Utility Regulator launches programme to focus on vulnerable customers’ needs

Northern Ireland’s Utility Regulator has launched a new Consumer Protection Programme, focused on supporting the most vulnerable customers in the wake of Covid-19.

Among the issues it will look at are: identifying vulnerable consumers; the need for clear, transparent and timely communications with these consumers; and digital exclusion. Kevin Shiels, director of retail and consumer protection at the Utility Regulator, commented: “We will explore the potential for a ‘digital divide’ with a view to protecting those who are digitally excluded due to lack of access to opportunities, knowledge, goods and services.”

The programme will also look closely at the impact of increasing levels of domestic debt associated with the pandemic and the experience of energy debt. It will run until April 2024 to align with the Utility Regulator’s corporate strategy.