Electricity gas customers overcharged in 12-month period to August 2023: CRU

Electric Ireland, the country's biggest energy supplier, has overcharged 48,000 electricity gas customers by almost €1.1m and breached the terms of its licenses by issuing late bills to 25,000 customers, the regulator says.

The Commission for the Regulation of Utilities (CRU) said Electric Ireland overcharged customers and some former customers by an average of €23 in the 12-month period to August 2023.

The problem stems from inaccurate bills resulting from miscalculations of rates.

The regulator said that household electricity and gas customers on high discount plans were overcharged after switching to a lower rate after contract expiry. However, only the lower discounted rate was applied to bills covering the contract expiry date instead of two different rates during the relevant period.

Electric Ireland says all former customers will be refunded by the end of October. The regulator said it found the company failed to consistently pay accurate bills as per the Customer Charter and the Code of Practice for Customer Billing and Disconnection.

All overcharged customers were given refunds, while those charged more than €40 received some compensation.The regulator also found that Electric Ireland had not been aware that some customers were late paying their bills for two months. The CRU said it will monitor the company to ensure it remains in compliance with all conditions and requirements of its licences.

Electric Ireland has already carried out some remedial measures and an internal review, and once this is complete, the CRU says it will seek written confirmation that all affected customers have been refunded.