Energy provider had continued to accept sign-ups despite being unable to process new accounts

The company has informed customers that it has paused processing of new accounts from October 17 to October 27 inclusive while it updates its systems.

It won’t start processing new accounts until October 28. But new accounts might not even be processed then.

Flogas said it temporarily paused processing new account applications to implement an upgrade to its core systems which it said will enhance service and overall customer experience.

“All customers – both existing and new were informed via a letter. Flogas has informed the Commission for Regulation of Utilities (CRU) and is managing the transition to ensure minimal disruption,” said Flogas.

Customers have been told orders affected by the delay will be processed from Tuesday, October 28.

An email to a new customer seen by the Irish Independent said: “We’re currently upgrading our customer systems to serve you better in the months ahead. It’s a big step forward for us, and while we’re making these improvements, order processing will pause for a short period, from 17 to 27 October.”

However, Flogas, part of the Irish stock market-listed giant DCC, was still letting new customers switch to the provider after October 17, without informing them of the processing delay.

In at least some cases, switchers weren’t informed of the delay until days after they signed up to the provider, after they’d been given their expected switch over date to a new tariff.

It means they may have been basing their energy use on their new Flogas plan, having believed they were already moved over to the company from their previous energy provider.

The Commission for Regulation of Utilities (CRU) was not in a position to respond before publication

The most recent data from the CRU shows that 40,820 customers switched electricity provider in Ireland in July this year, an 18.3pc increase on the same month in 2024. A further 12,170 customers changed gas provider, which was 16.8pc more than in July 2024.

The data includes switching by domestic and business customers.

Flogas gained a net 434 switchers during July, while Bord Gais Energy gained 1,986. SSE Airtricity lost a net 1,873, while Energia gained 4,178. Electric Ireland saw a net loss of 6,268.

“Switching supplier is the best way to save money on your gas and electricity bills,” notes the CRU.