A survey showed that out of 900 emails and phone calls, 250 customers were contacting the wrong company. Many people are also unsure when to contact the network company and when to contact their electricity supplier.
From today the company, formerly known as just Northern Ireland Electricity or NIE, has added 'Networks' into its name to remind customers that its role in the electricity market is to look after the grid and transport power from where it is made to where it is used.
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NIE Networks is responsible for keeping the 46,000 kilometres of overhead line and underground cable in good working order, fixing them when there is a problem, connecting customers and reading and installing meters.
Sara McClintock, Communications Manager at NIE Networks esaid: "We know that there is nothing more frustrating than being told 'we can't deal with your query, you need to speak to someone else' which is why we are trying to clarify the difference between NIE Networks and electricity suppliers. Electricity suppliers are the companies which bill you for your energy usage.
"If there is a power cut, it's our job at NIE Networks to fix it. We want to make this process as simple as possible for homeowners and businesses and that starts with the first contact online or over the phone."
(CD/LM)
