We have published an Information Paper on our new combined monitoring and reporting framework for the Code of Practice on Customer Service and Code of Practice for Consumers in Vulnerable Circumstances.
This information paper provides information and guidance to licensees on our requirements in relation to monitoring and reporting of both Codes. This combined monitoring framework was designed to streamline the requirements, where possible, while still fulfilling our requirements in relation to monitoring the market and compliance.
This framework will provide us with insights into the market and how it is operating. By ensuring the reporting requirements are proportionate, it also strikes a fair balance in ensuring that the obligations of the Codes and licence conditions are being met.
The Code of Practice for Consumers in Vulnerable Circumstances and the Code of Practice on Customer Service became effective in licences on 25 November 2024 and 24 April 2025 respectively*.
Next steps, including key dates and actions, are included in the information paper.
Further information on the Code of Practice for Consumers in Vulnerable Circumstances can be accessed here.
Further information on the Code of Practice on Customer Service can be accessed here.
* Both Codes were introduced into domestic electricity and gas supply licences. The CoP for Consumers in Vulnerable Circumstances was also introduced in NIE Networks licence, NI Water’s licence and gas conveyance (distribution) licences.
Copies of all documents can be made available in large print, Braille, audio cassette and a variety of relevant minority languages if required.