The Commission for Regulation of Utilities said today it received a total of 31,517 contacts from energy and water customers last year, an increase of 1% from 2022.
Electricity account problems, government credit queries and billing issues drove the largest volume of contacts, the CRU's annual Customer Care Report for 2023 shows.
The CRU said that 617 "complex" complaint investigations were opened, a big jump of 71% on 2022.
It added that 33% of the complaints investigated were upheld in favour of the customer and 15% were closed by early settlement deals.
The share of customer contacts for each of the seven largest suppliers was broadly in line with their market share, with only Flogas and Pinergy having slightly higher shares of customer contacts than their market share.
In relation to network operators, contacts relating to ESB Networks were 28% higher in 2023 than in 2022.
Today's report shows that Electric Ireland, Bord Gáis Energy and ESB Networks saw the most significant
increases in the number of complaints upheld against them.
The number of complaints upheld against Flogas decreased significantly in 2023, while complaints upheld against Pinergy also reduced. Only one complaint was lodged against Yuno, which trades as PrepayPower, however this complaint was not upheld.
580 complex complaints involving energy suppliers or energy network operators were opened last year, while the CRU said it also closed 344 complex complaints in energy, an increase of 42% on the previous year.
Meanwhile, the CRU received 380 customer contacts in relation to Uisce Éireann in 2023, a similar level to 2022 when 367 contacts were made.
The CRU upheld 58% of the 26 complaints investigated in favour of the customer.
It noted that customers continued to report that Uisce Éireann failed to respond to their queries in a timely manner, while customers also said they were dissatisfied with the complaints process, with issues including customers not being kept updated with the status of their complaint.
CRU Director of Customer Policy and Protection Karen Trant said that 2023 continued to show a high number of contacts from energy and water customers to the CRU's Customer Care Team, driven by challenges of increased prices.
"The CRU would advise all customers to remain informed when it comes to their rights and to be aware of the recent price reductions the suppliers have available to ensure they are on the best tariff for their needs," she advised.
The CRU also said today that it remains aware of the impact energy prices is having on households and businesses, particularly those that may already be struggling to pay their bills.
It has put protections in place for energy customers and for those who qualify as vulnerable customers.
It continues to encourage customers that are having difficulty paying their bills to engage with their supplier, while suppliers are required to work out a manageable payment plan with customers who are experiencing difficulties.
