ERSE publishes reports on Commercial Quality of Service 2025
15/10/2026
ERSE – the Energy Services Regulatory Authority – has published the reports “Commercial Quality of Service in the Electricity and Gas Sectors 2025 – Customer service, requests for information and complaints” and “Local and remote services”.
ERSE’s analysis assesses the quality of commercial service in the electricity and gas sectors and evaluates compliance with the Service Quality Regulation by regulated entities.
Commercial quality of service thus sets the standards of service provided by electricity and gas companies to customers, covering areas such as: customer service channels; procedures for starting or terminating supply (activation or deactivation); meter readings; responses to faults and emergencies; actions at the customer’s premises (changes to power rating, meter replacement, etc.); restoration of supply following an interruption attributable to the customer (usually non-payment), and handling of complaints.
The key indicators for 2025 show that 96 per cent of customers have access to in-person customer service, and the majority of service centres perform well in terms of waiting times.
In terms of telephone support, 78% of calls to energy suppliers were answered in under 60 seconds, a figure that remains below the regulatory standard (85%), meaning that some customers experienced longer waiting times than desired.
The use of smart grids enabled 98.5 per cent of remote services to be provided within the timeframes set by ERSE.
Complaints were dealt with promptly in 94 per cent of cases, with an average response time of 6 working days.
Also noteworthy in 2025 is the amount of compensation paid for breaches of individual regulatory obligations. Customers received approximately 1.6 million euros in compensation from network operators, representing a decrease of approximately 400,000 euros compared with 2024.
To promote community participation in energy regulation and broaden access to information, ERSE also published an ERSExplica, which summarises the key indicators of commercial service quality in the electricity and gas sectors. This information is aimed at non-specialist audiences, namely domestic consumers.
Access the report “Local and remote services”
Access the ERSExplica report on the Quality of Commercial Service 2025
