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Our contact centre is experiencing very high demand meaning wait times may be longer than usual. The answers you are looking for may be online browse our FAQs.  See here for information on the Government Electricity Credit. 

Vulnerable Customer FAQs

What is a vulnerable customer?

According to the Commission for Regulation of Utilities (CRU), a Vulnerable Customer is defined as a person who is:

  • Critically dependent on electrically powered equipment. This includes (but is not limited to) life protecting devices, assistive technologies to support independent living and medical equipment, or

  • Particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual or mental health.

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