Regulator to take up to 10% of annual turnover from energy firms that mistreat consumers 

In 2022, the energy regulator received 12,373 complaints and queries from energy and water customers, an increase of 87% on the previous year, driven mainly by queries from electricity users. Picture: iStock

Energy firms that flout their obligations to customers could face fines of up to 10% of their annual turnover, the regulator has said.

The Commission for Regulation of Utilities (CRU) on Tuesday published a decision paper on how to set financial penalties for firms that breach the rules that deliver a “credible deterrence against non-compliance" and ensure “meaningful outcomes” for consumers.