Vulnerable Customers

Code of Practice on Vulnerable Customers

We will provide help for our most vulnerable customers.

A vulnerable customer is defined in legislation as a household customer who is:  

a. critically dependent on electrically powered equipment, which includes but is not limited to life protecting devices, assistive technologies to support independent living and medical equipment, or

b. particularly vulnerable to disconnection during winter months (1 October to the 31 March)  for reasons of advanced age or physical, sensory, intellectual or mental health.

At SSE Airtricity we’re aware that some of our customers may have special requirements where the continuity of their energy supply is important. If you depend on any electrical medical equipment then please complete a Vulnerable Customer Registration form - this can be requested on sign up, or at any stage by contacting our Customer Service Team* on 0818 81 22 20. We’ll follow up by letter, if we don’t receive a returned form after you have confirmed ‘Vulnerable Customer’ at the premises.

The disconnection process for vulnerable customers may vary to that for non-vulnerable customers. Vulnerable customers on the Priority Services Register will not be disconnected at any time for reasons of non-payment of bills. Vulnerable customers on the Special Services Register shall not be disconnected during the winter months for reasons of non-payment of bills. Please refer to our Code of Practice on Disconnections for full details of this process.

We aim to provide the best service possible to all of our customers and in particular those customers who require special services, for example the elderly. We offer a range of services for customers who have a visual or hearing impairment. To avail of these services, customers must register their details with us.

Special services include:

• Braille communications - we can provide Braille communications to people who are Braille readers.
• Talking communications** – we can provide talking communications to people who are blind or have a visual impairment.
• Large print communications – for people with visual impairment
• Online communications – for people with hearing impairment, including live chat and social media. 
• Redirecting communications – for people who request it, we can send communications to a friend or relative.

The tariff you have chosen will not be impacted by registering for any of these. For example, if you choose electronic billing and require large font or braille bills you will still receive your electronic billing discount.

*We are open Monday to Friday from 8am to 8pm.

**Talking communications are only provided for your energy bill and energy statement.