Section 8: Social Measures

1. What will happen once I have not reacted to a payment notice?
Your supplier will contact you to notify you that your bill is overdue. If you have not settled your bill you should contact your supplier as soon as possible to discuss and agree and appropriate payment arrangement. To default on payment without contacting your supplier may affect your credit rating.

2. How can I avoid disconnection if I cannot pay my bill?
Contact your supplier as soon as you realise you might find it difficult to pay your bill. Each supplier must have a Code of Practice for dealing with customers who are having difficulty paying bills.

Your supplier must help you work out a realistic payment schedule. If you cannot keep to this schedule your supplier may offer you a prepayment meter.

If you feel you are struggling to make ends meet and need help, contact a money advisor at
one of the following organisations:
advice4debtNI: Freephone 0800 917 4607
Advice NI: 028 9064 5919
Citizens Advice: 028 9023 1120
Consumer Credit Counselling Service: Freephone 0800 027 4990
To download a copy of this budget planner visit http://www.consumercouncil.org.uk You may also wish to seek independent advice on dealing with debt:

3. What do I do if I am disconnected?
You will need to contact your supplier to discuss reconnection.

4. Is there a definition of vulnerable consumers applied in my area? What criteria do I have to fulfil to be considered as an aid worthy (vulnerable) consumer?
Vulnerable customers are defined as those who are i) of pensionable age ii) chronically sick iii) disabled iv) on low income or v) live in a rural area (electricity consumers). The level and type of services available depends upon your circumstances.
If, due to vulnerability, you need any help to access the full services available from your electricity or gas supplier you should first contact your supplier.
Electricity and suppliers in Northern Ireland offer a range of free additional services for older consumers or those with specific needs.
To find out more about these services contact your supplier.
If your supplier is unable to help, you should contact the Consumer Council on 028 9067 2488 or

5. What support and protection are available for consumers in delicate financial situations in my area?
Your may be able to get additional financial and / or energy efficiency help depending on your circumstances. We would advise you to seek assistance from an advice centre or advocacy organisation relevant to your circumstances or alternatively, contact your supplier who will tell you about other sources of help and assistance.

6. How can I reduce my consumption in order to pay less?
Your supplier must help you use your electricity or gas more efficiently and this will reduce your consumption. Each supplier has a Code of Practice on using electricity / gas efficiently and you should contact them and request a copy. Alternatively energy advice is available – see question 6 above

7. Who can I contact to find out about local measures to vulnerable consumers in my area?
As measures available vary from time to time, we would advise you to seek assistance from an advice centre or advocacy organisation relevant to your circumstances or alternatively, contact your supplier who will tell you about other sources of help and assistance.

Electricity, gas and water suppliers in Northern Ireland offer a range of free additional services for older consumers or those with specific needs.
To find out more about these services contact your supplier.

8. My income does not allow me cost intensive energy efficiency investment. What else can I do?
For information on all sources of help you should check the NI Direct government web site at the web address below; http://www.nidirect.gov.uk/energywise

The Consumer Council has also produced a leaflet on energy efficiency. To get a copy contact the Consumer Council.