If an energy bill has got ahead of you, the most useful thing to know is that suppliers in Ireland have rules to follow before they can disconnect a household. The Commission for Regulation of Utilities (CRU) publishes those rules, and on 12 October 2026 it added further protections for the coming winter. Here is what they say, in plain language.
Step one: talk to your supplier
The CRU’s advice is simple: contact your supplier first. It says suppliers have trained staff in place to listen to your situation. Under the rules, suppliers must offer options to help you avoid disconnection. These may include:
- a payment plan
- involving a money adviser such as MABS, a recognised charity, or another third party
- a prepayment meter or budget controller (see our guide to prepay meters)
Calling before you miss a payment gives you more room than calling after. The CRU’s Energy Engage Code, a supplier-led code for domestic electricity and gas customers, says suppliers will not disconnect you while you are engaging with them.
How repayment plans work
Repayment arrangements must take your ability to pay into account, and your supplier has to confirm the plan is manageable. You must also be told that a plan can be extended to 18 months, or longer if the supplier chooses. If you prefer to clear the debt sooner, you can. Any lump sum a supplier asks for as part of a plan must also consider what you can afford.
What suppliers must do before disconnection
According to the CRU, a supplier cannot simply switch you off:
- It must make at least 4 contacts with you before requesting disconnection for non-payment.
- The request goes to the network operator and requires a letter sent at least 10 working days before the disconnection.
- A disconnection request for a household customer cannot be processed until that 10 working day period has expired.
If you receive such a letter, treat it as a deadline to call your supplier and, if you want help negotiating, MABS.
What is new for winter 2026/27
On 12 October 2026 the CRU published additional winter protections that it says come into immediate effect. For households in difficulty, the main points are:
- Special services customers (a category of vulnerable customer) have a five-month disconnection moratorium, and critical services customers have full protection.
- Repayment plans must reflect what the customer can afford, upfront payments are optional, and customers get at least 18 months to repay.
- Suppliers must provide trained staff and dedicated support contacts, and should try practical solutions of their own before referring customers to MABS or St Vincent de Paul.
- Suppliers must promote the vulnerable customer register by SMS, email and on their websites by 4 December 2026.
- Suppliers must give at least 30 days’ notice of tariff increases.
- Customers with financial hardship meters must be placed on their lowest-cost tariff.
The CRU’s October 2026 page does not set out a general moratorium for all households or its dates, so don’t assume one applies to you. Check with your supplier.
Other help worth checking
The CRU lists three other places to look:
- Exceptional Needs Payment: a single, once-off payment from the Department of Social Protection for essential, exceptional expenses you could not reasonably meet from weekly income.
- MABS: the State’s free money advice service for problem debt, on 0818 07 2000, Monday to Friday, 9am to 8pm.
- The Household Benefits Package: some customers may get help with electricity or gas bills (see our explainer).
If you are on a low income, also check whether you qualify for the Fuel Allowance, and once the immediate pressure is off, look at ways to reduce your electricity bill and whether switching supplier makes sense.
Before you call
Have your latest bill, your account number and a rough monthly budget in front of you, and write down what is agreed. This article is general information, not personal financial or legal advice, and the CRU’s rules can change, so check the CRU pages above or ask your supplier or MABS about your own case.
