The Electricity Association of Ireland is reminding consumers of the Energy Engage Code which aims to ensure that domestic energy customers will stay connected to their energy supply - if they are engaging with their supplier to manage arrears.
Eight companies have signed up to the code - Bord Gáis Energy, Electric Ireland, Energia, Flogas, Pinergy, Prepay Power, SSE Airtricity and Yuno Energy.
The voluntary code outlines how suppliers will help and support customers to manage their electricity and gas bills.
By signing the code, companies commit to never disconnecting an engaging customer.
"Occasionally and entirely understandably, some customers of electricity and gas can find it challenging to pay their bills," said Dara Lynott, Chief Executive of the Electricity Association of Ireland.
"Energy suppliers want to support their customers, especially those with overdue payments, by offering suitable assistance to help them manage their energy usage and expenses.
"These actions have contributed to a notable decrease in the number of electricity and gas disconnections," he added.
Under the Energy Engage Code, suppliers make the following five key promises to customers:
1. To help, no matter what your circumstances, as long as you actively engage with us.
2. To take the time to explain all the options available to help you manage your energy costs.
3. If you're not in arrears but are concerned about your bills, we promise we will offer you:
- guidance and support on how to manage your bills
- information on energy efficiency measures.
If you’re in arrears, we promise we will find a solution for debt that works for you and us.
4. To give you information about other agencies who can also support you, and ways to contact them.
5. If you engage with us actively and genuinely, we promise we will not disconnect you.
In addition to this commitment, suppliers have integrated these enhanced measures into all debt management processes including improved communications with customers and support agencies and a range of debt management and repayment option.
