Introduction
Welcome to energycustomers.ie, the Commission for Energy Regulation's website for domestic electricity and natural gas customers. We aim to provide you with information about your rights as an energy customer, help you understand the charges for electricity and natural gas and provide answers to questions you may have.
This site also explains what to do if you have a problem with your bill, your connection to the electricity or natural gas network or some other issue relating to your supply.
Who are we?
Our Values
Our Customer Role
Setting Standards of Supply
Ensuring Standards of Networks
Monitoring Standards
Handling Complaints
Regulating Tariffs
What else do we do?
Who are we?
The Commission was established in 1999 to regulate the electricity sector in Ireland. In 2002 our remit was extended to cover the natural gas market. We act in the best interest of energy customers in Ireland and we are independent of all operators in the market.
The Commission is headed up by three Commissioners. At present Michael G. Tutty is the Chairperson of the Commission. The other Commissioner positions are held by Dermot Nolan and Garrett Blaney.
| The Commission |
 |
 |
 |
Michael G. Tutty
Chairperson |
Dermot Nolan
Commissioner |
Garrett Blaney
Commissioner |
Our Values
Our core values are to operate in a way which:
- Is fair, non-discriminatory and balanced
- Is open and transparent and
- Delivers to the highest levels of professionalism and integrity
Our Mission Statement
In a world where energy supply and prices are highly volatile, the mission of the CER, acting in the interests of customers is to ensure that:
- the lights stay on
- the gas continues to flow
- the prices charged are fair and reasonable
- the environment is protected, and
- electricity and gas are supplied safely
Our Customer Role
The Commission has a duty to protect the interest of final customers both now and into the future. That means we deal with any supply related problems that you as a customer may experience. We are also here to make sure that customers have a reliable, secure, high quality and sustainable energy supply at competitive prices.
With the electricity and gas markets now fully open to competition, new suppliers can offer customers an alternative to their traditional supplier. In this new environment, the Commission's aim is to enhance customer awareness of new choices as they arise, enable customers to exercise that choice, establish standards and practices for consumer protection, and to ensure quality and security of natural gas and electricity supply.
We do this in a number of ways:
Setting Standards of Supply
The Commission requires suppliers in the electricity and natural gas markets to put in place codes of practice that ensure that customers receive a minimum level of service and protection.
All suppliers are required to put in place codes which cover their practices in relation to marketing, billing, de-energisation/ disconnection and complaints handling. In addition to these standard codes which cover all customers, suppliers also have to make provisions for customers who have special needs. These provisions include providing bills in non standard formats, the protection of customers on electricity life support machines and the protection of elderly customers from disconnection during winter months.
Domestic suppliers are also required to have a customer charter which sets a minimum level of service which is guaranteed with set payments if these guarantees are broken.
More information can be found here: Electricity Consumer Codes; Gas Consumer Codes
Ensuring Standards of Networks
The Commission has responsibility for regulating how the electricity and natural gas network are operated. ESB Networks and Bord Gáis Networks operate the networks for all customers. This means that regardless of who supplies your energy you are entitled to the same level of service from your network operator as any other customer.
Both ESB Networks and Bord Gáis Networks are required to have a customer charter which guarantees a minimum level of service for customers. If these guarantees are broken then a set payment will be made to the customer.
Monitoring Standards
The Commission monitors different aspects of how suppliers and network operators operate. This includes monitoring the implementation of their codes of practice and their customer charters. The Commission also reviews the complaints which it receives from customers to ensure that, where possible, provisions are put in place to avoid repeat instances.
Even with these codes and standards in place, sometimes individual customers can experience difficulties. The Commission is here to assist you if you have an issue you cannot resolve with your supplier or network operator. For more information visit our complaint section.
Regulating Tariffs
The Commission also regulates the tariffs that customers are charged by ESB Customer Supply and Bord Gáis Energy Supply. To learn more about electricity tariffs click here. To learn more about gas tariffs click here.
What else do we do?
As well as dealing with customer issues, the Commission licences generators and suppliers of electricity, shippers and suppliers of natural gas and we regulate the semi-state companies ESB and Bord Gáis.
More information on these and other industry related issues can be found on the industry website.