ALONE Submission on Additional Customer Protection Measures for Household Electricity and Gas Customers
In May of 2025, ALONE submitted additional feedback regarding the Additional Customer Protection Measures for Household Electricity and Gas Customers after a stakeholder workshop.
In this submission, ALONE strongly supported the continuation of measures under CRU202489. We particularly welcomed the Winter Disconnection Moratorium, and encouraged the CRU to expand to a longer seasonal period from October through March. ALONE discouraged the use of automatic disconnection due to non-payment to protect older people who may not be formally registered as vulnerable.
ALONE supported maintaining the 24 month repayment plan, rather than shortening this plan to 12 months, as gas and electricity prices remain high and the ability of customers to make quicker repayments is not likely to increase. We also encouraged utility providers to provide additional support for customers who are on payment plans, and encourage greater uptake of the plan by including hotline numbers or the support number for the Money Advice and Budgeting Service (MABS)
Additionally, ALONE highlighted that increasing support on digital communication platforms creates barriers for older people who are not able to use online price comparison tools or access energy advice. ALONE recommended that the CRU and utility companies use varied methods of communication to be more inclusive.
