The Electricity Association of Ireland is reminding Irish consumers of the Energy Engage Code which aims to ensure that domestic energy customers will stay connected to their energy supply, if they are engaging with their supplier to manage arrears.
The Energy Engage Code is a voluntary commitment that sets out how suppliers will help and support customers to manage their energy bills (electricity and gas ). It is a coordinated industry-led approach and aims to encourage customers to communicate with their supplier, who will tell them about the supports available. The key principle underpinning the code is a firm commitment by suppliers that they will never disconnect an engaging customer.
The suppliers signed up to this code are Bord Gáis Energy, Electric Ireland, Energia, Flogas, Pinergy, Prepay Power, SSE Airtricity and Yuno Energy.
Under the Energy Engage Code, suppliers make the following key promises to customers:
• To help, no matter what your circumstances, as long as you actively engage with us.
• To take the time to explain all the options available to help you manage your energy costs.
• If you’re not in arrears but are concerned about your bills, we promise we will offer you:
· guidance and support on how to manage your bills;
· information on energy efficiency measures.
• If you’re in arrears, we promise we will find a solution for debt that works for you and us.
• To give you information about other agencies who can also support you, and ways to contact them.
• If you engage with us actively and genuinely, we promise we will not disconnect you.
In addition to this commitment, suppliers have integrated these enhanced measures into all debt management processes including improved communications with customers and support agencies and a range of debt management and repayment options.
“Occasionally, and entirely understandably, some customers of electricity and gas can find it challenging to pay their bills," said Dara Lynott, chief executive of the Electricity Association of Ireland (EAI ), the representative body for electricity generators, suppliers and network operators in Ireland. "Energy suppliers want to support their customers, especially those with overdue payments, by offering suitable assistance to help them manage their energy usage and expenses.
"These actions have contributed to a notable decrease in the number of electricity and gas disconnections. The Energy Engage Code acknowledges the need for increased support for customers who are worried about settling their bills. It is a unified, industry-led initiative aimed at helping customers with overdue payments and those at risk of disconnection.
“Through the Energy Engage Code, Irish energy suppliers are reiterating their steadfast commitment to work with their customers to minimise the occurrences of arrears and disconnections as much as possible. Central to this initiative is the suppliers' unwavering pledge not to disconnect any customer who is actively engaging with them."
The Energy Engage Code can be downloaded from www.eaireland.com
