Make a domestic complaint

At Uisce Éireann, we are committed to delivering the highest standard of customer service. However, we understand that sometimes things can go wrong. We are committed to doing everything we possibly can to resolve your issue as quickly as possible. If you are unhappy with any part of our service please let us know. We will do everything we can to resolve the matter as efficiently and as fairly as possible.

We accept complaints from a recognised agency or third party, who are confirmed as acting on your behalf.

If you would like to know more about how we manage complaints, see our Domestic Code of Practice on Complaint Handling.

There are five ways you can contact us to make a complaint:

• By email: You can email your complaint to us as follows:
  General or Operational complaints: Please email us at operations@water.ie
  Water Service complaints: Please email us at operations@water.ie
• By phone: Contact our Customer Support Team on 0818 778 778
• By post: You can write to us at: Uisce Éireann PO Box 860 South City Delivery Office Cork City
• Twitter: You can tweet us at @IWCare
• Text into voice/ voice into text calls: 1800 378 378 for hearing impaired customers (Minicom users should also continue to use this number)

When lodging a complaint with us, please provide the following information:

• Your name
• Property address;
• Telephone number;
• Details of the incident or issue, including:
• dates (where appropriate);
• reference or account numbers;
• any information or documentation you believe would assist us to
• understand and investigate your complaint further;
• what you would like Uisce Éireann to do to make things right.

We aim to resolve your complaint immediately. If this is not possible, we, or our customer service advisors will contact you within five working days with a resolution or an outline plan of the steps we need to take to achieve a satisfactory resolution to your complaint, under normal conditions. We will also give you an update on your complaint on or before the 10th working day, if it has not already been resolved. We will document all complaints. We will always record your phone number, contact details and a summary of your complaint. Our customer service advisor will give you a reference number as a future point of contact.

If a site visit is required, it will be arranged within a reasonable timeframe.

We will issue a final decision to your complaint within two months from when you registered your complaint, and provide reasons for our decision. In order to achieve this, we will need you to engage with us during the investigation

In the event that you are not happy with our response to a complaint or the way it was handled, you may request the decision to be escalated and reviewed. In order to do this, your complaint must be put in writing to Uisce Éireann by contacting:

Customer Service Manager
Uisce Éireann
PO Box 860
South City Delivery Office
Cork City
or
email: operations@water.ie

The decision will be reviewed and a response provided within 10 working days (unless a site visit/operational works is required and in these instances we will advise you of why these instances may take longer and agree with you of the likely timeframe). Following this review (which must be in writing as set out above), if you are not satisfied, you may escalate your response to the Commission for Regulation of Utilities.

If you feel your complaint has not been dealt with to your satisfaction, you can escalate your complaint to the Commission for Regulation of Utilities (CRU). They can assist you once you have provided Uisce Éireann the opportunity to resolve the matter in line with our complaint handling procedures. We will issue a response to your complaint in writing, telling you we have closed your complaint and we will give you details for the CRU Customer Care Team for an independent review.

You can contact the Commission for Regulation of Utilities at:

Customer Care Team
The Commission for Regulation of Utilities
Grain House
The Exchange
Belgard Square North
Dublin 24, D24PXW0

Telephone: 1800 404 404
Fax: (01) 4000 850
Email: customercare@cru.ie
Web: www.cru.ie/home/customer-care/water/

If your unresolved complaint is about water quality or pollution incidents, you should contact the Environmental Protection Agency at:

Environmental Protection Agency
PO Box 3000
Johnstown Castle Estate
Wexford

Telephone: (053) 916 0600
Web: www.epa.ie/enforcement/report