register with us.
Bord Gáis Energy maintains a confidential priority support register for residential customers who are reliant on home medical equipment. If you, or someone living in your household, is dependent on electrical equipment that is vital to your or their health, we would like you to register with us. Details of customers who register with us will be sent to ESB Networks for inclusion on the industry register. This will enable ESB Networks to identify those customers who are particularly vulnerable to an electricity supply interruption. If you wish to avail of any of the services listed, please complete and return the attached application form.
You qualify if you use the following medical equipment in your home.
Life support equipment
- Home dialysis
- Oxygen concentrator
- Peg tube feeding pump
- Personal suction machine
- Total parental nutrition machine
- Ventilator
Non-life support equipment
- Electric hoist
- Electric pressure relieving mattress
- Household lift
- Nebuliser
The following services are available to you as a priority customer.
- Disconnection of supply only at your request
Bord Gáis Energy will only request a disconnection of your supply if you request a disconnection. - Notice of a planned interruption to supply
If ESB Networks need to interrupt your electricity supply for safety or maintenance reasons, it is their policy to inform you in advance, by postcard, of the date and likely duration of the planned interruption. If you require further information about the duration of the planned interruption, please call ESB Networks on 1850 372 999. In the event of a planned interruption of your electricity supply, we advise you to make alternative arrangements to maintain your wellbeing. - Help if there is an unplanned interruption of supply
If the electricity supply to your home is disrupted unexpectedly, please call ESB Networks on 1850 372 999 (24 hours a day/365 days a year).
