A gas customer faced a massive catch-up bill after his meter readings were rejected “with no explanation” for seven years, highlighting serious failings by utility companies, according to Ireland’s energy regulator.
The Commission for Regulation of Utilities (CRU) found significant issues with both Gas Networks Ireland and the customer’s supplier in the case, where a meter was “safety locked” due to a leak but never properly updated in the system after repairs.
The regulator upheld the complaint and ordered €1,265 in payments back to the customer, who had “done the right thing” by continuing to submit readings and paying bills on time throughout the ordeal. When the meter was finally read correctly in 2024, the supplier attempted to re-bill the customer at current much higher rates.
The case was among 24,496 contacts received by the CRU from water and energy customers in 2024, representing a 22% decrease from 2023. Of these, 614 escalated to “complex complaint” investigations, with 467 cases closed during the year.
The regulator upheld 42% of complaints against Uisce Éireann and 29% of energy complaints in favour of customers. Energy complaints primarily focused on billing issues, smart metering, microgeneration, government electricity credits allocation, and supplier switching problems.
In another case highlighted by the CRU, a business received an incorrect bill leading to a €500,000 catch-up demand that caused “substantial financial difficulties.” While the business ultimately had to pay the bill, the regulator found they were overcharged €35,000 in network charges, which was refunded.
CRU director of customer policy and protection Karen Trant advised customers to “remain informed when it comes to their rights and to be aware of the recent price reductions suppliers have available to ensure they are on the best tariff for their needs.”