Published Date: 03 Oct 2022

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Compliance Investigations – Water

The CRU publishes Customers Handbooks, which set out the minimum standards Irish Water must
fulfil when dealing with customers. In line with these Handbooks, Irish Water is required to prepare
a suite of Codes of Practice for CRU approval. The CRU conducts investigations to assess Irish
Water’s compliance with its obligations set out in its Codes of Practice.

The CRU has today, 3rd October 2022, published an information note on its findings in relation to
two investigations concerning Irish Water. These investigations were opened following water quality
incidents that took place at Cavanhill Public Water Supply (PWS) and Gorey Regional Creagh

The findings highlight an inconsistent and unclear approach to contact handling, which can make it
difficult for customers’ complaints to be registered. The CRU also identified problems with Irish
Water’s communication with customers impacted by water quality incidents.

The CRU is of the opinion that improvements are required in Irish Water’s contact categorisation
and resolution process and has therefore required Irish Water to conduct a review of its contact handling and categorisation processes, from receipt to resolution, against comparable water utilities
to identify best practice and potential improvements in its processes

Contact Name:
Emer Gerrard
Contact Email:



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CRU21128 Bailieborough PWS investigation - Information Paper