CRU Reviews 9

The Commission for Regulation of Utilities is, frankly, one of the most ineffective public bodies I have ever had to deal with. For an organisation that is supposed to regulate energy providers and protect consumers, it consistently fails to deliver even the most basic level of support or accountability.

I have raised repeated complaints about multiple energy suppliers over a long period of time, including some of the worst offenders in the market. (Flogas) Despite providing clear details and following the proper channels, nothing meaningful has ever come of it. There is no visible action, no follow-up, and certainly no sense that consumer concerns are taken seriously. It feels like complaints go into a void.

What makes this even more frustrating is that this body exists specifically to oversee and regulate these companies. Yet suppliers continue operating with poor standards, and there appears to be little to no intervention. If even persistent, well-documented complaints fail to trigger any response, it raises serious questions about whether this organisation serves any real purpose at all.

Customer support is equally disappointing. Responses, when they come at all, are vague, unhelpful, and do nothing to resolve the issue. There is no sense of ownership or urgency, just generic replies that push responsibility elsewhere. It gives the impression of a system designed to deflect rather than assist.
At this point, it is hard to justify the existence of this organisation in its current form. It either needs a complete overhaul, with proper accountability and real enforcement powers, or it should be replaced entirely by a body that actually protects consumers and holds energy providers to account.

It also raises a broader concern about oversight. Who is holding this regulator accountable? Because from a consumer perspective, there is no transparency, no consequences for inaction, and no effective pathway for escalation.

Overall, a deeply frustrating and disappointing experience. A regulator that does not regulate is, ultimately, pointless.

If you can replace this company with AI, just do it.

Update : CRU withholding my complaints, 205179791, 204007512, 202162178, as stated need closure, promised a letter of apology from airtricity ? Nothing so far...
Called airtricity & disconnected awaiting another call or another complaint ref number via WhatsApp. Seems like send the retiree further.
Email sent :
Dear Deidre Marshall, to me you seem addament to stop my complaint from obtaining closure.
Maybe Airtrity are right in saying that CRU uphold their stance on reading metres & it's my Job ?
I will continue to find closure & will seek help from citizens information on Thursday.
Someone has to supply answers to allow me to enjoy my retirement work free.
I will also call Nathan @ sse airtricity for an update & explain this whole incident is causing me undue stress & I will be seeking help from cic as cru are, in my view incompetent.
Rgds N.Allen

New udate again 24/02/26 being thumbed off, will go to citizens information ASAP, recieved a repeated previous email :
In light of your most recent email, the CRU contacted SSE Airtricity to determine if your complaint had completed their formal complaints process. They have confirmed to the CRU that your case is still under investigation within their internal process. ???

Update been informed by CRU :"will be in contact with you over the coming days" Are they finally going to regulate ?

Been given an awful time by sse airtricity, so contacted CRU, who are not dealing with my complaint ref:205179791 ref:202162178.
Stating 2 months, complaint started in Nov 2025 & now no reply now from sse Airtricity?? Will wait the 2 months want answers. Which now feel only CRU can supply.

Another regulator in Ireland that doesn't seem to do anything except protect businesses.

Consumers in Ireland are totally trampled on here.

CRU just send emails quoting EU regs. They should try enforcing them when suppliers here breach them.

But there are no consequences for these businesses so they'll just keep treating customers poorly.

Less if I could, unfit for purpose no help despite pointing out relevant information to prove my case I had. Took ten months on and off to get back to me. Took ten be told despite this get back to supplier involved and case was closed. Shocking, but not surprising based on the other reviews I’ve read here

I have already written about the incompetence of the CRU in handling a complaint about EI.
CRU appoint 'analysists' to adjudicate on customers complaints against Utilities but will not disclose the background of these 'Analysists' who may well have worked previously for the Utilities concerned. In my opinion they show a strong bias towards the Utilities in the decisions I have seen.
I then attempted to submit a formal complaint about the CRU themselves, to their Quality Control Officer, in accordance with the CRU Customer Charter.
The QCO sent one unintelligible email reply and then ignored all further emails, nothwithstanding all his obligations under their own Customer Charter.
The CRU claim that they are not answerable to the Ombudsman, nor to any Government Minister!
Below is the full text of my complaint against the CRU [redacted]:
I wish to make the following formal complaints against the CRU:
1. I have lodged a complaint against EI under the CRU complaints resolution service ref CRU-35907-R5K9 (information requested) CRM:005611522 and this has been grossly mishandled by the CRU or not handled at all!.
Amongst my complaints against EI is that they ignored previous rulings of the CRU and refused to repay money stolen from my account. Instead of taking action against EI on my behalf I have been forced to lodge a second complaint to get compliance with the ruling on the first complaint. This is clearly nonsensical! And there has been no action on the second complaint since it was lodged eight months ago
2. When I lodged the second complaint referenced at 1. above the reaction of *staff name* of the CRU was to contact EI and open a new complaint with them on my behalf, which was totally unacceptable to me as my complaint had been fully acknowledged by EI and there was no necessity, nor admissibility for opening another complaint in my name, without my permission. Refer to my emails at the time. I requested that *staff name* have no further input to my dealings with the CRU, but this has not been complied with and I feel greatly compromised by having to deal with someone about whose competence I have already complained. *Staff name* added insult to injury by writing in an email that [CRU] decisions are "binding on your provider" notwithstanding the nature of the complaint!
3. At the time I lodged my second complaint, which had a number of elements in addition to point 2, above, the Judicial process to be applied by the CRU was clearly set out on the CRU website. After eight months waiting for this judicial process to be applied I have been informed by the CRU that they are/have changed the judicial process in mid course.
I maintain that it is a basic element of jurisprudence that the process cannot be changed in mid course and that it is not open to the CRU to solicit or accept further input from the parties to the dispute, except in the manner originally outlined. Part of my complaint against EI is the disinterest they showed in responding to my initial complaints. The proposed change to the process gives them an opportunity to compromise this.
3. By email from *staff member* (8th august 2024) I have been directed to a "CRU Customer Charter and Customer Action Plan" I had previously searched for, but failed to find this on your website? Indeed the penultimate paragraph of page 2 suggests that the document is only a draft? (also missing link on page 6!).
*Staff name* email further informs me that "CRU is an independent regulatory body that is answerable to the Oireachtas, there is no direct complaint mechanism to the relevant government department/ombudsman in relation to a complaint about the CRU." and then sends me a link to the Customer Action Plan that says " the customer will be advised of their right to appeal to the Office of the Ombudsman. (p16 -7.) This is further carelessness, misinformation and time-wasting.
4. One of the main objectives of the CRU is "Develop effective communications to support customers and the regulatory process" Any objective reading of my emails to you over the last two years will show that you have been an abject failure in this.
With respect,

TOTALLY USELESS ORGANISATION!!THEY WORK AGAINST ORDINARY CUSTOMERS AND JUST MAKE A JOB FOR FAT CATS!!WASTE OF TAXPAYERS MONEY!!