A gas customer in Ireland who responsibly reported a leak and had their meter safety-locked ended up facing a massive catch-up bill years later. Despite making regular payments and submitting meter readings, their data was continuously rejected. The issue? The gas meter’s status was never correctly updated in the system after the leak repair, resulting in seven years of rejected readings.

The Commission for Regulation of Utilities (CRU) described the case as an example of “serious failings” by both the gas supplier and Gas Networks Ireland. The customer’s accurate readings were ignored, and they were re-billed for seven years of usage at 2024’s higher rates. Eventually, the CRU ruled in the customer’s favour and ordered a refund of €1,265.

A Glimpse Into CRU’s 2024 Complaint Data

This incident is one of many highlighted in CRU’s 2024 Customer Care Annual Report. The regulator received 24,496 contacts from water and energy users, a drop of 22% from 2023. Out of these, 614 cases were escalated to “complex complaint” status, and 467 were resolved by year-end.

Nearly 29% of energy complaints were upheld, and a larger 42% of water-related complaints involving Uisce Éireann were resolved in favour of the consumer. Billing issues, smart meter inaccuracies, problems with microgeneration tariffs, switching delays, and the handling of government electricity credits were the most common complaints.

When Responsibility Backfires

The affected customer in the gas case had done everything right—submitting timely readings, paying on time, and contacting customer support. But due to internal communication failures between the supplier and Gas Networks Ireland, the issue was not investigated. The original safety lock, installed due to a gas leak, was never cleared in GNI’s system, causing automated systems to continue rejecting the customer’s data.

As the CRU stated: “The customer contacted both GNI and the supplier multiple times, and neither could explain why the reads were being rejected nor decided to investigate further.”

The Business That Got Billed Half a Million

In another example, a business customer was hit with a catch-up bill of €500,000 following inaccurate billing. Though still required to pay the amount, the CRU determined that €35,000 had been incorrectly charged through network fees, which was subsequently refunded.

These examples illustrate how systemic failures in energy billing can cause major financial stress—even for customers who have done everything expected of them.

Advice from the Regulator

Karen Trant, CRU’s Director of Customer Policy and Protection, urged all consumers to stay informed:
“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.”

How to Protect Yourself

If you’re an energy consumer in Ireland, consider taking the following steps to avoid a similar fate:

• Keep a personal log of all meter readings
• Cross-check your bills each month
• Look out for “estimated” readings versus actuals
• Contact CRU early if disputes arise
• Ensure your supplier has up-to-date information

The Bigger Issue: Accountability and Oversight

These cases underscore a need for more proactive checks by suppliers and Gas Networks Ireland. If a safety lock isn’t cleared in a system for seven years, that’s not just an oversight—it’s a systemic failure. Consumers should not bear the financial consequences for data errors they had no control over.

The good news is that CRU’s involvement shows the importance of regulators who act in the public interest. But it also serves as a warning: if it could happen to them, it could happen to you. Stay vigilant, stay informed, and if something doesn’t add up—don’t wait to speak up.

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