The Utility Regulator has published an information and decision paper on the Customer Care Register project. The purpose of this project is to introduce a single Customer Care Register across electricity, gas and water.
The Customer Care Register project is a core output of our Best Practice Framework programme to better identify, support and protect consumers in vulnerable circumstances.
Customer Care Registers provide additional services to consumers who need extra support from their utility company due to their circumstances.
The overarching objective for the project is to create a single utility Customer Care Register across electricity, gas and water that meets the needs of vulnerable consumers so that they can overcome any barriers to accessing, using and benefiting from these essential services.
The first phase of this project will be the implementation of a single electricity and gas Customer Care Register alongside the water register.
This paper sets out the core project deliverables, the actions that are required by industry to facilitate delivery and the overarching design principles to be applied throughout the project.
You can find more information about the current Customer Care Registers offered by energy and water companies on our website.
Copies of all documents will be made available in large print, Braille, audio cassette and a variety of relevant minority languages if required.