What are the Irish Water Codes of Practice and Customer Charter?

Under the Customer Handbook, Irish Water was required to prepare the following documents which outline our customer service standards:

• Customer Charter (domestic customers only) - The Customer Charter outlines the guaranteed service standards customers should expect to receive when dealing with us. If we fail to meet any of these, you will be entitled to a payment of €10
• Communications - This Code of Practice outlines how we will support the establishment of efficient and effective communications between our customers and Irish Water
• Metering - This Code of Practice is to inform and protect customers who are having, or have, a water meter installed in their home
• Billing - This Code of Practice explains the bills we send you for Water Services
• Vulnerable Customer (domestic customers only) - This Code of Practice informs our vulnerable customers how we plan to respond to their needs when using Water Services. For example, where water in an area is determined to be unfit for human consumption, we will contact priority services customers directly
• Network Operations - This Code of Practice outlines how you can access information on connecting to the Water Services network and the networks to which you are connected
• Complaints Handling - This Code of Practice gives information and advice on how you can make a complaint to us, and how you can expect us to respond to your complaint
• Terms and Conditions for Water Services (domestic customers only)

These documents have been approved by the Commission for Regulation of Utilities (CRU) and are currently in force. They are available on the Irish Water website at www.water.ie/our-customer-commitment.