Complaints Process

Here at PrepayPower, you are our number one priority. If, for whatever reason, we have not met your expectations for whatever it may be, we want to hear about it. If you feel we could improve our service, you can let us know through one of the ways below.

Online

Click Here to submit your formal complaint online. Alternatively, click on the "Chat Now" button at the bottom of this page or the bottom right hand corner of the screen. 

Telephone

Phone us on: 0818 323 920

Monday - Friday: 8am - 9pm
Saturday: 9am - 7pm
Sunday: 10am - 6pm

Post

Head Of Customer Service

PrepayPower

2nd Floor Paramount Court

Corrig Road, Sandyford

Dublin 18

D18 R9C7

If you are making a formal complaint, your complaint will enter the company's formal complaints process, which is outlined below:

  1. On receipt of your complaint. Within 2 working days we will make contact with you regarding the details of your complaint. Our aim is to resolve your complaint to your satisfaction on this call.

  2. If your complaint is of a complex nature and cannot be resolved on the first contact. Your complaint will be escalated to our complaints team for review. Our complaints Team will respond to you within 8 working days.

  3. If your complaint has still not been resolved to your satisfaction following step 2. Your complaint will be escalated to our Head of Customer Service. Your complaint will be fully reviewed and a letter setting out our final position in relation to your complaint will be issued to you within a further 5 working days.

  4. If we have been unable to resolve your issue at this point you are entitled to have your complaint independently reviewed by the Commission for Regulation of Utilities (CRU). They may be contacted using these details: The Customer Care team, Commission for Regulation of Utilities, The Grain House, The Exchange, Belgard Square North, Tallaght, Dublin 24. Email: customercare@cru.ie Tel: 1800 404 404.

  5. Our Customer Service team is always available as your first point of contact should you have any questions or concerns about your Prepay Power account. The easiest way to make contact with us is to click on the "Chat Now" button below. Alternatively, you can call us on 0818 323 920 or email us at customer.care@prepaypower.ie. You can also fill in our online webform here.

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