Utility Companies: Your Rights

Energy Providers

Energy suppliers in Ireland — including Electric Ireland, Bord Gáis Energy, SSE Airtricity, Energia, Flogas, and Panda Power — are regulated by the Commission for Regulation of Utilities (CRU). The CRU sets rules on pricing transparency, customer service standards, and complaint handling.

• All energy suppliers must be licensed by the CRU
• Suppliers must provide clear, accurate bills and explain all charges
• You have the right to receive a summary of your consumption at least once a year
• Suppliers must offer a range of payment methods

Broadband, Phone & TV Providers

Telecoms and broadband providers — including Eir, Vodafone, Three, Sky, and Virgin Media — are regulated by ComReg (Commission for Communications Regulation). ComReg sets rules on service quality, contracts, and complaint handling.

• Providers must give you a contract summary before you sign up, including key terms, prices, and minimum contract length
• You must be told about any minimum broadband speeds — if speeds consistently fall below the guaranteed minimum, you may have grounds to exit your contract
• Providers must have a published complaints procedure
• If your complaint is unresolved, you can escalate to ComReg

Contract Disputes

Whether it's energy or telecoms, you have specific rights when it comes to contracts:

• Providers must give you reasonable notice of any price increases or changes to terms
• If a provider changes your contract terms (including price increases beyond what was agreed), you have the right to exit the contract without penalty
• For contracts signed online, over the phone, or at your doorstep, you have a 14-day cooling-off period under the Consumer Rights Act (distance/off-premises sales)
• The provider must clearly state the minimum contract term and any early termination fees before you sign up

Switching Providers

You have the right to switch energy, broadband, phone, or TV provider at any time. Providers must facilitate the switch:

• Your new provider handles the switch — you should not have to contact your old provider
• There should be no exit fees if you are outside your minimum contract term
• There should be no exit fees if the provider has changed your contract terms (e.g. a price increase you didn't agree to)
• For energy, the switch must be completed within 21 days (CRU rules)
• There must be no disruption to your supply during the switching process

Billing Disputes

If you believe your bill is wrong, you have the right to challenge it:

• You can request actual meter readings instead of estimated readings — if your bills have been based on estimates, request a meter read to correct your account
• Under the CRU's Supplier Handbook, energy providers can only back-bill you for a maximum of 2 years — if they send you a bill for usage older than that, you can refuse to pay the excess
• You have the right to a clear, itemised bill that breaks down all charges
• If a charge is disputed, the provider should not threaten disconnection while the dispute is being investigated

Disconnection Rules

Energy providers must follow strict procedures before disconnecting your supply. They cannot simply cut you off:

• The provider must give you at least 10 business days' notice before disconnection
• They must have made reasonable efforts to contact you and resolve the issue first
• They must offer you a payment plan before proceeding to disconnection
• Vulnerable customers (elderly, ill, or disabled) have additional protections — energy providers cannot disconnect vulnerable customers during winter (November to March)
• Disconnection should be a last resort, not a first response to a payment issue

Pay-As-You-Go Meter Customers

If you have a prepay or pay-as-you-go meter, you have the same rights as bill-pay customers:

• You are entitled to the same customer service standards and complaint handling
• You must not be charged more than bill-pay customers for the same usage
• You are entitled to an emergency credit facility on your meter
• You have the right to switch to a bill-pay account if you choose

Service Quality & Outages

Providers must meet minimum service standards:

• Broadband providers must state the minimum, normally available, and maximum speeds you can expect at your address
• If your broadband speed consistently falls below the minimum guaranteed speed, this may be a breach of contract
• Energy providers must meet guaranteed service levels — if they fail, you may be entitled to compensation
• Providers must notify you of planned outages in advance
• Unplanned outages must be resolved as quickly as possible, with updates provided to affected customers

How to Fight Back

1. Contact the provider directly — call, email, or use their online complaint form. Get a complaint reference number and note the date
2. Put your complaint in writing — if you complained by phone, follow up in writing (email or letter) so you have a paper trail
3. Allow 10 working days for the provider to respond to your complaint
4. If unresolved — escalate to the regulator:
   • CRU for energy complaints (electricity and gas)
   • ComReg for telecoms complaints (broadband, phone, TV)
5. Small Claims Court — for financial disputes up to €2,000, you can use the Small Claims procedure through your local District Court