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.

• Click on the 'Chat Now' button on this page

• Email: customer.care@prepaypower.ie

• Online: Clicking here to fill in our online form

• Call: 0818 323 920

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

Electricity and Gas Complaints Process

• 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.

• 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.

• 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.

• 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. 

• View our standard complaints policy here.

• 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.

Broadband Complaints Process

• We will contact you to acknowledge your complaint within 2 working days. As part of this contact, we will attempt to resolve your complaint and if unable to resolve, gain a more thorough understanding of the details of the complaint.

• We aim to respond to your complaint and agree a resolution within 10 working days

• If our front-line staff are unable to resolve your complaint due to its complexity, it will be escalated to our first escalation level – our Hypercare Customer Experience Team. We commit to contacting you with a proposed resolution within 8 working days 

• If you are not satisfied with the resolution of the issue at this escalation level, your complaint will be escalated to the second escalation level – Senior Management who will undertake a full analysis of the issue and will contact you with a final proposal for resolution within 5 working days. 

• 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 Communications Regulation (ComReg). One Dockland Central, Guild Street, Dublin D01 E4X0. Email: consumerline@comreg.ie Tel: 01 804 9668.

• View our Broadband complaints policy here.

• Our Customer Care 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.