Today we are publishing our final decisions on licence modifications that will see the introduction of a new Code of Practice on customer service, new processes for setting fixed direct debits and additional requirements around the return of customer credit for all domestic energy suppliers.
Commenting on the new licence requirements, our Head of Compliance and Enforcement, Barbara Stevenson highlighted:
"Energy customers should be able to avail of the highest standards of customer service in all their dealings with their energy supplier.
"The decisions published are a significant step forward in the customer service journey. Our mandatory Code of Practice and licence requirements will help to address many of the failings we have identified in the market and tackle a range of consumer concerns.
"We will be working closely with our energy suppliers as these new measures are implemented across their systems and processes for domestic consumers. We encourage all suppliers to ensure all customers receive world class customer service, particularly those in vulnerable circumstances."
The licence modification decisions published follow a lengthy consultation process and reflect the decisions detailed in our Code of Practice on Energy Supplier Customer Service Levels and our consultation and notice on the proposed licence modifications published on the 26 November 2024.
The Code of Practice on Customer Service and the new licence conditions will place obligations on domestic gas and electricity suppliers in Northern Ireland to achieve what we consider to be the minimum level of customer service that energy suppliers must provide to their domestic customers.
The responses to the licence modification consultation notice are published alongside this decision.
The licence modifications will come into effect on 24 April 2025.
The relevant Decision Notices are also being published confirming the licence modifications:
- Decision Notice under Article 14(8) of the Electricity (Northern Ireland) Order 1992;
- Decision Notice under Article 14(8) of the Gas (Northern Ireland) Order 1996; and
These licence conditions and modifications apply to all domestic electricity and gas supply licences.
Copies of all documents will be made available in large print, Braille, audio cassette and a variety of relevant minority languages if required.