We are committed to providing the best service possible for our vulnerable customers.
We are committed to providing the best customer service possible for all our customers, and in particular, we make specific provisions for those who require special services. Our commitment to customers, registered as ‘vulnerable’ on the Special Services Register, are outlined on this page.
We will never disconnect the gas supply of a ‘vulnerable’ customer during winter months unless it is for a specific safety reason.We will also contact a ‘vulnerable’ customer or nominated contact in advance of a planned interruption to their gas supply. We have dedicated Access Officers whose role is to ensure that our customers, with a disability, are provided with assistance and guidance in accessing our services and information.
A vulnerable customer means a household customer who is particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual or mental health. (S.I. No. 463 2011) In order to benefit from the special services we offer, you must first register your name on the Special Services Register.
The Special Services Register is a register of customers who are classified as vulnerable. All gas suppliers are responsible for identifying and maintaining a register of vulnerable customers (a Special Services Register) and providing Gas Networks Ireland with this information. If you would like to be included on this register you must contact your gas supplier. You will find contact details for your gas supplier on the CRU website or on your most recent gas bill. If you change your natural gas supplier, you should tell your new supplier that you are currently listed on the Special Services Register and they can then re-confirm status to us.
If you are registered on the special services register:
Call our 24 Hour Minicom Emergency Line 01 892 6337 immediately if you smell gas. Call our Minicom Customer Service Line 1850 211 615 (Monday to Friday 8am – 8pm and Saturday 9am – 5.30pm).
The Vulnerable Customer Guide is available to download in PDF or plain text format. It is also available in braille and in CD audio format. Please contact us at 1850 200 694 to request a copy.
The role of our Access Officers are to ensure that our vulnerable customers, are provided with assistance and guidance in accessing our services and information. Email firstname.lastname@example.org for more information.