General Information & Policies

What is the customer care register, and how do consumers get on this register?

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: What does making a financial commitment to a hardship fund involve – how much will be contributed? Who will look after the hardship fund, and how can consumers get the support?

All domestic suppliers have committed to supporting a third-party hardship fund for consumers in need. Contributions will be made to an external fund or to another charity of the supplier's choosing. The amounts being donated are at the discretion of each supplier. The fund providers decide who is eligible for support and how they can access help. These funds are available to those who are struggling most with their gas and electricity payments. We are confident that these charities will be able to get this support to those most in need.

Q: What does offering to reduce the maximum debt repayment for consumers mean in practical terms?

Consumers who use prepayment meters and are in debt to their suppliers are expected to pay off some of what they owe when topping up their gas or electricity, as part of their debt repayment arrangement. Under the existing Code of Practice on Payment of Bills overseen by the Utility Regulator, a supplier can deduct up to a maximum of 40% from a purchase of electricity or gas to reduce debt. However, by signing up to the Consumer Energy Charter, suppliers have agreed to contact all consumers on the maximum repayment amount to offer to move them to a 20% repayment rate. If you are a consumer who is new to debt repayment plans, repayment rates will not be set above 20% unless requested by you. If you are on a 20% repayment rate, this means at least 80% of any new top up will go towards securing additional supplies of gas or electricity. Suppliers will continue to work with consumers to ensure that any debt arrangements fit their own specific circumstances based on their ability to pay. They will also discuss options available to you.

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.

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Electricity and gas suppliers in Northern Ireland offer a range of free additional services for consumers with special requirements. Each gas and electricity supplier is required to maintain a customer care register of domestic consumers who are of pensionable age, disabled, have a terminal illness, are chronically sick, or who meet the definition of ‘vulnerable,’ as outlined by the Utility Regulator and who wish to be included on the list.

While each supplier has a responsibility to promote awareness of its register, consumers must choose to join it. Learn more about our Customer Care register.

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General Information & Policies

What is the customer care register, and how do consumers get on this register?

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