Complaints to energy regulator (CRU) rise significantly

Reliable customer service is an important function of any good business and it's one thing that’s very important to us here at bonkers.ie!

In this article we’ll take a look at the CRU's most recent report on customer service for Q3 2022, which may be of particular interest to those thinking of switching provider soon.

But first, what is the CRU's Customer Care Team?

CRU Customer Care Team 

The CRU Customer Care Team (CCT) provides a range of services to energy and water customers.

Its two primary services are: 

• The provision of a free dispute resolution service to customers with an unresolved complaint against an energy supplier, network operator or Irish Water; and

• The provision of information to customers about energy or water services, including information on customers' rights and obligations.

Its goals include ensuring that there is a high standard of protection for customers in their dealings with energy companies and Irish Water, and reviewing the number and type of complaints received from customers and making recommendations, where appropriate. 

So let's look at what the latest report is telling us...

Increase in customer contacts

The CRU has had another very busy quarter. 

Between July and September, it received:

• 1,873 telephone calls to its Customer Care Phone Line (1800 404 404)
• 5,304 emails to its dedicated customer email address (customercare@cru.ie)
• 371 web queries (via www.cru.ie) and
• 146 letters

The above resulted in the creation of 3,139 customer cases being opened by the CRU, which is an 18% increase on the number of cases recorded in Q2 2022 and a whopping 74% increase compared to the same quarter in 2021.

Contacts in relation to SSE Airtricity (+86%) and Electric Ireland (+43) saw notable increases during Q3. However contacts in relation to Electric Ireland are still lower than its market share would suggest and it's important to remember that a contact into the CRU's CCT about a supplier isn't necessarily a complaint. It could be to request general information. We go through the stats on complaints further below in the article. 

SSE Airtricity’s customer contacts mainly related to account issues and customers experiencing issues getting through to the supplier.

Contacts from Panda Power customers increased by a huge 108%, with a majority of these contacts made in relation to Panda’s decision to exit the market through the ‘Supplier of Last Resort’ (SoLR) process.

Account problems and billing issues continue to account for the largest percentage of issues brought to the CCT by energy customers, unsurprising given the on-going energy crisis. Of the billing issues reported; high bills, changes in tariffs, incorrect bills and problems caused by estimated readings were among the problems outlined by customers.

Difficulty getting through to a supplier is also a big problem.  

The CRU also highlighted some key trends from the third quarter which it believe led to a surge in contacts and complaints:

1. The energy industry, like many others, has been beset with customers service issues and many customers contacted the CRU about difficulty contacting their energy supplier and long waiting times. 

2. Panda announced its exit from the market in September and customers contacted the CRU seeking information on the next steps or querying if they would receive refunds on their accounts.   

3. In September, the Government announced a new €600 energy credit as part of the 2023 budget and this led a number of contacts regarding eligibility. 

4. Early in 2022 the Government announced plans to start paying households for any surplus renewable energy they export to the grid. However many suppliers have yet to start paying. Customers contacted the CRU to seek information on how and when they would be compensated for their exports.

5. Customers contacted the CRU to request information on smart meters, including when they would receive one.

6. The CRU received several contacts from customers who felt their supplier was in breach of contract when it increased its prices. Customer caution must be exercised when signing up to a 'Fixed' contract. While contract periods are fixed, the price in energy supply contracts is rarely fully fixed. Customers must ensure they carefully read the terms and conditions associated with their contact. For example, the percentage discount offered by a supplier may be fixed, but the unit rate and standing charge rarely is.

Complaints

As you can imagine, the CCT is inundated with queries, issues, and complaints from consumers day in and day out. This has been especially true over the past year as energy prices soared.

However, the CCT only fully investigates what are called ‘complex complaints’ - those where a customer has already exhausted their respective energy suppliers’ complaints handling process.

In Q3, the CCT opened a total of 98 complaint investigations, which is a 13% increase in the number of complaints opened in Q2 2022 (87) and a 133% increase in the number of complaints opened in Q3 2021 (42). Complex complaints are then investigated under the CCT dispute resolution process.

Of the 98 complaints opened this quarter, 95% were energy related and 5% related to Irish Water.

Below is the number of complaints opened against each of the main suppliers. Although Electric Ireland received the highest number of complaints, it broadly matches its market share.

As was the case in Q2 2022, Prepaypower didn't generate any formal complaints to the CRU. Meanwhile Flogas again had complaint levels significantly higher than its market share, though the number has been falling, while SSE and Energia's complaint levels were lower than their market share.  

The current volatility in global energy markets continues to be the key driver in price increases experienced by customers. This presents new challenges for customers, energy suppliers and the CRU alike. High energy prices, and other changes in the energy and water sector have led to increases in the volume of customers contacting the CRU for information and assistance, and the number of customers submitting complex complaints for investigation by the CCT.

The CRU

How can I contact the CRU?

If you've an issue with your supplier you can contact the CRU by:

Phone Line - 1800 404 404  

Email - customercare@cru.ie

Web - via www.cru.ie 

Switch and save on your bills

If you’re not happy with your customer service, and if you haven’t switched supplier in some time, you’ll be glad to know the process has never been easier.

By using our energy price comparison tool you can find the best deal for you in seconds and be signed up within a number of minutes, provided you have all the right information to hand.

What’s more, the average energy customer who switches today could save around €400 on their bills!

However, before making the switch, you might find it beneficial to take a look at some of the following:

• You only need a few things on hand to switch. Learn about what you need to switch energy suppliers in this guide.
• Here is a list of some of the most frequently asked questions about the energy switching process.
• Have a read of our guide on 7 things to consider when switching energy supplier to know what to look out for.
• You could also consider adjusting your everyday habits to lower how much electricity you consume. Here are 16 ways to use less electricity and save money.

Run a quick comparison right now across electricity, gas, or dual fuel and see how much you could save with bonkers.ie!

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