At Irish Water, we are committed to ensuring that you, our customers, are at the heart of all our business activities.
If you are unhappy with any part of our service, we encourage you to let us know and we will do everything we can to resolve the matter as efficiently and as fairly as possible.

How to make a complaint to Irish Water
If you are unhappy with any service or contact with us, please let us know and we will do our best to rectify the issue as quickly as possible. Complaints can be submitted to us in any of the following ways:

For billing and general
complaints

Telephone: Please call us on LoCall 1850 448 448 or +353 1 707 2827 - our lines are open 9am-5.30pm Monday to Friday.

Email: customerservice@water.ie

Post: Customer Complaints Team,
Irish Water,
PO Box 860,
South City Delivery Office,
Cork City.

Twitter: @IWCare

For operational and metering complaints

Telephone: Please call us on LoCall 1850 278 278 or +353 1 707 2828 – our lines are open 24 hours a day, 7 days a week.

Email: operations@water.ie

Post: Customer Complaints Team,
Irish Water,
PO Box 860,
South City Delivery Office,
Cork City.

Twitter: @IWCare

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

Our complaints process in detail

Step 1: When you submit a complaint, our aim is to respond to you within 5 working days with a resolution or an outline plan of the steps required to achieve a resolution to your complaint. A final decision on your complaint will be issued to you within 2 months from when you first submit the complaint.

Step 2In 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. To do this, your complaint must be put in writing to Irish Water (if not previously done so) and the complaint can be sent to us by email or by post using the contact details below. The escalated complaint will be reviewed and we will respond to you within 10 working days.

By email: 
- For household billing and general complaints: customerservice@water.ie
Please use the email subject title: FAO Customer Service Manager (Complaints)

- For operational and metering complaints: operations@water.ie
Please use the email subject title: FAO Customer Service Manager (Complaints)

By post:
Customer Services Manager, Customer Complaints, Irish Water, PO Box 860, South City Delivery Office, Cork City

Step 3: Following a review of the escalated complaint, if you are not satisfied with the outcome, you can escalate your complaint further to the Commission for Regulation of Utilities (CRU) who may assist you once you have provided Irish Water with the opportunity to resolve the matter in line with our complaint handling procedures.

If your complaint is in relation to water quality or pollution incidents, you can escalate your complaint to the Environmental Protection Agency (EPA) who may assist you once you have provided Irish Water with the opportunity to resolve the matter in line with our complaint handling procedures.

For more information on our complaint handling processes, please view our Complaint Handling Code of Practice.

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