With energy costs to remain high, record numbers in arrears, and uncertainty over future government support, the regulator says safeguards remain vital for households.
The Commission for Regulation of Utilities (CRU) has announced the range of measures that will be in place to protect energy customers this winter.
It comes as recent figures from the energy regulator show that a record number of households are behind on their energy bills. Almost 300,000 electricity customers and 184,000 gas customers are in arrears.
And with energy prices still high, and no energy credits expected in next month's Budget, the fear is that the numbers struggling with their energy costs will only increase further.
As a result, the CRU has announced a range of extra support measures for customers this winter.
Here's a look at the main measures that will be in place as well as the other help and support that's available.
Disconnection moratorium
The CRU has announced that there'll be a temporary ban on all residential gas and electricity disconnections for the upcoming peak winter months.
The ban will be in place from 8th December until 16th January 2026.
During this time, no household can be disconnected from their energy supply for whatever reason.
Traditionally, there's always been a three-week ban on disconnections over the Christmas period but as a result of Covid lockdowns, and then the energy crisis, it was extended in recent years.
However last year, and now this year, the CRU has reverted to the traditional three-week period.
In considering the length of the ban, the CRU says it has to strike a reasonable balance between protecting customers from disconnection during the peak winter period, while at the same time encouraging customers to engage with their supplier at the earliest opportunity to avoid increasing debt levels. A previous analysis by the regulator showed that during extended bans on disconnections, customers continue to incur debt rather than engage with their supplier to enter a repayment plan. This increased level of debt then leads to customers being at a higher risk of disconnection when the moratorium is eventually lifted.
The moratorium for customers registered as being vulnerable will be in place from 1st November until 31st March 2026. And customers who are registered as being critically dependent on electrically-powered assistive devices cannot be disconnected for reasons of non-payment at any time of the year. If you think you fit into either of these groups of customers, and are unsure if your supplier is aware of it, reach out to them as soon as possible.
You can find all supplier contact information here.
Repayment plan
If you've built up arrears, all suppliers must offer you the option of a repayment plan, which must be a minimum of 18 months — though you're free to repay at an earlier stage if you wish.
When assessing your ability to repay your debt, suppliers must take into account as much information provided by you as possible such as your income, past energy expenditure, number of dependents in your home, employment status, and any other financial commitments you may have. So be honest with your supplier so that you can come to an agreement that works for both of you.
When laying out the terms of the repayment plan, your supplier must explain clearly what your energy bills are likely to be during the repayment plan period (i.e. repayment plan + typical bill into the future). This is to ensure you understand what you're signing up to.
And while you have the option to make lump sum payments as part of your plan to clear your debt, your supplier can't force you to make one.
If you have a pay-as-you-go meter installed, your supplier can take 15% of any top-up to put towards debt repayments (an increase from 10% last year). Previously this was as high as 25% but was cut during the peak of the energy crisis.
Other measures
Suppliers are also required to ensure that all customers with a financial hardship meter are automatically placed on the cheapest tariff. This includes a tariff that might otherwise only be available to new customers or a customer as a retention offer. So if you have one of these meters, make sure you're on the best tariff.
Suppliers are required to continue to provide appropriately trained callcentre staff to help them better identify customers in debt, or facing debt, at an earlier stage. Training must provide instruction for callcentre staff to connect customers to the appropriately trained and experienced staff to deal with such customers.
Assistance
There is lots of support available if you're struggling with your energy bills.
But the key thing is to engage with your supplier. Under the CRU's code of conduct, no one is allowed be disconnected if they're actively engaging with their supplier to pay their bills.
You may also be entitled to social welfare support. And services like MABs and the St. Vincent de Paul also provide great support and information.
See our in-depth guide on all the help and support that's available.
But the best way to cope with high energy bills is to switch supplier...
Switch and save
Switching supplier and availing of a new customer discount will reduce your energy costs considerably and help you avoid getting into arrears.
Right now, the average household in Ireland could save over €700 a year if they switch their gas and electricity.
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