PrepayPower Accessibility Statement

PrepayPower wants our products, services, and all support facilities to be accessible and enjoyable for everyone. We are dedicated to meeting the needs of all our customers including those with disabilities and recognize the importance of accessibility for all of our customers.

In this section, we provide details of our services that are designed to assist in ensuring accessibility including vision, hearing, mobility, or dexterity requirements.

Should you need further information that is not available on our website or further assistance we also set out the various means by which you can contact us.

Website Accessibility

We aim to create a website that is user friendly and provides a great user experience for all of our existing and prospective customers, including users with accessibility requirements.

In order to ensure we achieve the required standards, we are continuously enhancing the level of compliance of our website, aiming to meet level AA of the World Wide Web Consortium (W3C).

We know there isn't a one-size-fits-all approach to making our site accessible. So if you're having problems using this site, please let us know using the details below. We'll try to find a way for you to access our content.

Products and Services

PrepayPower offer a wide range of competitive Utility services suitable for all. Please click on the link www.prepaypower.ie for more information.

Registering Accessibility Requirements

If you have a disability that you would like to make us aware of and have accessibility requirements or requests, we would be happy to discuss how our services are accessible to all via any of the following contact methods:

By Phone: 1800 92 90 22

By Email: PriorityServices@prepaypower.ie

Webchat: by visiting www.prepaypower.ie 

Our dedicated customer experience team is available 

Monday-Friday 9am-7:30pm and Saturday’s 9am-5pm.

Please specify your disability and if you would like us to use a particular way of contacting you (i.e. via phone or email). Please remember to have your phone number and or account number to hand.

Accessible Directory Enquiries

Phone listings are available to all free of charge at www.eirphonebook.ie

If you are unable to use the online or printed phonebook due to an accessibility requirement you can register for the free 196 directory enquires service.

Firstly you must call 1800 574 574 to obtain a registration form. As part of registration, you will need to provide certified confirmation of eligibility to register for the 196 directories enquires service.

Once you are registered you will receive a unique PIN number.

From then on, each time you dial 196 to reach the directory inquiries service, you provide your PIN to the 196 operators to make a directory inquiry.

The call to 196 directory inquiries service is free.

Authorized Representative for Your account

You can also choose to appoint an authorized representative to act on your behalf in relation to your account. This will allow us to discuss aspects of your account and to carry out certain transactions with the nominated representative. If you would like to nominate an authorized representative, please get in touch with our customer experience team.

Accessible Billing

We at PrepayPower are committed to providing you with utility prepayment services to the highest standards. One of the main characteristics of a prepayment service is that you will not be receiving a regular bill from us. Instead, we provide you with annual statements on the anniversary of your sign up with us.

You can Top up online, in our app or in any Payzone outlet nationwide.

Other Options – If you find it difficult to read your standard paper or online Statement, there are other options available. We will make arrangements to deliver your bill to you in an accessible format. Please contact us directly at any time if you need to discuss your billing requirements.

Complaints Handling Procedure

If you wish to make a formal complaint, this can be registered with our Customer experience team whose contact details can be found within our Code of Practice on our website Code of Practice.

Terms and Conditions

To view the related terms and conditions to your services, please click on the following link Terms and Conditions.

Customer Support

Please contact us if you have comments about the accessibility of this website or to request content in an accessible format.

By Phone: 0818 323 920 

By Email: customer.care@prepaypower.ie

Webchat: by visiting www.prepaypower.ie 

Our dedicated customer experience team is available 

Monday-Friday 9am-7:30pm and Saturday’s 9am-5pm.

You can use any of the contact methods above to avail of the following services:

Useful Links

Please see below a list of other organizations that may be of interest:

PrepayPower follows the ComReg guidelines on Electronic Communications Services for People with Disabilities. Click here for ComReg information on accessibility.