Energy watchdog to spend €200k to resolve complaints backlog
CRU data shows a sharp and steady increase in complaints made about energy companies in the last two years.
The energy regulator is set to spend over €200,000 on consultants to help clear its backlog of complaints, which have quadrupled in less than two years as households faced surging bills during the cost-of-living crisis.
The Commission for Regulation of Utilities said it was seeking support to help in its dispute resolution function, with the number of complaints received in 2022 65% higher than the year before and 2023 “higher again”.
“Over the last year the customer care team has experienced a substantial increase in the volume of complaint cases received from customers,” it said.
This was driven by factors such as high electricity prices, developments such as the Government’s emergency electricity credit and an increased awareness of its dispute resolution service.
“Due to the high volume of complaints being received, and the increased complexity of individual complaints, there is currently a backlog of cases waiting to be investigated by investigating officers,” it said.
CRU plans to spend up to €212,000 from January 2024 on “specialist external support” to investigate complaints and reduce the backlog. It wants the consultants to provide two days of support a week for a minimum of one year, with the option of extending it by another 12 months if required.
Its data shows a sharp and steady increase in complaints made about energy companies in the last two years.
It describes a “complex complaint” as one where it is referred to CRU for dispute resolution after it has exhausted the internal complaints procedures at the companies involved.
In the third quarter of 2021, 42 such complaints were referred to CRU. In the second quarter of 2023, within less than two years, this had quadrupled to 168 complaints.
Bonkers.ie’s head of communications Daragh Cassidy said the large increase in complaints was unsurprising given the developments of recent years but the actual number of complaints compared to the overall size of the market was “still very small”.
“That the CRU is looking for external help clearly shows it's under pressure,” he said.
“Though I welcome the fact it's being proactive and looking for support now before things reach crisis levels. However, I would always remind energy customers to exhaust all internal complaints procedures with their supplier before going to the CRU.”
