Utilities regulator sees 25% fall in cases arising from customer contacts 

Overall, 42% of Uisce Éireann complaints and 29% of energy complaints investigated were upheld in favour of the customer. File photo

There was a 25% decline in the number of cases opened by the Commission for Regulation of Utilities (CRU) after being contacted by a customer, a new report shows.

According to the commission's latest customer care report, during 2024 it received 24,496 contacts from energy and water customers in - a 22% decrease from 2023.  This resulted in 7,761 contact cases being created which is a decline of 25% year-on-year.

“Corresponding decreases in contact levels were observed for most suppliers, except for Bord Gáis Energy, which saw an increase in contacts, up 12%. 

"Electric Ireland, the largest supplier, had a 29% decrease in contact levels, decreasing from 2,964 contacts in 2023 to 2,093 in 2024,” the report said.

Overall, 42% of Uisce Éireann complaints and 29% of energy complaints investigated were upheld in favour of the customer.

Energy complaints surrounded issues such as billing, smart metering, microgeneration, allocating Government electricity credits and switching. Water complaints related to leaks, connections and flow/pressure issues.  

During the year, the CRU opened 614 complex complaint investigations and  467 complaints were closed.

The majority of these cases, 580, involved energy suppliers or energy network operators. The CRU also closed 444 complex complaints in energy, an increase of 22% on the previous year.