The Energy Engage Code sets out how suppliers will help and support customers to manage their energy bills.
The Energy Engage Code is a coordinated industry-led approach and aims to encourage customers to communicate with their supplier, who will tell you about the supports available. The key principle underpinning the code is a firm commitment by suppliers that they will never disconnect an engaging customer.
The suppliers that are signed up to this code are Bord Gáis Energy, Electric Ireland, Energia, Flogas, Pinergy, Prepay Power, SSE Airtricity and Yuno Energy.
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Dara Lynott, Chief Executive of the Electricity Association of Ireland (EAI), the representative body for electricity generators, suppliers and network operators in Ireland, commented: "From time to time and for a variety of reasons some electricity and gas customers experience difficulty in paying their bills. Energy suppliers aim to help their customers, and in particular those in arrears, by providing them with the appropriate support they need to manage their energy use and costs. These efforts have already resulted in a significant reduction in electricity and gas disconnections. However, as an industry, we believe that customers need more assistance when they are concerned about paying their bills.
"The Energy Engage Code brings customer engagement by suppliers to a new level through a coordinated industry-led approach to assist customers in arrears and at risk of disconnection. With today’s launch of the enhanced Engage Code, Irish energy suppliers are further demonstrating their clear commitment to work together with their customers in bringing arrears and disconnections to the lowest level possible. The key principle underpinning this is a firm commitment by suppliers that they will never disconnect an engaging customer."
