Notice and decision on Electricity and Gas Licence Modification - Customer Service
| Published date | 27 February 2025 |
| Year | 2025 |
| Energy Sector | Electricity retail |
1
Notice and Decision on
Licence Modifications for
Setting Direct Debits,
Return of Customer Credit
and a New Code of Practice
on Customer Service for
Domestic Energy Suppliers
Utility Regulator Decision Paper
27 February 2025
2
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
and two Executive Directors lead teams in each of the key functional areas in the
organisation: CEO Office; Price Controls; Networks and Energy Futures;
Markets; Consumer Protection and Enforcement. The staff team includes
economists, engineers, accountants, utility specialists, legal advisors and
administration professionals.
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