Dáil Éireann Debate, Tuesday - 24 February 2026
170. Deputy Jennifer Whitmore asked the Minister for Climate, Energy and the Environment for an update on the expansion of the vulnerable customer definition and whether said expansion will include financial vulnerability; and if he will make a statement on the matter. [14068/26]
Amharc ar fhreagra185. Deputy Claire Kerrane asked the Minister for Climate, Energy and the Environment if the ESB has looked at its vulnerable customers register since Storm Éowyn in January 2025, and the lessons learned to improve same; and if he will make a statement on the matter. [14239/26]
Amharc ar fhreagraI propose to take Questions Nos. 170 and 185 together.
Storm Éowyn was among the most severe weather events to impact Ireland in recent decades, causing extensive damage to electricity infrastructure nationally. Throughout and following the storm, I engaged with ESB Networks regarding the response to the damage caused and building further resilience into the electricity network.
The Commission for the Regulation of Utilities (CRU) sets out the minimum service requirements, including customer protection measures, that energy suppliers must adhere to in the CRU Supplier Handbook. These rules are in place to ensure that customers experience a high standard of protection when interacting with energy suppliers. A Code of Practice on Vulnerable Customers is also in place.
The definition of Vulnerable Customers is set out in Regulation 2 of Statutory Instrument (S.I.) 463/2011. Under this Regulation, energy suppliers must establish and maintain:
• a Priority Services Register of customers critically dependent on electrically powered equipment, which shall include but is not limited to life protecting devices, assistive technologies to support independent living and medical equipment; and
• a Special Services Register of customers particularly vulnerable to disconnection during Winter months for reasons of advanced age or physical, sensory, intellectual or mental health.
Current best practice as conducted by suppliers allows customers to self-register as ‘priority vulnerable’ (those customers dependent on life protective equipment), or ‘special-services vulnerable’ (those customers who require additional protection from being unduly affected during the Winter months). A supplier may require a customer to demonstrate eligibility for inclusion on their register which may necessitate the provision of medical confirmation of vulnerability.
Each year, the CRU carries out a review on the effectiveness of customer protection measures over the past winter, as well as deciding the measures to be retained for the forthcoming winter. The Review for 2025/2026 was published in September of last year. This document set out the range of customer protections in place for this winter. As part of these protections, energy suppliers must send a reminder to all domestic customers, including pay as you go customers, about the eligibility criteria, how to apply and the benefits of registering as a vulnerable customer.
The number of registered vulnerable customers has increased significantly in recent years. As of December 2025, a total of 115,130 vulnerable customers were registered, with 35,232 registered on the Priority Services Register and 79,898 customers registered on the Special Services Register.
