Vulnerable customer information
What is a vulnerable customer?
There are two types of vulnerable customers, a special services customer for gas/electricity and a priority customer for electricity.
We offer confidential special services and priority services to vulnerable residential customers who have special needs in relation to their energy supply.
A special services customer can qualify for our special services register if they are;
- Blind or Partially sighted
- Mobility Difficulties
- Deaf or hard of hearing
- Speech impaired
- Language Difficulty
- Learning Difficulty
- Mental Health issues
- Dexterity Difficulties
- Aged 66 or over and live alone, with minors or other elderly people
A priority customer is a person who is reliant on electrical home medical equipment, both life-supporting and non-life-supporting.
Frequently asked questions
Priority Services Register
If you’re a Bord Gáis Energy electricity customer and you or someone in your household is critically dependent on electricity for medical reasons, please register with us.
Click below for more information on eligibility and to register as a vulnerable customer.
Special Services Register
This register has been set up to help protect our gas and electricity customers who may be particularly vulnerable to disconnection during the winter months for reasons of advanced age, physical, sensory, intellectual, or mental health.
We also offer alternative forms of communication for our hearing-impaired customers such as social media and website query forms. For our visually impaired customers we offer a braille or talking bill service.
If you or someone you care for need any of these services, please let us know by registering below.
Special Services RegisterNominate someone to manage your account
If it’d be helpful, you can nominate a carer or other third party to deal with your account on your behalf. You can do this on both the Priority Services and Special Services registration forms.
Supporting you through difficult times
At Bord Gáis Energy, our purpose is to energise a greener, fairer future for all. A fairer future means ensuring that no one is left behind. We understand that many households may face financial challenges, and we’re here to help.
If you’re worried about paying your energy bills, please contact us as soon as possible. Together, we can find a solution that works for you. Below are some of the supports and services we offer. We will never disconnect a customer that is engaging with us - see the Energy Engage Code section below for more info.
Flexible Payment Options
Scheduled Payments
Set up weekly or monthly payments in addition to your usual payment method, helping you to spread your energy costs more evenly. For example, paying €10 a week can build credit on your account towards your next bill.
Level Pay
Even out your energy costs over the year and avoid large winter bills. We calculate your annual usage and divide it into 12 equal payments, giving you more predictable monthly payments. Customers receive regular bills as normal and can choose their preferred direct debit date. Learn more.
Pay As You Go Meters
Switching to a Pay As You Go (PAYG) meter can help you manage your energy usage and payments more closely. Customers can also pay off existing balances gradually, with up to 15% of each top-up going towards any outstanding debt.
In early 2025, we launched our electricity Smart PAYG product, offering even greater flexibility and control.
Please note: PAYG meters are not suitable for customers on the Priority Services Register. If you're a Special Services customer, we'll discuss with you whether this product is suitable for you. There is a risk of disconnection if your balance falls below zero.
Payment Plans
If you’ve built up a debt balance, we can work with you to set up a structured payment plan—weekly, fortnightly or monthly—based on your circumstances and ability to pay. We can offer payment plans up to 18 months in duration.
Contact us for more information on the above options.
Customers can also contact the Money Advice and Budgeting Service (MABS), who provide information and assist customers with putting budget plans in place. MABS is a national, free, independent, confidential, and non-judgemental service for people in debt or at risk of getting into debt and it is funded by the Department of Social Protection. Visit mabs.ie.
If you receive Social Welfare payments, you can spread the cost of your energy bills by paying regular amounts towards your bills. The money is then deducted from your weekly Social Welfare payment. You can avail of this through An Post’s Household Budget scheme. Click here for more information.
Certain social welfare and state pension recipients may also be entitled to the government's Fuel Allowance. A Fuel Allowance is a means-tested payment to help with the cost of heating your home during the winter months. You can get the Fuel Allowance if you're getting a long-term social welfare payment and are unable to provide for your heating needs from your own resources. The Fuel Allowance season normally begins in late September of each year and ends in April. See gov.ie for more information.
Energy Engage Code
As a proud signatory of the Energy Engage Code, we commit that no customer who engages with us will be disconnected. We work with customers to agree sustainable solutions—such as payment plans, Pay As You Go options, or other tailored supports—before any disconnection is ever considered. The Code, developed by the Electricity Association of Ireland (EAI) and endorsed by all major suppliers, sets out clear principles for proactive engagement, fair treatment, and open communication to help customers stay connected.
Vulnerable Customer Codes of Practice
Our Codes of Practice for vulnerable customers set out the way we carry out our business and the standards of service you can expect from us.
Energy Support Fund
We’ve a range of supports and services available for customers who need it. Over the years, we've worked closely with the Money Advice and Budgeting Service (MABS) and St. Vincent de Paul (SVP) who already provide a range of options that can help.
Following engagement with our partners, Bord Gáis Energy established an energy support fund in 2022 to assist customers struggling to meet their payments. The fund provides targeted help to those customers who need it most. This fund is in addition to a range of services and supports that are in place e.g. payment plans, Pay As You Go meters, Level Pay, and more.
We’re Here to Help
If you’re experiencing financial difficulties or need advice on the best support option for your circumstances, please don’t wait—get in touch with us today. Together, we can find the right solution to keep your home warm and energy costs manageable.
Our Customer Charter
Our Customer Charter underpins each of our Codes of Practice and sets out nine guaranteed standards.