Dr. Paul McGowan:

Deputy John O'Mahony mentioned a couple of matters, including our helpline and fracking. We operate an Internet service at energycustomers.ie, a straightforward, plain-English, user-friendly site. We also operate a lo-call number that energy customers can use to contact us. Typically, we receive queries, general complaints about prices or other issues and complex complaints from people who have serious issues with their network operator or supplier. We receive calls, faxes, letters and e-mails. When we receive a query, we try to assist the customer directly. If it involves the customer's supplier, or if we consider he or she is having difficulty with his or her bill, we direct him or her to his or her supplier, in the first instance, or the Money Advice and Budgeting Service or the Society of St. Vincent de Paul. We always encourage customers to deal with their suppliers first. Each supplier has a process that must be followed when dealing with customers who are in financial difficulty. The first thing we do when a complaint is made about a supplier or network operator is ask the customer to go through the complaints process of his or her supplier. It is important for the customer to try to seek a resolution with his or her supplier because suppliers typically try to resolve complaints.