We deal with complaints about:

• your energy bills;
• problems you have as a result of changing your energy supplier;
• complaints about an energy supplier’s sales activity;
• physical problems to do with the supply of energy to a home or small business (e.g. power cuts).

Who can complain?

You can use the service if you are a domestic or a small business customer and you are:

• complaining about a company which provides energy to your home and which is a member of our service (a ‘member company’); or
• having problems resulting from an energy supplier’s sales activity; or
• having problems resulting from changing your gas or electricity supply to or from a member company; or
• representing a customer who meets one of the conditions above and have the customer’s permission, in writing, to make the complaint.

You must have been in one of these categories when the problem you’re complaining about began.

What is a domestic customer?

We deal with complaints from people who have experienced problems with companies which provide energy to their homes.

What is a small business customer?

A small businesses is one which:

• employs fewer than ten people and an annual turnover not exceeding 2 million euros; or
• which uses less than 200,000 kWh gas per year or 55,000 kWh electricity per year.

What we can and can’t do

What we can do and can’t do is set out in our terms of reference (our responsibilities). We’ll decide whether your complaint fits in with these terms and whether we have the power to deal with it.

We’re here to help

Please ring us if you would like to discuss whether your complaint is one that we can deal with.