If you experience an issue with your supplier or network operator, you should contact them and if you are not happy with their response, you should log a formal complaint with them.

Below is information on who you should contact and what you should expect when you do log a complaint. There is also information about what to do if you are not happy with the outcome of the complaint handling process, or if your complaint is not handled within a reasonable timeframe.

I have a Complaint - Who do I contact?

Depending on the nature of your complaint your first point of contact could be your supplier or your network operator.

Whether it is electricity or natural gas, suppliers will deal with issues related to areas such as the following:

  • Any billing issues or problems with your account.
  • Experiences with marketing or advertising, including doorstep sales.
  • Changing supplier.
  • Closing your account - including when moving house.

It is important to note that you are entitled to log a complaint with a company that is not your actual supplier. For example, if another supplier engages in doorstep selling and you are not happy about your experience, you can log a complaint with that supplier.

While the majority of issues experienced by customers would be related to their supplier, there are some areas where the network operator would be the best company to contact. Whether it is electricity or natural gas, network operators deal with issues related to areas such as the following:

  • Faulty meters
  • Connection costs
  • Emergencies
  • Planned Outages
  • Delays in getting connected

Your bill should have contact details on it for your supplier as well as the relevant network operator. If you want to see the various suppliers in the market and find information on how to contact them, you can go to our List of Energy Suppliers page.

Tips When Making a Complaint

Before you make a complaint, there are a few things you should do to make sure you get the outcome that you want. Here are our recommendations on what to do:

  • Have an idea of what outcome you want and how you want to put forward your argument.
  • Gather any information you need including bills, letters, account details, notes of previous conversations and any other relevant documents.
  • Do not send originals of related documents. Send a copy and retain the original.
  • Try to remain calm when putting your case forward.
  • Keep a record of any documents and make notes of any conversation including details of the name and title of the person you spoke to, the date of the call and any commitments or agreements that person makes including promises to call you back.
  • Always ask for a complaint reference number.

What to Expect

The CRU has an important role in regulating electricity and gas markets. One of the key ways we protect customers is by putting in place “rulebooks’ for how energy suppliers must deal with customers. One of the areas covered is in relation to how suppliers handle customer complaints.

Each supplier is required to publish a Code of Practice on Complaint Handling. The Code must set out an easy process for customers to use when they are experiencing difficulties. In order to know your rights, you should review your supplier's Code. This will ensure you know what standard of service you are entitled to when you have any dealings with them.

All suppliers must publish their Codes of Practice on their website or you can contact them directly to ask for a copy. There is more information on the Codes of Practice and the key points contained in each of the codes. To find out more you can visit Customer Protection page of our website.

Timelines

Included in a suppliers Code of Practice on Complaint Handling is the timelines for the resolution of customer complaints.

Generally suppliers will acknowledge and resolve customer complaints within a few days. However, in some case, particularly if it is a complex or technical matter it may take longer.

The complaints process should lead to a final answer issuing to the customer within two months, except in cases where the customer is not engaging or there are technical reasons that require a longer period. In such instances the supplier must communicate the expected timeline to the customer.

Still Not Happy?

If you have completed the complaint handling process of a supplier or network operator and you are still not happy, you can bring your complaint to the CRU. Details of the CRU’s process and how to log a complaint with us can be found in the “Log a Complaint with the CRU” tab on the left.