Caring for our vulnerable customers

Electric Ireland is committed to providing support to our vulnerable customers, including those who have special requirements where continuity of energy supply is critically important, or any customer who may be vulnerable due to their personal characteristics or circumstances. If you or a member of your household is a vulnerable customer, it is important to let us know and register.

What is a Vulnerable Customer?

The definition of Vulnerable or Vulnerability as per the Code of Practice for Consumers in Vulnerable Circumstances Customer is:
"A consumer is deemed vulnerable when their personal characteristics or circumstances reduce their ability to engage effectively and achieve fair outcomes. A vulnerable consumer is significantly less able to protect or represent their interests and significantly more likely to suffer detrimental impacts on their health, wellbeing or finances."

Electric Ireland provides a range of special services to any vulnerable customers that require them.

There are two available vulnerable customer registers who require special services:

Electric Ireland Priority Services Register

If you have special requirements where continuity of energy supply is critically important or if you or a member of your household depend on electrical medical equipment (e.g. home dialysis machine, a ventilator or an oxygen concentrator), we offer a registration service for our Priority Services register.

Details of customers who register will be forwarded securely to NIE Networks for inclusion in their Medical Customer Care Register. This will enable NIE Networks to identify customers who are particularly vulnerable to an energy supply interruption. We can then provide priority support to them and update them on the expected duration of any power cut.

NIE Networks can be contacted directly on 0345 764 3643 at any time in relation to the

Medical Customer Care Register, power cuts, or supply quality.

Additionally, Electric Ireland will never request a disconnection for customers on the Priority Service register unless requested by a customer to do so.

Electric Ireland Special Services Register

If you are vulnerable due to personal characteristics or circumstances, including:

we offer a registration service for our Special Services register.

The Special Services register offers a range of supports to customer including:

How do I register as a Vulnerable Customer?

If you think you are a Priority Services customer or a Special Services customer, you can register with us by completing the Online Registration Form for Customers with Additional Needs or by downloading and filling out the Vulnerable Customers Registration Form (PDF).

When completed, simply return this registration form to us at:

Register for Priority Support / Special Services
Electric Ireland
1st Floor
1 Cromac Quay
The Gasworks
Belfast BT7 2JD
Northern Ireland.

Alternatively, you can call us on 0345 600 5335 to request a registration form to be posted out to you.

How can I add another person as a nominated representative on my account?

Did you know you can nominate a representative to manage your account? Where a customer has registered as a Vulnerable customer but would like to register a third-party representative to act on their behalf, Electric Ireland will facilitate this. You can register a nominated representative by downloading and filling out the Nominated Registration Form (PDF).

When completed, simply return this registration form to us at:

Electric Ireland
1st Floor
1 Cromac Quay
The Gasworks
Belfast BT7 2JD
Northern Ireland.