Best Practice Framework decision - Code of Practice for Consumers in Vulnerable Circumstances - March 2024
| Published date | 27 March 2024 |
| Year | 2024 |
| Energy Sector | Electricity retail |
Best Practice Framework
Decision: Code of Practice for
Consumers in Vulnerable
Circumstances
Utility Regulator Decision Paper
March 2024
About the Utility Regulator
The Utility Regulator is the economic regulator for electricity, gas and water in Northern Ireland.
We are the only multi-sectoral economic regulator in the UK covering both energy and water.
We are an independent non-ministerial government department and our main duty is to promote
and protect the short-and long-term interests of consumers.
Our role is to make sure that the energy and water utility industries in Northern Ireland are
regulated, and developed within ministerial policy, as set out in our statutory duties.
We are governed by a Board of Directors and are accountable to the Northern Ireland Assembly.
We are based at Queens House in Belfast. The Chief Executive and two Executive Directors lead
teams in each of the main functional areas in the organisation: CEO Office; Price Controls,
Networks and Energy Futures; and Markets and Consumer Protection.
i
Abstract
Audience
Consumer impact
The Best Practice Framework (BPF) programme is being delivered as part of UR’s Consumer
Protection Programme to ensure positive outcomes for all domestic consumers in Northern
Ireland. The main delivery mechanism for this programme is a new mandatory Code of
Practice (CoP) for Consumers in Vulnerable Circumstances which will apply to utility
suppliers and Distribution Network Operators in the three regulated sectors in Northern
Ireland. This paper follows a consultation on the proposed CoP for Consumers in Vulnerable
Circumstances, in which respondents provided feedback on the proposed CoP, its
implementation and monitoring, the formation of industry working groups and a proposal on
new industry level customer care registers (with the longer term aim of moving to a single
customer care register for all three utilities). This paper outlines the feedback from the
previous consultation, our responses to the comments received and our subsequent
decisions. The aim of this document is to set out our decisions to implement the new CoP for
Consumers in Vulnerable Circumstances set out in Appendix 1.
This document is most likely to be of interest to regulated companies in the energy and water
industries, consumer organisations and representatives, community and voluntary
organisations, natural gas, electricity and water consumers, government, and other statutory
bodies.
The objective of this new CoP for Consumers in Vulnerable Circumstances is to address the
current gaps in the service provision for utility consumers in vulnerable circumstances within
Northern Ireland and ensure they are identified, adequately protected, and receive an
appropriate level of support from the three regulated sectors. The new CoP will also ensure
that the support and protections offered to Northern Ireland consumers are consistent,
adequately promoted, and reflective of best practice exemplars seen in Great Britain (GB)
and across other jurisdictions and regulated sectors.
To continue reading
Request your trial