Thursday, 22 February 2018

Questions (173)

Niamh Smyth


173. Deputy Niamh Smyth asked the Minister for Communications, Climate Action and Environment if a matter (details supplied) will be addressed; and if he will make a statement on the matter. [9043/18]

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Written answers (Question to Communications)

The Public Service Obligation (PSO) levy has been in place since 2001 and supports certain security of supply and renewable  energy objectives. The levy is a charge on all electricity customers without exception and its amount is determined by the Commission for Regulation of Utilities (CRU).

The resolution of customer complaints are a matter taken very seriously by the Commission for Regulation of Utilities (CRU) which offers a free and independent complaint resolution service.  At, the CRU explains its process for the handling of energy complaints, which involves logging the complaint and completing the complaint handling process, with, as relevant in the particular circumstances, the supplier or the network operator.  As Minister I have no role in the day to day operations, or the regulation, of electricity or gas companies

The best resolution of any complaint is directly with the energy supplier, but the CRU states that if a customer has completed the complaints handling process of a supplier or network operator, and is still not happy, that the customer should log a formal complaint with the CRU. This can be done on the CRU’s website from the link above or by contacting the CRU in other ways as follows: by email to or by telephone at1890 404 404.