Provision of Customer Contact Management Services

Tender description

The CRU is Ireland’s independent energy and water regulator. The CRU was originally established as the Commission for Electricity Regulation in 1999. The powers and function of the CRU have expanded over time and the organisation is now known as the CRU to better reflect our role. The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water. The CRU’s mission is to protect the public interest in Water, Energy and Energy Safety. The work of the CRU impacts every Irish home and business, by ensuring safe, secure and sustainable energy and water supplies at a reasonable cost. The sectors we regulate underpin Irish economic competitiveness, investment and growth, while also contributing to our international obligations to address climate change. Under the European Communities (Internal Market in Electricity and Gas) (Consumer Protection) Regulations 2011 (SI 463 of 2011) and the Water Services Act 2014, the CRU has a statutory duty to provide a single point of contact for all energy and water related customer queries/information requests, and to provide a dispute resolution/complaint service for any customer with an unresolved complaint against an energy supplier, energy network operator or Irish Water. The CRU’s Customer Care Team (“CCT”) is the team that fulfils this role and assists household and small business customers who have questions or complaints in relation to energy or water utilities. The team at all times strives to provide customers with helpful and accurate information. The CCT also has an important role in gathering information from customers about their experiences with energy suppliers, network operators and Irish Water. The CCT use this valuable information to provide feedback to the relevant divisions within the CRU; this helps CRU to feed the customers’ views into the development of policies that address the issues raised by customers and improves customer protection.