Making a complaint about your energy supplier
Hopefully you will enjoy trouble-free relationship with your energy supplier but if things do go wrong then procedures are in place that you should follow to submit an energy complaint. It is important that you follow these steps correctly so that a solution may be agreed to resolve your difficulties.
If you want to make complaint about your energy supplier you should take the following steps:
- Raise a complaint with the energy supplier
- Seek advice from the Citizens Information Board
- Raise a complaint about your energy supplier with the CER
You may resolve your problem without having to progress through all three steps. However If you have an energy complaint you should aim to get assistance from your energy provider first, before contacting the Citizens Information Board, or the Commission for energy regulation (CER).
Step 1: Raise a complaint with the energy supplier
In the first instance you should always contact the energy supplier directly by telephone or in writing.
Minor difficulties might be easily resolved by talking to someone on the phone so it is not always necessary to write lengthy letters or emails. If you do contact by phone, make sure you record the name of the advisor with whom you speak and the time / date of your call and establish precisely what will happen as a result of your call in order to resolve the problem.
Always state your account number when you contact your supplier by phone, email or post. State your concerns clearly and, if you feel that you have been financially disadvantaged, explain how this is the case. Also include copies of relevant documents such as bills.
Step 2: Seek advice from the Citizens Information Board
Available on +353 761 07 9000, the Citizens Information Board can offer telephone advice about a range of consumer issues including problems with energy suppliers. You should explain to the advisor the problems that you have experienced and what steps you have already taken.
You will be given advice about how to proceed which may include contacting the energy company again. The advisor will give you a reference number which you should keep safely in case you need to contact the Citizens Information Board again.
Alternatively you can visit the their dedicated website Citizensinformation.ie. Here you will find an excellent source of information for all things gas and electricity related, with very useful advice and tips for consumers.
Step 3: Raise a complaint about your energy supplier with the CER
The Commission for Energy Regulation (CER), promotes competition in the gas and electricity sector in Ireland. It also protects the interests of customers, especially the disadvantaged and the elderly, by ensuring that standards of services are set and codes of practices are in place.
The CER has the power to direct energy suppliers and network operators to award financial compensation to customers or to resolve complaints according to set guidelines if the complaint is upheld. A dedicated Energy Customers Team is on hand to deal directly with customers who have complaints or unresolved issues with their gas and electricity providers.
Its important to note that the CER can only investigate a customer’s complaint if the customer has already contacted the supplier or network operator about the issue.
Registering a complaint to the CER
You should make an energy complaint with the CER if:
- you are not satisfied with the response to your complaint from your energy supplier or network operator.
- the energy supplier states in writing that your complaint is ‘deadlocked’ you can always escalate your complaint to the CER.
The CER can also deal with:
- problems with energy bills.
- problems resulting from an energy company’s sales and marketing activity.
- problems resulting from switching gas or electricity supplier.
- physical problems relating to the supply of energy to a home or small business, such as power cuts and connections
How to contact the CER
Commission for Energy Regulation
P.O. Box 11934
1890 404 404
(01) 4000 850
Customers can visit the complaint section on the CER website.