Consumer Protection Programme 2024 – 2029 - final decision paper published

The Utility Regulator has published the final decisions relating to our new Consumer Protection Programme (CPP) for 2024 - 2029. 

The CPP plays a pivotal role in ensuring Northern Ireland consumers are protected. It is a central element of our Corporate Strategy and is our principal vehicle to deliver positive outcomes for electricity, gas and water consumers in Northern Ireland. 

It includes a suite of bespoke projects aimed at enhancing consumer protection for all consumers. In addition, for the first time the plan outlines our intended approach to enhance protection for non-domestic consumers as well as domestic consumers, consumers in vulnerable circumstances and ‘future’ consumers.

In December 2023, we published the Consultation on the Consumer Protection Programme 2024-2029 and received 11 written responses Non-confidential submissions were received from the following organisations:


           Power NI

           Budget Energy 

           Electric Ireland

           SSE Airtricity

           Firmus Energy

           Northern Ireland Electricity Networks

           Northern Ireland Water

           Christians Against Poverty

           Plain Numbers

           National Energy Action

           Consumer Council for Northern Ireland

The new programme, which will be delivered across a five-year period between 2024-2029 , will run alongside our new Corporate Strategy (to be published later in April). 

Within this final decisions paper, we set out the delivery plan for projects for years one to three, which will take us up to the mid-term review period. In doing so, we have identified three core themes which will represent our approach to delivering the plan. These are as follows:

  1. Research and leadership – Providing evidence-based thought leadership in delivering the consumer protection policy agenda.
  2. Enablement – Creating the frameworks and environment for domestic and non-domestic consumers to engage in a meaningful way with electricity, gas and water services.
  3. Protection – Providing appropriate protection for domestic and non-domestic consumers who may need additional support to ensure they avail of the best-in-class electricity, gas and water services in Northern Ireland, both now and in the future.

Throughout the first three years of the CPP we will deliver 23 projects, each of which will support the objectives of one or more of our core themes. We believe that this will strengthen the programme and should help ensure that it delivers improved outcomes for consumers.