Customers in vulnerable situations may have difficulties when dealing with their suppliers or network operator. These customers are entitled to additional protection.
There are extra protection measures in place for registered vulnerable customers. These include rules about how suppliers must treat and protect such customers, how suppliers must communicate with vulnerable customers and further protections around disconnection for non-payment of account.
Who can register as a vulnerable customer?
There are extra consumer protection measures in place for registered vulnerable customers. These include rules around how suppliers must treat and protect such customers, how suppliers must communicate with vulnerable customers and further protections around disconnection for non-payment of account. In order to be registered as a vulnerable customer with your energy supplier or network operator, you will need to self-register.
Energy suppliers can register you as a vulnerable customer:
If you are particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual or mental health.
If you are critically dependent on electrically powered equipment. This includes but is not limited to:
- life protecting devices
- technologies to assist and support independent living
- medical equipment
Uisce Éireann can register you as a vulnerable customer:
- If you are critically dependent on water for your medical needs.
- If you need support communicating with, or receiving services from, Uisce Éireann. This can be for reasons such as advanced age, physical, sensory, intellectual or mental health reasons.
If you or any member of your household meets these, you should contact your electricity and gas supplier or Uisce Éireann to register as a vulnerable customer.
Register as a vulnerable customer
It is important to let your energy supplier and/or Uisce Éireann know if you are a vulnerable customer. You can do this by registering with them. This must be free and easy to do.
They are required to keep an updated list of all vulnerable customers to notify them in the event of outages or other supply or service issues.
More information for electricity and gas customers can be found in the CRU Electricity and Gas Suppliers' Handbook pages 43-47
More information for Uisce Éireann customers can be found in the CRU Irish Water Domestic Customer Handbook page 37