Electric Ireland or Bord Gáis Overcharging You? How to Complain and Win

Irish energy bills have been a source of fury for consumers, and not just because of rising prices. Billing errors, estimated meter reads that bear no relation to reality, failure to apply credits or government support payments, and unexplained price increases are all common complaints. If your energy provider has overcharged you, you have clear rights and a free complaints process that can get your money back.

Start by checking your bill carefully. Is it based on an actual meter reading or an estimate? Estimated bills are one of the biggest sources of overcharging. If your bill says 'E' or 'estimated,' submit your own meter reading through your provider's app or website. Compare your actual usage against what they have billed. If there is a discrepancy, contact them immediately and ask for a corrected bill. Keep a screenshot of your meter reading with the date visible.

If your provider has genuinely overcharged you — whether through a billing error, failure to apply a tariff change, or not processing a government energy credit — you need to make a formal complaint. Do this in writing (email is best for the paper trail). State clearly what the error is, what the correct amount should be, and what you want them to do (refund the overcharge, correct future bills, compensate you for the hassle). They have 10 business days to resolve billing complaints under the CRU's Customer Charter requirements.

If they do not resolve it within two months, you can escalate to the Commission for Regulation of Utilities (CRU) at cru.ie. The CRU is the independent regulator and their complaints process is free. They can investigate your complaint and direct your provider to refund you and pay compensation. For broadband or phone billing issues, the equivalent body is ComReg (comreg.ie). Do not suffer in silence — energy companies count on customers giving up. The complaints process works, and the regulator has teeth.