From time to time you may experience difficulty with your bill, your connection to the electricity or natural gas network or some other issue relating to your natural gas or electricity supply. If you are unable to resolve your problem following completion of your supplier or network operators complaints process, the CER offers an independent complaint resolution service. The CER aims to offer a transparent and simple complaint resolution service and it is not necessary for you to have a legal advisor to use this service.
Our Role – Energy Complaints
The CER has a statutory responsibility to provide a complaints resolution service to customers with an unresolved dispute with their supplier or network operator. Following investigation the CER has the power to direct suppliers and network operators to award compensation or to resolve the complaint in a set fashion if the complaint is upheld. The Customer Care Team has been setup within the CER to deal directly with customers who have complaints.
Our Role – Water Complaints
The CER has a statutory responsibility to provide a complaints resolution service to Irish Water customers with an unresolved dispute with Irish Water. Following investigation the CER has the power to direct Irish Water to resolve the complaint in a set fashion if the complaint is upheld and where appropriate to pay a refund or compensation. The Customer Care Team has been setup within the CER to deal directly with customers who have complaints.
For more information on complaints against Irish Water, including how make a complaint, please see the Customer Care Water Complaints Section
If you have been refused a connection to the electricity or gas network and you are unsatisfied with the reason given for the refusal, you can refer this dispute to the CER for determination. Before the CER can help however, all reasonable efforts must be made to resolve the dispute with ESB Networks/ Gas Networks Ireland directly.
The CER requires all suppliers and network operators who deal with customers to have an internal complaints handling process. This must provide customers with a simple, speedy and efficient complaint resolution process. The process should include timetables for resolution of problems and an escalation procedure should a customer not be happy with the company’s initial response to their complaint. This procedure must be published and customers are entitled to receive a copy of this procedure on request. The process must also be publicised.
Please note that the CER can only investigate unresolved complaints where a customer has exhausted the complaints processes provided by their supplier or network operator. Please see the process below.
If you have a complaint about your energy supply, billing or metering and you have been unable to resolve this with your supplier of natural gas or electricity or your network operator you can complain to the CER.
Please note: The CER cannot assist consumers with difficulties regarding any gas or electrical appliances or the servicing of these appliances. For information on these issues please contact the supplier of your appliance. We also are unable to assist you in relation to home energy services at this time, even if these have been provided by a regulated supplier.
For example: The CER cannot deal with complaints regarding gas boilers or electrical cookers.
Depending on the nature of your complaint your first point of contact should be your supplier or network operator. Your bill should have contact details on it. Your network operator:ESB Networks or Gas Networks Ireland will deal with queries such as:
Your supplier [Electricity | Gas] will deal with queries regarding:
By letter or email:
If you are not satisfied with the initial response you receive to your complaint you should escalate the issue to a higher level of management by sending an official complaint in writing to your provider. Once you have completed the full process, if you are still not satisfied you may refer your complaint to the Commission's independent complaints when you do this you will require your supplier or network operators complaint reference number.
When you refer a complaint to us we will investigate it further with your supplier or network operator once we have confirmed that the internal complaints process has been completed. Please Note: We can only investigate your complaint if you have already contacted your supplier or network operator and given them an opportunity to resolve the issue first. We will require your supplier or network operator complaint reference number and confirmation you have completed their process before we will handle your complaint. The Commission can only investigate complaints within its regulatory remit. Due to the nature of the complaints the CER receives to investigate it is not possible to set a time period for a final decision to be issued; however, the CER aims to issue final decisions within 4 months of receipt of the customer’s completed complaint form. This time frame will most likely be extended where technical issues are involved or in times of high customer contact.
Due to the nature of the complaints the CER receives to investigate it is not possible to set a time period for a final decision to be issued; however, the CER aims to issue final decisions within 4 months of receipt of the customer’s completed complaint form. This time frame will most likely be extended where technical issues are involved or in times of high customer contact.
Please use a copy of our complaint form to submit your complaint.Complaint Form.doc
Customer Care Team
Commission for Energy Regulation
P.O. Box 11934
Tel:1890 404 404
A copy of the Customer Care Team Customer Charter can be found here: CCT Customer Charter.pdf