What is Firmus Care for electricity customers?

What is the Firmus Care Reg

   What is the Customer Care Register?

• At firmus energy, we understand that some customers may need a little extra help from time to time.
• Our Customer Care Register helps us identify customers who may need additional support because of their age, health, disability, personal circumstances or another vulnerability.

• By letting us know about any additional needs, we can make sure we communicate with you in the right way and provide extra support where appropriate.

  How can we support you?

• If you are on our Customer Care Register, we can take your individual circumstances into account when you contact us.
• This may include:
• Additional support when you contact us, including giving you more time to explain what you need.
• Making communication easier, taking account of any communication, hearing, sight or accessibility needs.
• Recognising health or medical needs that may make interruption to your energy supply particularly difficult.
• Supporting customers with mobility, cognitive or other additional needs.
• Recording relevant information about your circumstances, so you do not have to explain your needs each time you contact us.

• Nominating someone you trust to help manage your account or communicate with us, where appropriate.

  Who can join?

• You may benefit from joining the Customer Care Register if you:
• are older or have additional needs due to your age;
• have a disability or long-term health condition;
• have a chronic or terminal illness;
• have difficulties with hearing, sight, mobility or communication;
• have a mental health condition or cognitive impairment;
• rely on medical equipment at home; or
• are experiencing circumstances that mean you need some additional support.

• Vulnerability isn't always permanent. If something has changed in your circumstances and you need extra support, please let us know.

  How to register

• Joining the Customer Care Register is free.
• Simply contact the firmus energy Customer Services team and let us know that you would like to be added to the register. We'll talk to you about your needs and how we can best support you.

• You can also speak to us if you're contacting us on behalf of a family member or someone you care for, subject to the appropriate permission being in place.

  Important distinction for electricity customers

• For electricity supply interruptions, NIE Networks is responsible for the electricity network in Northern Ireland. Its Customer Care Register can provide eligible customers with additional support and communication around planned and unplanned power cuts. [https://ww...Rlcg&ntb=1]
• If this wording is for firmus's electricity CX training, I would make that distinction very clear so agents don't accidentally imply that firmus controls outage support provided by NIE Networks.