General Information & Policies

How will an individual assessment of the ability to pay be of benefit to consumers?

Q: Can I discuss contract renewal options in the middle of a contract?

Options available to you will depend on the terms and conditions of your contract, and your supplier can discuss these with you. If you are struggling within a contract, it’s important to let your supplier know so that they can provide you with suitable advice.

Q: Why are the commitments in the charter voluntary?

The aim of the charter is to provide enhanced protections to consumers during the winter (between 1 November 2025 and 31 March 2026). The inclusion of voluntary commitments allows us to review and be responsive to consumer needs each year and to implement these changes quickly. Mandatory commitments would put this flexibility at risk. This is because mandatory measures are implemented via changes to supplier licences and this can only take place after a lengthy consultation process. Within the charter, we also highlight the supports that suppliers provide to consumers all year round to raise awareness of these protections.

Q: What will be done to make sure suppliers honour their commitments?

Since suppliers have made a voluntary commitment to the charter, there is every reason to believe they will act in accordance with it. The Utility Regulator will nevertheless monitor supplier behaviour to ensure they honour the commitments they have made and will remain in touch with them during the charter period. We will also meet with suppliers at the end of this period to discuss the impact of the charter on consumers.

Q: What should consumers do if they need any help or support?

You should contact your supplier directly if you need help or support. All the information that you need should be on your supplier’s website and this might be the quickest way to get the information that you require. If you are worried that you cannot afford to make a payment, get in touch as soon as possible. Your electricity and gas supplier will treat you with empathy and respect and will work with you to create a payment plan which suits you. All suppliers have trained staff who are happy to help. Whether you’re worried about paying your bills, or you are in debt to your energy supplier already, talk to your supplier and they will work with you. Useful information is also available on the Consumer Council for Northern Ireland’s website and Advice NI’s website. If you are unable to access the information you need through your supplier’s website, you should contact your supplier directly via telephone. Contact the Make the Call service to check if you are getting all the benefits, services and supports you’re entitled to. To contact Make the Call: You can phone 0800 232 1271; or Text ADVICE to 079 8440 5248; or visit Make the Call Service | nidirect

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Suppliers are already required to try to identify and communicate with consumers who are at risk of experiencing difficulties with making bill payments.
By maintaining an individual assessment of the ability to pay, suppliers will be better informed when they work with you on measures such as reducing the repayment rate or reviewing the length of the payback period.

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General Information & Policies

How will an individual assessment of the ability to pay be of benefit to consumers?

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