The UR has published guidance to the Codes of Practice Minimum Standards for those considering entering the electricity or gas supply markets in Northern Ireland. The purpose of the guidance is to assist potential new suppliers in Northern Ireland in understanding their Codes of Practice responsibilities.
This paper provides guidance for new market entrants on the minimum standards in relation to the following Energy Supplier Codes of Practice:
- Code of Practice minimum standards on Payment of Bills
- Code of Practice minimum standards on Provision of Services for persons who are of Pensionable Age or Disabled or Chronically Sick
- Code of Practice minimum standards on Complaints Handling Procedure; and
- Code of Practice minimum standards on Services for Prepayment Meter Customers
These minimum standards relate to Codes of Practice that ensure customers, and in particular vulnerable customers, are protected in their relationship and dealings with electricity and natural gas suppliers on these four areas.
Minimum standards on the Code of Practice for the Efficient Use of Gas/Electricity have not yet been developed. The UR will inform suppliers when such minimum standards are produced. In the meantime suppliers must ensure that they have a Code of Practice on the efficient use of gas/electricity which complies with the conditions of their licence. In addition, all suppliers must adhere to the Marketing Code of Practice requirements under their licence conditions.
As of the date of publication of this paper, February 2017, the references made to Licence Conditions are accurate. Should the Authority, at some future date, make changes to the Licences which results in a change to the numbering etc of Licence Conditions; please be mindful that this paper may not be updated to reflect these potential future changes.
The Codes of Practice minimum standards have already delivered a positive impact for consumers in Northern Ireland. By providing this guidance note which details the minimum standards expected of all energy suppliers, the Utility Regulator hopes to inform prospective new energy suppliers of the necessary minimum Codes of Practice requirements.
Copies of the document will be made available in a range of accessible formats on request.