Make a business complaint
Know how to contact us to make a complaint.
At Irish Water, we are committed to delivering the highest standard of customer service. However, we understand that sometimes things can go wrong. We will do everything we possibly can to resolve your issue as quickly as possible.
If you would like to know more about how we manage complaints, see our Business Customer Codes of Practice.
How to make a complaint
There are 5 ways you can contact us to make a complaint:
General complaints: email@example.com
Water Service complaints: firstname.lastname@example.org
Contact our Customer Support Team on 0818 778 778
Write to us at:
PO Box 860,
South City Delivery Office,
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).
Lodge your complaint
When lodging a complaint with us, please provide the following information:
- telephone number
- details of the incident or issue, including:
- dates (where appropriate)
- reference or account numbers
- information or documentation you think would help us understand and investigate your complaint further
- what you would like Irish Water to do to make things right.
How we will respond
We aim to resolve your complaint immediately. If this is not possible, we, or our customer service advisors will contact you within 5 working days with a resolution or an outline 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 document all complaints. We always record your phone number, contact details and a summary of your complaint. Our customer service advisor will give you a reference number.
If a site visit is needed, 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
If you are not happy with our response or the way a complaint 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 and addressed to:
Customer Service Manager
PO Box 860
South City Delivery Office
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). 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 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
Belgard Square North
Dublin 24, D24PXW0
If your unresolved complaint is about water quality or pollution incidents, contact the Environmental Protection Agency at:
Environmental Protection Agency
PO Box 3000
Johnstown Castle Estate
Telephone: (053) 916 0600