This eLearning course is tailored for staff working in the energy supply sector, where supporting customers in vulnerable circumstances is both a regulatory requirement and a moral imperative. Energy is an essential service, and suppliers have specific obligations under their licence conditions to identify and assist customers who may need additional support.
The course begins by setting out Ofgem's approach to vulnerability and the regulatory framework that energy suppliers must operate within. It explains the relevant Standard Licence Conditions (SLCs), including SLC 0 and the obligations relating to treating customers fairly and providing additional support where needed.
Learners are then guided through the nature of vulnerability, recognising that it can arise from health conditions, age, life events, financial difficulty, or a lack of digital access or capability. The course explores how vulnerability can change over time and how staff can identify customers who may need help, even when vulnerability is not immediately apparent.
A central focus of the training is the Priority Services Register (PSR), explaining what it is, who is eligible, and how staff can ensure that eligible customers are signed up and receive the services they are entitled to. The course also covers signposting to appropriate internal and external sources of help. Upon completion, learners will be equipped to recognise vulnerability, apply the required support processes, and help ensure that no vulnerable customer is left behind.
