Hide this Message

Important Information Regarding Cookies and CER.ie

By using this website, you consent to the use of cookies in accordance with the CER Cookie Policy. For more information on cookies see our Privacy Policy

Overview

​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

 

 

Disputes Over Connections

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.

Industry Complaints Handling Procedures

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.

Other Complaints

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.

I have a Complaint - Who do I contact?

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:

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

Your supplier [Electricity | Gas] will deal with queries regarding:

  • Changing supplier
  • Closing your account - including when moving house
  • Costs included on your bill for natural gas or electricity

How do I register my Complaint?

By Phone:

  1. Before calling your supplier or network operator, gather all relevant documentation e.g. your bill, your account details and any correspondence with the supplier or network operator.
  2. Have an idea of what outcome you want and how you want to put forward your argument.
  3. Make notes of your 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.
  4. Ask for a complaint reference number.

Tips:

  • Always take the name and department of the person you have spoken to and note the time and date.
  • Try to remain calm when putting your case forward.
  • When you are making your call allow sufficient time as your call make take longer than you expect. Also leave time to write up notes at the end of the call so you remember all that is said.
  • If you receive verbal commitment to a resolution ask for the decision to be sent to you in writing.
  • If you receive a promise of a return call, make sure you have a firm timeframe for the call.

By letter or email:

  1. Make sure you address your correspondence to the appropriate person. If you do not know who this is call to find out.
  2. Explain the issue in as much detail as necessary. Use facts that you have and enclose copies of any supporting documentation you may have.
  3. Explain what you see as the resolution to the issue.
  4. Make sure to include your account reference number and your address to allow a response.

Tips:

  • Always keep a copy of correspondence you send or receive.
  • Do not send originals of related documents. Send a copy and retain the original.
  • If you do not receive a response to your correspondence phone to follow up.

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.

The Commission's Complaints Handling Procedure

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.

  1. When you contact us regarding a complaint, the first step in our process is to confirm that your complaint has completed your supplier or network operator's complaints process. Once this is confirmed we will issue you with a unique reference which we will quote on all correspondence. If you have not completed your supplier or network operator's process we will refer you back to complete the process.
  2. If we receive your completed complaint form by email or by post we will acknowledge your correspondence within 5 working days of receipt.
  3. If you make your complaint by telephone we will send you out a complaint form to fill in and return before we log progress complaint. A copy of the form can be found here: Complaint Form.doc
  4. Please include the reason why you believe your complaint has not been dealt with and attach any relevant correspondence.
  5. If we do not have sufficient details of your complaint we may contact you for further information before completing our investigation. This is to ensure we have a complete record of your complaint.
  6. Once we have established the nature of your complaint and received your supporting documentation, we will forward your complaint to your supplier or network operator and ask them to respond to the issues you have raised.
  7. Following receipt of a response we may contact you again for further information based on the response received.
  8. Once we have established both sides of the dispute/ complaint we will consider all information received an issue a decision in relation to your complaint.
  9. Decisions will be issued in writing or by email in order for a formal record to be kept.

Contact Details

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

Dublin 24

Email: customercare@cer.ie 

Tel:1890 404 404

A copy of the Customer Care Team Customer Charter can be found here:  CCT Customer Charter.pdf  

REMIT Registration service is open. Recruitment