How do I make a complaint?

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

  • By email: You can email your complaint to us as follows:
    General complaints: Please email us at business@water.ie
    Water Service complaints: Please email us at operations@water.ie
  • By phone: Contact our Customer Support Team on 1850 778 778
  • By post: You can write to us at:
    Irish Water,
    PO Box 860,
    South City Delivery Office,
    Cork City
  • Twitter: You can tweet us at @IWCare
  • Minicom: 1890 378 378 (for hearing impaired customers with their own minicom equipment)

Lodging your complaint

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 Irish Water to do to make things right.

How we will respond to your complaint

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 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

If you would like further 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 Irish Water by contacting:

Customer Service Manager
Irish Water
PO Box 860
South City Delivery Office
Cork City

or
email: customerservice@water.ie

The decision will be reviewed and a response provided within 10 working days. 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.

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 Irish Water 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
PO Box 11934
Dublin 24

Telephone: 1890 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

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