Complaints Process

Here at Yuno Energy, you are our number one priority. If, for whatever reason, we have not met your expectations for whatever it may be, we want to hear about it. If you feel we could improve our service, you can let us know through one of the ways below.

Click on the 'Chat Now' button on this page
Email: customercare@yunoenergy.ie
Online: Clicking here to fill in our online form
Call:1800551163

Online

Click Here to submit your formal complaint online.

Telephone

Phone us on: 1800551163

Monday - Friday: 8am - 8pm
Saturday: 9am - 6pm
Sunday: 10am - 6pm

Post

Head Of Customer Service
Yuno Energy
2nd Floor Paramount Court
Corrig Road, Sandyford
Dublin 18
D18 R9C7

If you are making a formal complaint, your complaint will enter the company's formal complaints process, which is outlined below:

On receipt of your complaint. Within 2 working days we will make contact with you regarding the details of your complaint. Our aim is to resolve your complaint to your satisfaction on this call.
If your complaint is of a complex nature and cannot be resolved on the first contact. Your complaint will be escalated to our complaints team for review. Our complaints Team will respond to you within 8 working days.
If your complaint has still not been resolved to your satisfaction following step 2. Your complaint will be escalated to our Head of Customer Service. Your complaint will be fully reviewed and a letter setting out our final position in relation to your complaint will be issued to you within a further 5 working days.
If we have been unable to resolve your issue at this point you are entitled to have your complaint independently reviewed by the Commission for Regulation of Utilities (CRU). They may be contacted using these details: The Customer Care team, Commission for Regulation of Utilities, The Grain House, The Exchange, Belgard Square North, Tallaght, Dublin 24. Email: customercare@cru.ie Tel: 1800 404 404.
View our standard complaints policy here.
Our Customer Service team is always available as your first point of contact should you have any questions or concerns about your Yuno Energy account. The easiest way to make contact with us is to click on the "Online Form". Alternatively, you can call us on 1800551163 or email us at customer.care@yunoenergy.ie. You can also fill in our online webform here.

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Fixed Discount Plan Terms and Conditions

Fixed Discount Tariff Details

24hr Urban	Ex VAT	Inc VAT
24Hr Unit Rate	28.94 cent/kWh	31.55 cent/kWh
Urban Standing Charge	€242.87 Annually	€264.73 Annually
PSO	€0.00 Annually	€0.00 Annually
EAB		€1,589.83

D/N Urban	Ex VAT	Inc VAT
Day Unit Rate	29.50 cent/kWh	32.16 cent/kWh
Night Unit Rate	18.70 cent/kWh	20.38 cent/kWh
Urban Standing Charge	€300.76 Annually	€327.83 Annually
PSO	€0.00 Annually	€0.00 Annually
EAB		€1,490.46

24hr Rural	Ex VAT	Inc VAT
24Hr Unit Rate	28.94 cent/kWh	31.55 cent/kWh
Rural Standing Charge	€295.65 Annually	€322.26 Annually
PSO	€0.00 Annually	€0.00 Annually
EAB		€1,647.36

D/N Rural	Ex VAT	Inc VAT
Day Unit Rate	29.50 cent/kWh	32.16 cent/kWh
Night Unit Rate	18.70 cent/kWh	20.38 cent/kWh
Rural Standing Charge	€362.81 Annually	€395.46 Annually
PSO	€0.00 Annually	€0.00 Annually
EAB		€1558.09

Fixed Discount Plan Valid from 23th November 2023

1. These Product Specific Terms and Conditions

11.1 These Product Specific Terms and Conditions (as amended from time to time) apply specifically to the services associated with the Fixed Discount Plan Tariff (the “Fixed Discount Plan T&Cs”) and are incorporated into the Contract (as defined in the General Terms and Conditions which can be found at www.yunoenergy.ie/termsandconditions), between Yuno Energy (“Yuno Energy” or “we”, “us” or “our”) and a person who agrees to enter into a Contract for the Supply of Energy with us (“Customer” or “you” ).

1.2 In the event of any conflict between these Fixed Discount Plan T&Cs and our General Terms and Conditions these terms will prevail. Any defined terms in these Product Specific T&Cs will have the meaning given to them as defined in the General Terms and Conditions.

1.3 The Contract shall commence on the date that you sign up to Yuno Energy and agree to our General Terms and Conditions and will continue for a period of one (1) calendar year from that date (the "Initial Period").

1.4 The Fixed Discount Plan Tariff will apply for the term specified in clause 1.3, after which point you will be moved to the Yuno Energy Standard Price Plan Tariff.

1.5 Should you terminate the Contract after the 14 day cooling off period but prior to the expiry of the Initial Period or without providing us with the required 30 days advanced notice of your intention to cancel a €50 termination fee will be applied to your account. 1.6 Yuno Energy reserves the right to withdraw the Fixed Discount Plan Tariff without notice at any time prior to the commencement of the contract

1.6 Yuno Energy reserves the right to withdraw the Fixed Discount Plan Tariff without notice at any time prior to the commencement of the contract

1.7 The Unit Rate of the Fixed Discount Plan Tariff is fixed for Initial Period. All other charges are subject to change in accordance with our Standard Terms and Conditions

2. Fixed Discount Plan Offer

2.1This Fixed Discount Plan Tariff is only available to new Yuno Energy electricity customers.

Paperless Tariff

2.2 The Fixed Discount Plan Tariff is a paperless Tariff. To avail of the Fixed Discount Plan Tariff you must download our mobile App and provide us with your correct e-mail address at the time of entering into the Contract in order to receive your Energy Bill. We shall use this email address to notify you that your Energy Bill is available in your App.

2.3 We reserve the right to change your Tariff from the Fixed Discount Plan Tariff to another Tariff or otherwise terminate the Contract, if you:

2.3.1 want to receive paper Energy Bills; or

2.3.2 are unable to download or login into our App; or

2.3.3 do not provide us with a valid up-to-date email address.

Smart Meter

2.4 The Fixed Discount Plan Tariff is dependent on us obtaining your half hourly metering data from ESBN, accordingly if you wish to sign up to the Fixed Discount Plan Tariff you must have a smart Meter installed or consent to its installation when requested to do so by ESBN. Due to applicable industry rules for smart metering once you move to a Fixed Discount Plan Tariff, it is not possible to revert back to a non-smart Tariff.

2.5 If you refuse to allow ESBN to install a smart Meter at your Premises or if you no longer wish to provide ESBN or us with your half hourly smart metering data you will become ineligible to avail of the Fixed Discount Plan Tariff. We reserve the right to move you to a different Tariff or terminate the Contract. If you move to another Tariff we may request a deposit from you.

2.6 If the signal from your smart Meter is not sufficient to support the transfer of half-hourly data to us via ESBN, we will contact you to discuss other suitable Tariffs.

2.7 Consumption insights in your App will only be available 30 days after the installation of a smart Meter.

3. Billing, Charges & Payment

3.1 We will issue your Energy Bill in accordance with the processes set out in Clause 11 of the General Terms and Conditions. In addition to those terms, the following terms apply:

3.1.1 On signing up to the Fixed Discount Plan Tariff, you will be required to make an advanced payment which will be calculated based upon your predicted consumption.

3.1.3 You can choose the date on which you wish to be billed and charged in the App. Your Energy Bill may be issued on the same day that the payment is deducted from your card.

3.1.4 If you do not have an ESBN Smart Meter, you will not receive usage data or daily updates until your ESBN smart Meter has been installed.

3.1.5 You must pay your Energy Bill to the specific payment conditions of your Tariff. If you fail to pay us by an agreed payment date, we reserve the right to change our payment collection date and we will notify you in advance of doing this.

3.1.6 Should you fail to pay by one of the payment methods agreed between us at signup, we may change the frequency of your Energy Bills and. We may also require you to pay a security deposit. We may also charge you any reasonable costs incurred by us in relation to collecting any overdue payments from you.

3.1.7 We reserve the right to move you to another Tariff if you breach the Contract.

Variable Discount Tariff Details

24hr Urban	Ex VAT	Inc VAT
24Hr Unit Rate	30.60cent/kWh	33.35 cent/kWh
Urban Standing Charge	€242.87 Annually	€264.73 Annually
PSO	€0.00 Annually	€0.00 Annually
EAB		€1,665.43

D/N Urban	Ex VAT	Inc VAT
Day Unit Rate	31.85 cent/kWh	34.72 cent/kWh
Night Unit Rate	18.50 cent/kWh	20.17 cent/kWh
Urban Standing Charge	€300.76 Annually	€327.83 Annually
PSO	€0.00 Annually	€0.00 Annually
EAB		€1,553.68

24hr Rural	Ex VAT	Inc VAT
24Hr Unit Rate	30.60cent/kWh	33.35 cent/kWh
Rural Standing Charge	€299.30 Annually	€326.24 Annually
PSO	€0.00 Annually	€0.00 Annually
EAB		€1,726.94

D/N Rural	Ex VAT	Inc VAT
Day Unit Rate	31.85 cent/kWh	34.72 cent/kWh
Night Unit Rate	18.50 cent/kWh	20.17 cent/kWh
Rural Standing Charge	€362.81 Annually	€395.46 Annually
PSO	€0.00 Annually	€0.00 Annually
EAB		€1,621.31

Variable Discount Plan Valid from 9th October 2023

1. These Product Specific Terms and Conditions
1.1 These Product Specific Terms and Conditions (as amended from time to time) apply specifically to the services associated with the Variable Discount Plan Tariff (the “Variable Discount Plan T&Cs”) and are incorporated into the Contract (as defined in the General Terms and Conditions which can be found at www.yunoenergy.ie/termsandconditions), between Yuno Energy (“Yuno Energy” or “we”, “us” or “our”) and a person who agrees to enter into a Contract for the Supply of Energy with us (“Customer” or “you” ).

1.2 In the event of any conflict between these Variable Discount Plan T&Cs and our General Terms and Conditions these terms will prevail. Any defined terms in these Product Specific T&Cs will have the meaning given to them as defined in the General Terms and Conditions.

1.4 The Variable Discount Plan Tariff will apply for the term specified in clause 1.3, after which point you will be moved to the Yuno Energy Standard Price Plan Tariff.

1.6 Yuno Energy reserves the right to withdraw the Variable Discount Plan Tariff without notice at any time prior to the commencement of the contract.
1.7 The unit rate and standing charges are subject to change in accordance with our Standard Terms and Conditions.

2. Variable Discount Plan Offer

2.1This Variable Discount Plan Tariff is only available to new Yuno Energy electricity customers.

Paperless Tariff

2.2 The Variable Discount Plan Tariff is a paperless Tariff. To avail of the Variable Discount Plan Tariff you must download our mobile App and provide us with your correct e-mail address at the time of entering into the Contract in order to receive your Energy Bill. We shall use this email address to notify you that your Energy Bill is available in your App.

2.3 We reserve the right to change your Tariff from the Variable Discount Plan Tariff to another Tariff or otherwise terminate the Contract, if you:

2.3.1 want to receive paper Energy Bills; or

2.3.2 are unable to download or login into our App; or

2.3.3 do not provide us with a valid up-to-date email address.

Smart Meter

2.4 The Variable Discount Plan Tariff is dependent on us obtaining your half hourly metering data from ESBN, accordingly if you wish to sign up to the Variable Discount Plan Tariff you must have a smart Meter installed or consent to its installation when requested to do so by ESBN. Due to applicable industry rules for smart metering once you move to a Variable Discount Plan Tariff, it is not possible to revert back to a non-smart Tariff.

2.5 If you refuse to allow ESBN to install a smart Meter at your Premises or if you no longer wish to provide ESBN or us with your half hourly smart metering data you will become ineligible to avail of the Variable Discount Plan Tariff. We reserve the right to move you to a different Tariff or terminate the Contract. If you move to another Tariff we may request a deposit from you.