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Paying Your Bill

We carry out reviews of your usage every four months because we know it can change. After reviewing your usage, we may need to change your monthly payment amount to keep it in line with energy consumption. 

Your monthly Level Pay amount can go up or down for many reasons, including:

  • An increase or decrease in energy usage, for example if you have had energy saving measures fitted (decreased payment) or you have added an extension to your home (increased payment).
  • You may have missed a previous Level Pay monthly payment (so we would increase your payments).
  • Our prices or other charges on your bill (such as network costs) have increased or decreased.

Following the review, you will be notified by SMS if your monthly payments are due to change. If you are not happy with your Level Pay amount you can cancel the Level Pay and pay for your bills every two months as they come in.

If you would like to sign up for Level Pay, all you need to do is log into your online portal or call us on 01-829-8989 as we will need to agree the monthly payment amount. You can choose the date for your monthly direct debit and will receive a bill as normal every two months.

We know it can be difficult to budget for your energy bills, especially as your usage changes with the seasons. That’s why we have created a monthly payment method which lets you spread the cost of your annual energy bills over 12 monthly instalments. 

To do this, we will take the gas and electricity usage of your home over the last 12 months and apply our current prices to calculate your annual bill for each supply. Then we simply divide by 12 to create a monthly payment amount for each one. If you don’t have energy usage from the last 12 months, we can estimate the monthly payments for you. Submitting regular meter readings will improve the accuracy of this process.

If you would like to sign up for Level Pay, all you need to do is log into your online portal or call us on 01-829-8989 as we will need to agree the monthly payment amount. You can choose the date for your monthly direct debit and will receive a bill as normal every two months. Any credit built up will be carried forward once the contract is renewed. Balance on accounts will need to be paid in full at the end of the contract if you decide to switch supplier.

If you are having any issues paying your bill, contact us as soon as possible on 01-829-8989 and a member of our team will discuss all available payment options. Panda is a signatory of the Energy Engage Code (https://www.eaireland.com/education-and-outreach/energy-engage-code/). This is a voluntary code where all Irish energy suppliers have pledged to ensure that they will take a number of actions to ensure that customers in arrears and/or at risk of disconnection, remain connected to their energy supply. Panda commits to:

• Never disconnect an engaging customer

• Provide every opportunity to customers to avoid disconnection

• Identify any of our customers at risk of disconnection and encourage them to talk to us as early as possible

• Treat our customers as individuals, recognising that no two customers face the same circumstances

• Offer a range of payment options to find the most appropriate payment option for a customer in arrears as well as arranging realistic payment plans

• Always offer a customer in arrears Pay As You Go (PAYG) as an alternative to disconnection, where a network solution is available

• Work with customer representatives and support agencies working on behalf of our customers, such as the Money Advice and Budgeting Service (MABS)

You can make additional payments at any time in your billing cycle through your online customer login or over the phone by calling 01-829-8989.

We are trying to reduce the amount of payment cards we issue at this time. Payment cards will only be made available to those who are opting to pay at the Post Office as opposed to direct debit. If you are a direct debit customer you can still make payments off your account through our online portal or over the phone with a debit card.

If your account is in credit when your invoice is issued it will appear as your ‘balance brought forward’ and will be deducted from your total amount due. If you are a direct debit customer and your account is in credit, no direct debit payment will be taken until your account returns to a debit balance.

You have 14 days from the date of invoice to pay your bill. If you are a direct debit customer your payment will be taken within two weeks of invoice issue. Please be aware that if you have paid over the phone or online this payment may not be reflected in time to reduce your total direct debit payment for that period.

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