NI Utility Regulator revamps consumer protection and publishes vulnerable customer code

Northern Ireland’s Utility Regulator has finalised its new Consumer Protection Programme (CPP) for 2024-39, and published a new mandatory Code of Practice for consumers in vulnerable circumstances.

The CPP is a central element of the regulator’s Corporate Strategy, to be published later this month, and is the principal vehicle through which the watchdog will seek to deliver positive outcomes for water, electricity and gas consumers in Northern Ireland. It includes:

• A suite of bespoke projects aimed at enhancing consumer protection for all consumers.

• For the first time, an approach to enhance protection for non-domestic consumers,  as well as domestic consumers, consumers in vulnerable circumstances and ‘future’ consumers.

The Utility Regulator has set out in a decision paper the delivery plan for 23 projects for years one to three. These cover three core themes:

• Research and leadership – Providing evidence-based thought leadership in delivering the consumer protection policy agenda.

• Enablement – Creating the frameworks and environment for domestic and non-domestic consumers to engage in a meaningful way with electricity, gas and water services.

• Protection – Providing appropriate protection for domestic and non-domestic consumers who may need additional support.

Separately last week, the Utility Regulator published a new mandatory Code of Practice for consumers in vulnerable circumstances. This is one of the main delivery mechanisms for a Best Practice Framework programme which seeks to establish best practice principles and measures which water, electricity and gas suppliers and distribution network companies in Northern Ireland must implement to better identify, support and protect consumers in vulnerable circumstances.

As well as introducing new protections for consumers in vulnerable circumstances, the aim is to provide consistency in the frameworks of different regulated sectors, and to ensure that the support and protections offered to domestic consumers in Northern Ireland are consistent, adequately promoted and reflective of best practice exemplars seen in Great Britain and across other jurisdictions.