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08th June 2018

Service Standards

Energy companies have Service Standards in place. 

Marketing Code of Practice

All electricity suppliers must adhere to the Utility Regulator's Marketing Code of Practice. This protects you from inappropriate marketing practices and guards against the mis-selling of products. To view the Marketing Code of Practice for business customers click here.

Codes of Practice

All electricity and gas suppliers and network operators like NIE Networks, Phoenix Natural Gas (PNG), SNG Natural Gas and Firmus Energy must have Codes in Practice in place. These let you know what levels of service you can expect and how to make a complaint. The codes will be available on the respective company’s websites or you can request a copy directly from them.

Guaranteed Standards of Service

Electricity network operator, NIE Networks and electricity suppliers have guaranteed standards of service. These standards let you know how companies should perform in the event of a complaint or network problems, and include payments should they fail to meet them.

There are some exceptions to the guaranteed standards and the company may not have to make a compensation payment in all instances.

For a full list of the Guaranteed Standards of Service see the network distributor/supplier website or our factsheet.