Know Your Rights : The Energy Engage Code
What is the ‘Energy Engage’ Code?Answer
The ‘Energy Engage Code’ is a new code of practice which aims to protect energy customers who are in financial difficulty, particularly those in arrears on their bills. It applies to five energy suppliers with effect from 1 June 2014 – these are Bord Gáis Energy, Electric Ireland, Energia, Flogas Natural Gas and SSE Airtricity.
Under the Energy Engage Code, suppliers guarantee that no customer engaging with them will be cut off. The energy suppliers will seek to identify vulnerable customers at an earlier stage. They commit to treating each customer individually and offering realistic and achievable payment plans to customers in difficulty. The Energy Engage Code will be independently audited to ensure that the participating energy suppliers are complying with it.
“At risk” customers must be referred to MABS, The St Vincent de Paul Society or a representative of the Department of Social Protection (formerly called the Community Welfare Officer). A supplier can consider applying for a disconnection only if these measures fail, and only after at least four separate attempts to contact the customer have been made.