We deal with all complaints as quickly as possible and provide you with an outcome that is clear and easy to understand.

The CRU has a role to play in assisting you when you have difficulties dealing with your energy supplier or network operator.

The CRU's Customer Care Team aims to resolve complaints within 90 days, however we are currently handling large volumes and are taking longer than we would like to complete investigations.

If your complaint relates to a billing dispute, your supplier is obliged to pause collection activities in relation to the disputed amount while your complaint is being investigated by the CRU. However, any subsequent bills will need to be paid as normal by their due date.

From 1 December 2023, electricity suppliers will start to credit domestic customer accounts with the government electricity credit. The CRU is operating a modified complaint process for any objections relating to customers not receiving the credit(s). Please see the bottom of this page for more details.

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If you have complained to your supplier/network or Uisce Éireann and are not happy with the outcome, you can bring your complaint to the CRU.

Tips for submitting your complaint

  • Think about what outcome you want and how you want to put forward your argument.
  • Gather any information you need to support your complaint 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 originals.
  • Please provide as much detail as you can – this is your chance to tell us what happened and how you were impacted.

How it works