Energy complaints
Complain about an energy provider in Ireland
How to prepare an electricity, gas, billing, meter, switching, sales, or prepay complaint before checking the CRU route.
- energy escalation route
- CRU
- core evidence
- bills
- important proof
- meter readings
Check your dispute first
Answer a few questions to see your options before writing your complaint.
Check your optionsEnergy-provider complaints are usually about bills, meter readings, account transfer, switching, prepay top-ups, doorstep sales, contract terms, or refund credit.
Use this guide for an electricity or gas complaint, including billing and account problems with suppliers such as SSE Airtricity, Prepay Power or Yuno.
What to do next
- 1Complain to the supplier first and keep the complaint reference.
- 2Collect bills, meter readings, top-up records, switch dates, sales notes, account records, and refund or credit messages.
- 3Check CRU guidance for unresolved energy-provider complaints before considering any other route.
Check which dates and readings the bill uses
A high bill can reflect a mistake, earlier estimates or a change in usage. Compare the opening and closing readings, whether each is actual or estimated, the tariff and the dates covered. Keep a dated meter photo if you can obtain one safely. Do not assume a large bill is invalid just because it was unexpected.
If you moved or switched, line up the final bill with the closing reading and transfer date. For prepay problems, keep top-up receipts and the meter or account messages. Hide unrelated bank transactions when sending payment proof.
What to ask for
For example: Please explain how you calculated [amount] for [period], identify the readings and tariff used, and reconcile it with my payments of [amount]. My attached record shows [specific difference]. Please correct any error and confirm the revised balance in writing.
If the supplier has not resolved it
The CRU offers a free complaint-resolution service after you have complained to the supplier and remain unhappy with the outcome. Keep the reference, relevant bills and final response together. For a billing dispute under CRU investigation, its guidance says collection of the disputed amount must pause; subsequent bills still need paying normally. Do not treat an initial email to TBD as that protection.
If payment is difficult, speak to the supplier promptly about support rather than ignoring the bill. For help setting out what does not add up, ask TBD for a free review during our pilot. Brian agrees the help personally; we do not guarantee a bill reduction or contact the supplier without separate approval.
Before you write
- Account number
- Complaint reference
- Bills
- Meter readings
- Switching, top-up, or sales records
Questions people ask
Who handles energy complaints in Ireland?
Start with the supplier complaint process. For unresolved covered complaints, check CRU guidance.
Is an energy bill dispute a small claim?
Usually check the supplier and CRU route first. Small claims is not the default route for energy-provider complaint handling.
Related guides
Sources
Sources last checked: 2026-09-14