This is a wide-ranging and important Utility Regulator consultation on how energy (both gas and electricity) suppliers must interact with their customers.

The purpose of this consultation paper is to seek views and comments on the proposed minimum standards guidance for energy suppliers’ Codes of Practice. These Codes of Practice will ensure that customers, and in particular vulnerable customers, are protected in their relationship and dealings with electricity and natural gas suppliers.

The paper consults on the following Codes of Practice:

  • Code of Practice on Payment of Bills
  • Code of Practice on Provision of Services for persons who are of Pensionable Age or Disabled or Chronically Sick
  • Code of Practice on Complaints Handling Procedure
  • Code of Practice on Services for Prepayment Meter Customers.


April 2014


Northern Ireland Authority for Utility Regulation (NIAUR)