The CRU has a role in protecting energy and water consumers. One way the CRU does this is by putting in place “rulebooks’ for how energy suppliers and Irish Water must deal with customers.
We call these documents the Supplier Handbooks. There are separate Handbooks for energy and water, but each of them set out a mix of principles and rules which the companies must follow.
The Handbooks require each energy supplier and Irish Water to produce a number of Codes of Practice across different areas. These include issues such as marketing, billing, disconnections, complaint handling and vulnerable customers. The Handbooks also require the companies to produce a Customer Charter. The Charter guarantees their Codes of Practice, setting out the services provided and service quality levels offered. It also must set out how they will compensation and refund customers when service quality levels are not met.
The CRU website contains information on the key points included in each Code of Practice. There is information on the rights of customers contained in each section of the Energy Supplier Handbook in the Energy Customer Protection pageof our website. And if you want to find out about the Irish Water Customer Handbook, you can visit the Water Customer Protection page.
If you would like to read the full version of the handbook for energy or water, you can find the complete documents at the below links: