Supporting those who need it most
Some of our customers have special requirements where continuity of their energy supply is crucial. Our Code of Practice on Consumers in Vulnerable Circumstances outlines the services and protections we provide.
Our Commitment to Vulnerable Customers
We operate registers to help protect our most vulnerable customers. Whether you have a disability or long-term illness, we have additional support services available to you.
We recognise that vulnerability is not always visible, may be temporary, and can be due to external circumstances. A customer is considered vulnerable when their personal characteristics or circumstances reduce their ability to engage effectively and achieve fair outcomes. A vulnerable customer is significantly less able to protect or represent their interests and is significantly more likely to suffer detrimental impacts on their health, wellbeing, or finances (UR Consumer Protection Programme).
Nominated Contact
You can add a nominated contact to your account who can speak to us on your behalf. You can also choose to have your communications sent to this person by post or email. Please contact our Customer Service Team for this option.
Our Registers
Medical customer care register: You can sign up for the Medical Customer Care Register if you, or anyone at home are dependent on electrical equipment that is vital to their health. This includes but is not limited to life protecting devices, assistive technologies to support independent living, and medical equipment.
NIE Networks will contact registered customers annually to ensure their contact details are accurate and up to date.
Customer Care Register
You can sign up for Customer Care if you are of pensionable age, vulnerable due to physical, sensory, or intellectual reasons, or are chronically or terminally ill. This also applies if you are living with someone of advanced age.
Customer Support Register
If your personal characteristics or circumstances reduce your ability to engage effectively and achieve fair outcomes, you may benefit from being on this register.