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Guidance Note - Energy Supplier Customer Service Levels

Document Cited in Related
Vincent
Published date07 September 2023
Energy SectorElectricity retail
Energy Supplier Customer
Service Levels:
Contact centres and
suppliers’ processes for
setting of fixed direct
debits and return of credit
Utility Regulator Guidance Note
07 September 2023
About the Utility Regulator
The Utility Regulator is the independent non-ministerial government department responsible
for regulating Northern Ireland’s electricity, gas, water and sewerage industries, to promote
the short and long-term interests of consumers.
We are not a policy-making department of government, but we 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 through financial and annual reporting obligations.
We are based at Queens House in the centre of Belfast. The Chief Executive leads a
management team of directors representing each of the key functional areas in the
organisation: Corporate Affairs, Markets and Networks. The staff team includes economists,
engineers, accountants, utility specialists, legal advisors and administration professionals.

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