The CRU is initiating this Call for Evidence to glean input and suggestions which may initiate strengthened supports for customers in overcoming affordability challenges experienced by customers in the energy retail energy sector in recent years; where CRU has noted a large increase in arrears levels, which continue to rise.
While the CRU does not control the final retail prices that energy suppliers charge their customers, the CRU does have a Supplier Handbook which includes a wide range of protections for customers. The CRU is specifically seeking feedback from stakeholders including customers, charities, NGOs and suppliers in the energy sector on issues including:
Supplier Offerings: Are customers being attracted by acquisition offers that may disguise the true costs of the tariff? Are the conditions of a contract sufficiently clear to a customer at sign-up?
Billing: Do the bills which customers receive contain too much or too little information? Are the timings of customers receiving bills sufficient? Is the terminology used in bills clear?
Customer sign-up and end of contract: Are there ways in which the process of sign up and end of contract can be improved? Are there aspects of supplier-customer interactions which can be modified to assist customers to avoid falling into debt?
This Call for Evidence is open until 26 June 2026, and responses can be sent through the dedicated CRU consultation platform.
C1. Are there additional data points or metrics beyond those already captured that you believe would be useful and beneficial to customers that should be incorporated into the retail market monitoring obligations of suppliers and/or network operators?
C2. Do you believe that customers are being provided with sufficient information on their tariff (and consequent likely bill levels) at sign-up?
C3. Do you believe that customers are sufficiently informed of their likely bill levels at sign-up or are they confused by offers which are not energy related at sign-up (e.g. cashback offers/non-cash vouchers)?
C4. Do you believe the current requirements for information to be included on customers’ bills in the context of arrears is appropriate and beneficial to customers? Do you think some requirements could be removed or others added?
C5. Do you have any other general feedback with regards to billing? For example any other information that should be included/excluded or prominent on the front etc?
C6. Why in your opinion is the number of customers on repayment plans here lower than elsewhere? Do you believe payment plans are useful for customers and if so what would you suggest to increase the number of customers on payment plans?
C7. For customers on repayment plans already what measures do you think can be taken to reduce the number of repayment plans that are then broken by customers?
C8. Do you think PAYG Financial Hardship meters should be further promoted to customers who need help meeting their bills or should alternative solutions such as repayment plans be promoted instead?
C9. Are there any other debt repayment solutions you believe would be implementable and appropriate for customers in debt?
C10. Do you have any thoughts on how customers in debt engagement with their supplier may be more effectively promoted?
C11. Do you believe that the current disconnection procedure is appropriate and sufficient or could it be changed or improved for a better outcome for customers?
C12. Do you believe the current Handbook requirements are sufficient in making customers aware they are approaching the end of their contract?
C13. Beyond the current Handbook requirements on suppliers do you think further promotion on the importance of switching or renegotiating at the end of a contract is necessary? If so what would be the best way to ensure customers are aware of it?
C14. Do you think the current process for receiving credit following account closure is sufficient?
C15. Are there any other measures or suggestions that you believe should be considered for Irish consumers?
CRU Call for Evidence on Protecting and Supporting Customers Facing Sustained High Energy Prices
The CRU is initiating this Call for Evidence to glean input and suggestions which may initiate strengthened supports for customers in overcoming affordability challenges experienced by customers in the energy retail energy sector in recent years; where CRU has noted a large increase in arrears levels, which continue to rise.
While the CRU does not control the final retail prices that energy suppliers charge their customers, the CRU does have a Supplier Handbook which includes a wide range of protections for customers. The CRU is specifically seeking feedback from stakeholders including customers, charities, NGOs and suppliers in the energy sector on issues including:
This Call for Evidence is open until 26 June 2026, and responses can be sent through the dedicated CRU consultation platform.
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