Complain about utilities
- Introduction
- Before you complain
- How do I complain to the supplier?
- How do I take my complaint further?
- Further information
Introduction
If you are not happy with the service from your energy supplier (gas or electricity) or from Uisce Éireann (previously called Irish Water), you have the right to make a complaint.
All gas and electricity companies, and Uisce Éireann, must have a complaints process for customers.
If you have followed the complaints process and you are still not satisfied with the response, you can refer the complaint to the Commission for Regulation of Utilities (CRU). The CRU is a statutory body that regulates the energy and water sectors in Ireland and can investigate your complaint.
Before you complain
All energy suppliers and Uisce Éireann must follow customer protection rules set by the CRU. These rules are outlined in:
- The Supplier Handbook (for energy customers)
- The Water Customer Handbook (for Uisce Éireann)
These handbooks require suppliers to create codes of practices on different areas including complaints handling.
Under these codes of practice suppliers must:
- Explain what went wrong, and apologise or give compensation (or both)
- Have a complaint escalation process
- Resolve complaints within 2 months
- Confirm in writing when a complaint has been resolved and closed
- Inform you of your right to refer the complaint to the CRU
- Accept complaints from agencies or third parties acting on your behalf
Uisce Éireann must also:
- Respond to your complaint within 5 working days
- Provide a resolution or explain the steps it will take to resolve the issue
Each supplier must also publish a customer charter on their website.
The CRU has links to various suppliers on its list of energy suppliers' page. You can also find more information from Uisce Éireann's customer commitment page.
The CRU has more information about customer protection.
How do I complain to the supplier?
There are three main stages to the complaints process:
Informal complaint
You talk to the company directly
Formal complaint:
You follow the company’s complaint process
Refer to the CRU:
If you have not received a response within the timeline set, or, if you’re not satisfied with the outcome after completing the suppliers complaint process.
Make an informal complaint
If you are not happy with your energy or Uisce Éireann service, you might be able to resolve the matter quickly by talking to the company.
For energy (gas and electricity) customers, contact your:
- Energy supplier for issues such as billing, account problems, marketing or advertising, changing supplier or closing your account
- Network operator for issues such as a faulty meter, connection costs, emergencies, planned outages, or connection delays
It is a good idea to keep notes of:
- What happened, including dates and times of conversations
- The name of the person you spoke to
- What was agreed
Make a formal complaint
If you are unable to resolve the problem informally you should make a formal complaint in writing (by letter or email).
You can get more advice about how to make a complaint.
The CRU has more information about how to log a complaint with your supplier and how to log a complaint with Uisce Éireann.
How do I take my complaint further?
If you have not received a response within the timeline set out by the company, or you are not satisfied with the response, you can bring your complaint to the CRU.
The CRU is an approved body for alternative dispute resolution.
The CRU will only investigate a complaint after you have gone through the suppliers normal complaints process.
To make a complaint with the CRU, you must fill out a complaint form and send this to the customer care team by email or post.
What happens after the complaint is lodged?
When the CRU receives your complaint form, they will:
- Try to acknowledge your complaint within 5 working days
- Give you a unique reference number – you should use this in all future communication with the CRU
The CRU will ask the energy supplier or network, or Uisce Éireann to:
- Confirm that you have completed their complaints process first. If you haven’t, they will tell you to do so.
- Provide them with a report on their handling of the complaint
When the CRU receives the report from the supplier
When the CRU receives the report from the energy supplier or network, or Uisce Éireann, it will:
- Send the report to you, normally within 10 to 15 working days from the date your complaint was acknowledged
- You then have a further 10 working days to respond with comments
When the CRU receives information from both sides, it investigates the complaint. The time it takes to investigate will depend on how complex your case is.
Decision process
The CRU will issue a final decision within 90 days of the CRU receiving your complaint form
In exceptional cases they will:
- Send a proposed decision to both you and the company
- Allow both parties 10 working days to respond with final comments or information
If your complaint is upheld
If the CRU upholds your complaint, it may tell the energy supplier or network, or Uisce Éireann, to fix the problem or pay compensation, or both.
If compensation is awarded, it is normally added to your energy supplier or network, or Uisce Éireann account as credit. This will be explained in the decision from the CRU.
Your energy supplier or network, or Uisce Éireann must carry out any steps that were in the CRU’s decision within 3 weeks.
The CRU’s decision is binding on the supplier or network operator. However, it is not binding on you. If you are not happy with the decision made by the CRU, you may consider taking court action through the small claims procedure.
You can find out more about the CRU’s complaint process in its Customer Charter (pdf).
Further information
You can find out more information about the CRU customer care team.
The CRU provides an:
Alternatively, you can download complaint forms from the CRU’s section on making a complaint. This can then be sent to the CRU by email or post.