As domestic electricity prices rose steadily due to the spike in wholesale gas prices, a suite of customer protections were introduced this winter.
Here are some of the measures that EAI members have implemented!
- The Christmas moratorium on disconnections for all domestic customers (for non-payment of account) is from 1 December 2022 – 31 March 2023
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- VAT reduction from 13.5% to 9% from 1st May 2022
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- Extended moratorium for Vulnerable Customers from 1 October – 31 March
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- Agreement under the Energy Engage Code not to disconnect an engaging customer.
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- There was an increase in emergency credit on PAYG meters of €20.
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- Financial hardship funds and other initiatives to support customers over the winter period.
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- Debt recovery reduction on budget controller meters to 10%. This is a reduction of 15% in the debt recovery per vend.
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- Increased training and recruitment of customer support staff to assist with high call volumes.
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- Energy suppliers applied (4*€200) credit to all customers in four tranches to help with bills. This has significantly reduced the burden of the high prices currently being felt.
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- Customer information campaigns to drive customer awareness on energy efficiency and behavioural change.
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- Extended debt repayment plans of a minimum of 24 months.
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- Suppliers have collaborated with ESBN’s “Beat the Peak” campaign.
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- Implemented Temporary Business Energy Support Scheme, allowing businesses to receive up to 40% of the difference in the price of their bills from this time last year.
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- Delivering energy efficiency upgrades.
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- Advising prepayment customers in debt, of other payment options available to them and making this information available on supplier websites.
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- Windfall profits gathered in the price cap to be taken to assist customers directly (currently being finalised).
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