Initiative Aims to Safeguard Energy Access for Customers Managing Arrears
The Electricity Association of Ireland is reiterating the significance of the Energy Engage Code to Irish energy consumers. This voluntary commitment ensures continuous energy supply for domestic customers actively engaging with suppliers to address arrears.
Industry-Led Commitment to Support Customers
The Energy Engage Code, embraced by leading suppliers including Bord Gáis Energy, Electric Ireland, Energia, Flogas, Pinergy, Prepay Power, SSE Airtricity, and Yuno Energy, emphasizes industry-led cooperation. The code outlines essential promises made by suppliers to foster transparent communication and support for customers navigating energy bill challenges.
Key Commitments Under the Energy Engage Code
- Support Regardless of Circumstances: Suppliers commit to assisting actively engaging customers, regardless of their circumstances.
- Transparent Explanation of Options: Suppliers pledge to explain all available options for managing energy costs thoroughly.
- Guidance and Support for Non-Arrears Customers: Customers not in arrears receive guidance on bill management and information on energy efficiency measures.
- Tailored Solutions for Arrears: Suppliers promise to find suitable debt solutions for customers in arrears, ensuring mutual benefit.
- Information on Support Agencies: Suppliers provide information on external agencies offering additional support and guidance on how to contact them.
- Non-Disconnect Assurance: Active and genuine engagement with customers guarantees non-disconnection.
Enhanced Debt Management Measures
In addition to these commitments, suppliers have integrated enhanced measures into debt management processes. Improved communications with customers and support agencies, along with various debt management and repayment options, aim to minimize disconnections and support those facing challenges in settling their bills.
Dara Lynott, CEO of the Electricity Association of Ireland, emphasized the industry’s commitment to supporting customers through the Energy Engage Code. The initiative plays a pivotal role in reducing disconnections and providing increased assistance to customers managing overdue payments. Suppliers affirm their commitment to work collaboratively with customers to address arrears and prevent disconnections, emphasizing that active engagement safeguards consumers from energy disruptions.
Source：advertiser.ie
