Dáil Éireann Debate, Tuesday - 23 May 2023
161. Deputy Eoin Ó Broin asked the Minister for the Environment, Climate and Communications the protections, if any, that are currently in place to ensure vulnerable, elderly people who live alone are not disconnected from their utilities due to increased energy prices; and if he will make a statement on the matter. [24110/23]
View answer179. Deputy Bríd Smith asked the Minister for the Environment, Climate and Communications if he will clarify the responsibilities and duties of energy providers when dealing with and identifying vulnerable customers, including four particular aspects (details supplied); and if he will make a statement on the matter. [24600/23]
View answerI propose to take Questions Nos. 161 and 179 together.
The Government is committed to ensuring vulnerable people are protected during the cost-of-living crisis.
Supplier companies are required by their license conditions to establish, maintain and regularly update a register of vulnerable customers, who cannot be disconnected from their utilities for non-payment. This category refers to people who are critically dependent on electrically powered equipment, including life protecting devices, assistive technologies to support independent living and medical equipment, and those who are particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual or mental health.
There are a range of additional protection measures in place for registered vulnerable customers, including measures around communication and other important areas. Energy suppliers are required to provide customers with a free and easy way to register as a vulnerable customer. Suppliers are also legally obliged to take reasonable steps to identify customers eligible for registration. This includes ensuring that appropriate and relevant questions and information to identify vulnerable customers are included on all written and oral communications provided to customers at sign up.
For customers with additional communication requirements, such as those with hearing loss or visual impairment, suppliers are required to provide alternative communication formats. This requirement covers various communications, including bills. Suppliers are also required to enable the registration of nominated representatives, who can manage account details and communication on behalf of the customer. More information about this can be found in the Electricity and Gas Suppliers' Handbook 2023, and on the CRU website: www.cru.ie/consumer-information/your-rights/vulnerable-customers/.
Elderly people who live alone and may not meet the statutory definition of vulnerable customer can also avail of supports through the Department of Social Protection, such as the Supplementary Welfare Allowance (SWA) Scheme and Fuel Allowance, which can provide assistance to those struggling to meet the costs of higher bills. Anyone having difficulty paying their bills are also encouraged to communicate with their supplier directly. Under the Energy Engage code, suppliers have committed to not disconnecting customers who continue to engage with them.
The Government introduced €2.5 billion in once-off measures to support households in Budget 2023. including an Electricity Cost Emergency Benefit Scheme which credited €600 to every electricity account nationwide over three billing cycles. It is continuing to monitor the effect of existing supports, completing the implementation of the Energy Poverty Action Plan, and exploring future measures to support consumers in the context of Budget 2024.
