What Is a Vulnerable Customer?
Vulnerable customers are defined customers who may be put at risk due to interruption of their electricity or gas supply, particularly those relying on electricity to operate life supporting machines. Interruptions can occur due to scheduled maintenance or unexpected outages from extreme weather.
What Is a Priority Customer?
A priority customer is someone critically dependent on electrically powered equipment, including:
- Life protecting devices
- Assistive technologies supporting independent living
- Medical equipment
What Is a Special Services Customer?
A special services customer is someone particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual, or mental health conditions.
Examples include:
- Blind or partially sighted
- Mobility difficulties
- Deaf or hard of hearing
- Speech impaired
- Language difficulty
- Learning difficulty
- Mental health issues
- Dexterity issues
- Aged 66 or over and living alone, with minors, or with other elderly people
If you feel you qualify to register as a vulnerable customer, we highly recommend you contact your energy supplier.
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How Can I Register As a Vulnerable Customer?
Each energy supplier has a code of practice regarding vulnerable customers with different registration methods. Most require contacting customer service to request the form, though some allow direct website downloads.
Once registered, suppliers notify ESB and/or Gas Networks Ireland, who maintain central registers.
| Energy Provider | Code of Practice | Form for Registering |
|---|---|---|
| Bord Gáis Energy | Vulnerable Customer Support | Online registration |
| Electric Ireland | Code of practice for Vulnerable Customers | Online registration form |
| Energia | Code of care for Vulnerable Customers | Registration portal |
| Flogas | Guidance for Vulnerable Customers | Online application form |
| Pinergy | Vulnerable Customer Guide | Application form |
| PrepayPower | Vulnerable Customer Code | Online registration form |
| SSE Airtricity | Vulnerable Customer Policy | Contact customer service |
| Yuno Energy | Vulnerable Customers Support | Online submission form |
| EcoPower | Support for Vulnerable Customers | Online registration form |
| Community Power | Access Our Vulnerable Customers Guide | Application form |
| Waterpower | Code of practice for Vulnerable Customers | Online registration form |
Why Register As a Priority or Vulnerable Customer?
- No Cut Off: Priority customers dependent on life support cannot be cut off unless for safety reasons or customer request.
- Elderly Customers Safe: Elderly customers cannot be disconnected from electricity or gas during colder months (December 1 to March 31).
- Supplier Aid Obligation: Energy suppliers must attempt to aid customers who might become vulnerable from prolonged disconnection.
- Support for Visually Impaired Customers: Suppliers and network operators must develop alternative communication methods for visually impaired customers.
Priority customers must be informed of alternatives if supply is interrupted by circumstances beyond supplier control.
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Can I Register With the ESB as a Vulnerable Customer?
Registration cannot occur directly with ESB. While ESB Networks oversees the register, applications must go through current energy providers.
ESB Networks uses the vulnerable electricity customer register to:
- Advise vulnerable customers at least three days in advance of planned outages
- Assign priority to customers who contact them and rely on life support during unplanned outages
- Contact life-support equipment-dependent customers during unplanned outages
Can I Register With Gas Networks Ireland as a Vulnerable Customer?
Registration cannot occur with Gas Networks Ireland; applications must go through gas suppliers directly.
Gas Networks Ireland ensures:
- No Risk of Cut Off: Special services register customers will not have gas disconnected between December 1 and March 31.
- Reconnection Priority: Special services register customers receive priority reconnection during outages.
- Provisions Ahead of Outages: For planned interruptions, Gas Networks provides home-heating and cooking facilities (electric heaters and cookers).
- Security Facilities for Visually Impaired Customers: Visually impaired customers can contact Gas Networks to arrange a security password verifying field staff identity.
- Contact Ahead of Planned Outages: Gas Networks contacts vulnerable customers in advance of planned outages.
What Are the CRU Requirements for Vulnerable Consumers?
Per Commission for Regulation of Utilities requirements, all electricity and gas suppliers must design and implement an approved code of practice for vulnerable customers.
Supplier responsibilities:
- Identify, register, and update a vulnerable customer register
- Evaluate applications case-by-case
- Complete customer registration and enter details into central database
- Update information at least every two years
The CRU also requires Uisce Éireann to register vulnerable customers who are critically dependent on water for medical needs or need support communicating with or receiving services due to advanced age, physical, sensory, intellectual, or mental health reasons.
Can I Have a Prepayment Meter As a Vulnerable Customer?
Where impairments or circumstances make PAYG meter use difficult, other meter types should be considered.
Suppliers must carefully examine whether PAYG meters are compatible with vulnerable customer needs.