EAI: The Energy Engage Code

Source: EAI

The Energy Engage Code is a voluntary commitment adopted by energy suppliers to demonstrate their dedication to supporting customers, particularly those facing financial challenges. Through this Code, suppliers aim to provide meaningful assistance in managing energy use, reducing costs, and avoiding disconnection.

The Code was revamped in 2023 in response to growing concerns about energy affordability and the increasing number of households experiencing financial hardship. In response to these challenges, suppliers have taken a proactive role in ensuring that customers are treated with understanding and offered practical solutions before disconnection becomes a consideration.

A core principle of the Code is that disconnection should only occur when all other avenues have been exhausted. It promotes early, open communication between suppliers and customers to address payment difficulties collaboratively. Signatory suppliers commit to working with customers to find solutions—and will not disconnect those who are actively engaging to resolve their arrears.

Under the Energy Engage Code, participating suppliers make the following key promises to customers:

1. Suppliers will offer help to all customers, regardless of their circumstances, as long as the customer actively engages with them.
2. Suppliers will take the time to explain all available options to help customers manage their energy bills and reduce costs.
3. If customers are not in arrears but are concerned about their bills, suppliers will offer guidance on managing energy use and provide information on energy efficiency.
4. If customers are in arrears, suppliers will collaborate with them to find fair and practical debt solutions.

5. Suppliers will inform customers about other agencies that may offer further assistance and provide guidance on how to contact them.
6. Suppliers will not disconnect a customer who is actively and genuinely engaging with them to resolve payment difficulties.

In addition to these core promises, the Energy Engage Code requires participating suppliers to adopt enhanced support measures as part of their debt management processes. These measures include:

• Improved communication with customers and relevant support agencies
• A variety of flexible payment and repayment options tailored to individual needs
• A compassionate approach to managing customer accounts, ensuring that each customer’s situation is handled with care and consideration

The Energy Engage Code compliments and strengthens existing consumer protection frameworks. It enhances the Codes of Practice established by the Commission for Regulation of Utilities ensuring that customers are provided with fair and responsible service.

The following energy suppliers have signed up to the Energy Engage Code:
Bord Gáis Energy, Electric Ireland, Energia, Flogas Natural Gas, and SSE Airtricity.

For information on the Energy Engage Code visit: Home – The Energy Engage Code