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Code of Practice for Consumers in Vulnerable Circumstances

Document Cited in Related
Published date25 November 2024
Year2024
Energy SectorElectricity retail
Code of Practice for Consumers in Vulnerable
Circumstances
1. Objective of the Code of Practice
1.1 The objective of this Code of Practice (CoP) is to ensure positive outcomes
for all domestic consumers in Northern Ireland by putting in place best-
practice protections and supports for any domestic consumer in vulnerable
circumstances to ensure they achieve fair outcomes.
1.2 This CoP covers domestic premises for electricity, gas and water. It includes
ten high level principles applicable to all utility Licensees, which are
underpinned by detailed required measures (some of which are industry
specific).
1.3 Compliance with this CoP is a mandatory licence requirement on all
electricity and gas suppliers, distribution network operators (DNOs) and
Northern Ireland Water. Any breach of the CoP will be considered a breach
of licence.
1.4 The obligations in this CoP will apply to each Licensee and any
representatives of the Licensee. For clarity, where a licensed company
contracts with a third party for the provision of any services, the licensed
company must ensure that the third party complies with all components of
this CoP. Any breaches of this CoP or the industry procedures by a third
party will be deemed to be a breach by the licensed company.
1.5 Nothing in this CoP is intended to, or should be deemed to, constitute an
exemption from existing regulatory requirements and/or obligations under
other industry agreements.
1.6 Nothing in this CoP is intended to, or should be deemed to, constitute an
exemption from each Licensee’s legal obligation to comply with any and all
relevant legislation, statute, statutory instrument, regulation or order (or any
provision thereof) or any subordinate legislation. Licensees are responsible
for ensuring that the industry procedures they develop are compliant with all
relevant legislation.
1.7 Where we refer to customer care registers or customer care register holders,
this will apply to the existing customer care registers and customer care
register holders (at time of publication this includes all suppliers, the
electricity DNO and the water DNO). When the changes to the customer
care register structure are implemented, the measures will apply to the

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