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Payment Difficulties

Find out what to do if you're having trouble paying your energy bills. We also outline what consumer protections are in place for you with your supplier.

Always contact your supplier

If you are having trouble paying your electricity or gas bill, contact your supplier.

They have trained staff in place to listen to your situation.

If you are struggling to pay your supplier must try to work out a manageable payment plan with you.

If you cannot keep up repayments your supplier may offer you a Prepay or Pay As You Go meter.

Your rights

The Commission for Regulation of Utilities (CRU) has consumer protection measures in place for customers who are struggling to pay their bills.

Suppliers must:

  • offer customers a range of payment methods
  • arrange practical payment plans to help customers in arrears
  • offer payment plans that take the customer’s circumstances into account and are reasonable and affordable

Energy Engage Code

The supplier-led Energy Engage Code provides a further level of security for domestic electricity and gas customers. Under this code, energy suppliers will not disconnect a customer who is engaging with them.

Having trouble paying your electricity or gas bill?

Contact your supplier. They have trained staff in place to listen to your situation.

If you are experiencing financial difficulties, there are a number of organisations that may be able to assist you.

The Department of Social Protection has An Exceptional Needs Payment. This is a single payment to help meet essential, once-off, exceptional expenditure, which a person could not reasonably be expected to meet out of their weekly income. More information.

The Money Advice and Budgeting Service (MABS) is the State’s money advice service, guiding people through dealing with problem debt. If you have problem debt, or if you feel like  your debts are in danger of becoming a problem, then they can help you. MABS runs a Helpline (0818 07 2000) Monday to Friday, 9am to 8pm) and also operates from more than 60 locations nationwide. Find out more about MABS.

As part of the Household Benefits Package, some customers may be entitled to support for paying their electricity or gas bills. The allowance is paid either as a monthly credit on a customer's bill or directly to the customer. Find out more about the Household Benefits Package.