Power NI is delighted to continue its support of the Northern Ireland Consumer Energy Charter alongside other key stakeholders, including the Consumer Council NI and local electricity and gas suppliers. This collaborative project, led by the Utility Regulator, was developed in 2022 and has relaunched for a third year with enhanced measures for domestic energy consumers, as well as a new charter for small businesses.
In signing up to the Consumer Energy Charter, the electricity and gas suppliers have committed to:
- Contributing to an external hardship fund for households struggling with their bills.
- Guaranteeing that none of their domestic customers will be moved onto a pre-payment meter during December 2023 or January 2024, unless the customer requests it.
- Completing an updated review of ability to pay for all customers on the maximum debt repayment amount of 40% and offering to move them to a 20% repayment rate.
- Ensuring that debt repayment amounts are not set above 20% for customers who are new to debt repayment plans, unless the customer requests it.
- Ensuring customers on care registers will not be moved onto a pre-payment meter, unless the consumer requests it and have proactively been made aware of the advantages and disadvantages of this choice.
- Checking in with consumers who have been moved on to a pre-payment meter to recover debt one month after installation.
- Continuing to assess ability to pay for all credit customers in debt, and if this identifies any issues, look to reducing repayment rates and/or extending debt repayment timeframes.
- During their interactions with consumers in payment difficulties, provide practical advice to consumers on energy efficiency measures that could help customers reduce their energy bills.
William Steele, Director of Customer Solutions at Power NI said: “At Power NI, we value all our customers, and we remain committed to helping those who are continuing to be impacted by the rise in cost of living. We are delighted to be able to support the Energy Charter again this year alongside other local energy suppliers. As always, we continue to work directly with our customers, the Utility Regulator and the Consumer Council, helping those with additional support needs and those who may be struggling.”
Commenting on the launch, John French, Chief Executive at the Utility Regulator, says, “We are delighted to introduce Northern Ireland’s Consumer Energy Charters for winter 2024/2025.
Consumer protection lies at the very heart of the Utility Regulator’s work. We understand that many domestic consumers across Northern Ireland are still struggling to pay their energy costs, and we know that in the non-domestic sector small businesses are particularly vulnerable to high energy prices.”
“With this in mind, we have introduced a new Small Business Energy Charter for this winter and have implemented our Domestic Consumer Energy Charter for a third year.
“We hope that small businesses will be reassured by these new support measures and would urge any consumer who is struggling to reach out and avail of the support offered by suppliers.”
Karen Smyth, Director of Infrastructure and Sustainability at the Consumer Council for Northern Ireland, adds, “Things are still tough for consumers. Although energy prices are lower than last winter, they are still higher than they were pre-pandemic.
“The Consumer Council is grateful to the local energy suppliers who have voluntarily agreed to offer extra support this winter and would urge any consumer who is struggling to pay their energy bills to reach out to their supplier.
“We will liaise with suppliers to ensure these commitments are delivered and will continue to work closely with the Utility Regulator to enhance consumer protection.”
To find out more about Northern Ireland’s Consumer Energy Charters for winter 2024/25, visit: www.uregni.gov.uk
The commitments from the Consumer Energy Charter will be in place from 1 November 2023 to 31 March 2024. Find out more information on the Energy Charter on the Utility Regulator’s website.
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