Energy

Why is it Important

The policy on the provision of energy supply services to the community is an important part of the Department’s role. The regulation of the sector falls to the independent Commission for Energy Regulation (CER) and a key element of its role is consumer protection; and the provision of services to vulnerable customers.

Commission for Energy Regulation

Current Position

In October 2005, the CER published a consultation paper setting out guidelines for services to vulnerable customers in the gas and electricity markets. The paper also consulted on how information would be collected. Responses to this consultation paper were published on the CER’s website. During its consultation process responses were received from

• Bord Gáis Energy Supply
• Bord Gáis Networks
• ESB Customer Supply
• ESB Networks
• Airtricity
• Money Advice and Budgeting Service (MABS)
• Age Action Ireland
• Members of the Public

The Commission for Energy Regulation (CER) currently occupies central office buildings in The Plaza, Tallaght, Dublin. The CER advises that its premises are compliant with regulatory requirements regarding disability.

The CER plans to move to new premises in the same area in September 2007. The CER further advises that these premises will also be compliant with regulatory requirements.

What are the Key Issues moving forward?

Statutory Instrument (SI) 452 of 2004 for Gas and SI 60 of 2005 for Electricity increased the CER’s responsibility toward consumer protection, including the protection of vulnerable customers. The CER has set out the safeguards that should be put in place for vulnerable customers (including the elderly and people with disabilities).

These safeguards include measures to help vulnerable customers avoid having their supply of gas or electricity disconnected. Suppliers of natural gas to domestic customers are required by Condition 26 of the Natural Gas Supply Licence to develop a code of practice for vulnerable customers. It is anticipated that this will also be included in the review of the Electricity Supply Licence.

Obligations Imposed on CER and the Sector

Application

This decision paper on the provision of services to vulnerable customers applies to
suppliers and network operators serving domestic customers in the gas and electricity markets.

Collection of Vulnerable Customer Data

• Vulnerable customers must register as such through their supplier. 
• Forms will be available through suppliers and network operators but must be returned to the supplier who is responsible for completing the customer’s registration.
• Data collection will comply with relevant Data Protection requirements.

Services for Vulnerable Customers

The provision of services is broken into two different categories.

1. Customers vulnerable to supply interruption

• Electricity suppliers must register customers on life support equipment. These customers cannot be de-energised at the request of a supplier. De-energisation can only occur must for safety reasons or where requested by the customer.
• Suppliers should make provision for customers who may become vulnerable as a result of prolonged disconnection or De-energisation in their Code of Practice on Disconnection or De-energisation.
• If a network operator finds that a customer is vulnerable on arrival at the premises for the purpose of disconnection or De-energisation, the network operator shall have the discretion to withdraw from the premises and notify the supplier.
  
  

2. Customers with special communication requirements

• Suppliers and network operators must develop a standard method of communicating with customers with visual impairments
• Suppliers and network operators must develop a communication method for customers with hearing impairments that would be similar to offering a phone service to customers with regular hearing.
• Network operators are required to develop an emergency reporting mechanism for customers with hearing impairments.
• Network operators are required to develop a method for customers to validate callers to their home. Where a supplier uses agents or representatives to call to domestic premises they will also be required to develop a verification process.

Actions wich CER Plans to Take

• The CER will review the Decision Paper in the near future.
• The CER is now working with industry participants to develop standard application forms and to assist them in implementing their services. In parallel to this process the industry IT systems are being developed to record customer’s information to ensure they can access the services they need.
• The CER is in the process of establishing a dedicated consumer management service. This service will deal with customer queries, information requests and complaints about the services that Gas and Electricity suppliers and network operators offer their customers. The
• CER is committed to consulting with the appropriate bodies when implementing the communication aspects of this service. This service will also include special services required by customers.
• The CER will work with suppliers and network operators individually and through the appropriate industry forums to ensure that enduring services are put in place to protect vulnerable customers. To monitor this, the CER will be requiring suppliers and network operators to produce an annual report covering the type of services they offer, the number(s) of people accessing these services and any complaints they have received in relation to these services.