Vulnerable Consumer Toolkit, How to protect vulnerable consumers

Policies and Regulations

Specific regulations can be applied on energy companies on how they deal with the vulnerable.

Regulation may be imposed by a government or an energy regulator who may oversee compliance.
These are distinct from pricing regulations like a social tariff.

Examples include:

Bans on certain actions by energy companies like disconnecting vulnerable consumers for non-payment.
Specific steps that must be taken to support vulnerable consumers experiencing payment difficulties
Support for vulnerable consumers to help manage their energy bills through energy efficiency advice, practices, and investments.

Case study - Finland

Recognising the essential nature of energy, and the implications of its denial in a cold climate, energy companies in Finland have special regulations imposed on their ability to disconnect consumers for non-payment.

These regulations apply across electricity and gas and are in place between 1 October and 30 April each year.
During this period, vulnerable households cannot be disconnected for non-payment even if they have accumulated a debt with their energy supplier.

Financial Support »

Energy Efficiency |

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