Energy watchdog brings in more measures to support people facing bigger bills

New measures implemented by the Commission for Regulation of Utilities will mean upfront payments can be treated as optional rather than mandatory. File picture

The national body overseeing energy firms says it is bolstering a range of consumer protection measures ahead of a winter of spiralling energy prices.

New measures implemented by the Commission for Regulation of Utilities (CRU) will mean upfront payments can be treated as optional rather than mandatory. Customers will be given an 18-month window to repay their debt.

Suppliers have also been asked to find practical solutions to help with customers' financial issues before turning to anti-poverty advocacy groups like Saint Vincent de Paul.

“While disconnection levels remain low, these measures continue to require suppliers to act early and agree on repayment plans that customers can realistically sustain, helping to prevent these avoidable disconnections,” said CRU Acting Director of Customer Policy & Protection Michael Barrett.

“The CRU will continue to closely monitor implementation and continue its work through the National Energy Affordability Taskforce, to help identify practical ways to better support households.” 

The watchdog said the measures are being introduced due to worsening arrears levels and increasing energy costs. 

Costs are 83% and 107% higher than ‘pre-crisis’ levels in domestic electricity and domestic gas standard tariffs respectively, with the utility warning prices are vulnerable to continued conflict in the Middle East.

As of April 2026, 322,000 domestic electricity customers were in arrears, alongside 185,940 households in arrears for gas. A host of different measures previously introduced by the CRU in 2022 will continue for the winter.

The maximum proportion of a prepayment meter top-up used to recover legacy debt will remain at 15% this winter.

Suppliers must also advise prepayment customers in debt about alternative payment options. A previous €200 charge for moving from a gas ‘pay as you go’ meter to a credit meter will remain suspended.

Customers deemed to be working in the ‘special services’ will enjoy a five-month disconnection moratorium, while critical services workers will have full protection.

A five-month disconnection moratorium will continue for special services customers, with full protection for critical services customers. An emergency credit on prepayment metres remains at €20 instead of €10.

Suppliers are also required to publish retention offers and relevant discounts for existing customers, waive termination fees for customers moving from a 24-hour tariff to a smart tariff with the same supplier, and provide at least 30 days’ notice of tariff increases.