What we do to protect you

Codes of Practice

As an electricity or gas consumer, you are protected by standards that your energy supplier must follow. These standards are set by the Utility Regulator in Codes of Practice.

These Codes are designed to ensure that gas and electricity consumers, and in particular those that may be in vulnerable circumstances, are protected in their dealings with their electricity or natural gas supplier.

Codes of Practice covering the following: 

Code of Practice on Payment of Bills

This Code provides you with protection if you are struggling to pay your gas or electricity bills or if you get into debt with your gas or electricity supplier.

Watch our short video below that explains the Code. 

Code of Practice on Services for Prepayment Meter Customers

This Code provides you with protection if you have or are going to install a prepayment meter for your electricity and/or gas supply.

Watch our short video below that explains the Code.

Code of Practice on Complaint Handling Procedure

This Code ensures your electricity and/or gas supplier offers a free and fair complaints process which you can easily access to make a complaint if you are dissatisfied by any service they have provided.

Watch our short video below that explains the Code.

Code of Practice for Consumers in Vulnerable Circumstances

This Code provides you with protection if you need extra support from your electricity, gas or water company due to your circumstances or needs. This Code applies to suppliers and also to distribution companies. We've published a factsheet to provide more information on the Code. 

Watch our short video below that explains the Code.

Code of Practice on Customer Service 

This Code is designed to ensure that domestic consumers receive a timely and positive customer service experience when engaging with their energy providers. This includes specific requirements to protect consumers in vulnerable circumstances.

Your energy supplier is legally required to meet these requirements, and if you as their customer find they have not meet one or more of these minimum standards you can issue a complaint with your supplier; and if they do not resolve the issue, you can contact the Consumer Council NI for help with your complaint.

Contact details for all electricity, gas and water companies can be found on our contact information page. 

Further information on all Codes of Practice is available here.