Energy suppliers: Engage with us and we won’t cut you off

Energy suppliers have launched a new voluntary code to help struggling consumers stay on top of their bills.

The Energy Engage Code will come into effect from June and will set out measures that suppliers will take to encourage customers in arrears, and at risk of disconnection, to engage with them to ensure they remain connected to their energy supplies.

Under the code, suppliers will guarantee that no customer engaging with them will be cut off.

They will also seek to identify vulnerable customers at an earlier stage and will treat each customer individually, with realistic and achievable payment plans offered to any customer who is in difficulty.

The new code will be independently audited to ensure that all energy suppliers are complying.

It follows months of discussions by a task force created by Pat Rabbitte, the energy minister, to examine what could be done to protect energy consumers in difficulty.

While the task force was doing its work there was a complete moratorium on the disconnections for all domestic customers.

The chief executive of the Electricity Association of Ireland, Owen Wilson, said that the code was a clear commitment from energy suppliers to bring arrears and disconnections “to the lowest level possible”.

He said energy suppliers were already providing customers with support to manage their energy use and cut costs.

“These efforts have already resulted in a significant reduction in electricity and gas disconnections.

“However, as an industry we’ve recognised that further efforts are required to assist customers when they begin to accumulate arrears.”

National vice-president of the St Vincent de Paul (SVP), Tom McSweeney, said the code was a welcome move when so many people were struggling to pay their bills.

“Since 2008 SVP has experienced a 100% increase in calls from people in need seeking our assistance. In that time SVP energy assistance rose a staggering 200% from €3.8m to €11.3m.

“It is therefore crucial that we get to the bottom of this problem,” he said.

Mr Rabbitte said it was “the first step” in helping families struggling with their energy bills.

“If you engage with your supplier your energy supply will not be cut off.”