NIE Networks Vulnerable Customer Strategy

Monday 9 March 2026

NIE Networks has launched its Vulnerable Customer Strategy 2026–2028, outlining a renewed commitment to supporting customers who need extra help with their electricity supply, communication, and day to day interactions with the company. today interactions with the company.

The new strategy builds on existing services and introduces enhanced measures to ensure that every customer, regardless of age, ability, health, or personal circumstances receives a little extra support if they need it.

Through the Vulnerable Customer Strategy, NIE Networks will continue to deliver a wide range of support services already available, including:

Customer Care Register for customers who rely on electricity for medical or essential needs.

Specialist Vulnerable Customer Team available to give personalised advice and assistance.

Dementia-friendly support, with staff trained by Alzheimer’s Society.

JAM Card recognition, offering extra patience and understanding for customers with hidden disabilities.

ConvoApp access for customers who are deaf or have hearing loss, providing real time British Sign Language interpretation.

Vulnerable Customer Champions across the organisation to provide support.

Meter reading support services, including appointments, home-visit passwords and a report back system to identify customer needs.

PSNI Quick Check, allowing customers to confirm the identity of NIE Networks staff by calling 101.

Clear, accessible communication, with plain English updates via text, phone and social media.

The strategy also sets out several commitments that will further enhance support for vulnerable customers over the next three years and it reinforces the organisation’s belief that every customer deserves to feel safe, supported and heard, especially during power cuts, planned works or any day to day communication with the company.

The strategy can be viewed in full here: Vulnerable-Customer-A4-Nov25.pdf

Monday 9 March 2026