If you experience an issue with Irish Water, you should contact them and if you are not happy with their response, you should log a formal complaint with them.

Below is information on what you should expect when you do log a complaint. There is also information about what to do if you are not happy with the outcome of the complaint handling process, or if your complaint is not handled within a reasonable timeframe.

Ways to Log a Complaint

You can make a complaint with Irish Water in any of the following ways:

Post: Irish Water, PO Box 860, South City Delivery Office, Cork City

Web: www.water.ie

Email: operations@water.ie (for operational issues)

                  newconnections@water.ie (for connection issues)

                  business@water.ie (for business customers)

Twitter: @IWCare

Telephone: Callsave 1850 278 278 or +353 1 707 2828 (lines open 24/7)

       Business Customers: Callsave 1850 778 778 or +353 1 707 2827 (Mon - Fri 9am - 5:30pm)

Minicom: 1890 378 378 (for hearing impaired customers with their own minicom equipment)

Tips When Making a Complaint

Before you make a complaint, there are a few things you should do to make sure you get the outcome that you want. Here are our recommendations on what to do:

  • Have an idea of what outcome you want and how you want to put forward your argument.
  • Gather any information you need including bills, letters, account details, notes of previous conversations and any other relevant documents.
  • Do not send originals of related documents. Send a copy and retain the original.
  • Try to remain calm when putting your case forward.
  • Keep a record of any documents and make notes of any conversation including details of the name and title of the person you spoke to, the date of the call and any commitments or agreements that person makes including promises to call you back.
  • Always ask for a complaint reference number.

What to Expect

The CRU has an important role in regulating Irish Water. One of the key ways we protect customers is by putting in place a “rulebook’ for how Irish Water must deal with customers. One of the areas covered is in relation to how Irish Water handle customer complaints.

Irish Water are required to publish a Code of Practice on Complaint Handling. The Code sets out the process for customers to use when they are experiencing difficulties. In order to know your rights, you should review Irish Water’s Code of Practice on Complaint Handling. This will ensure you know what standard of service you are entitled to when you have any dealings with them.

Irish Water publish their Codes of Practice on their website or you can contact them directly to ask for a copy. There is more information on Irish Water’s Codes of Practice in the Customer Protection page of our website.

Timelines

Included in Irish Waters Code of Practice on Complaint Handling are the timelines for the resolution of customer complaints.

Generally Irish Water aim to resolve your complaint immediately. If this is not possible, they have committed to contacting you within five working days with a resolution or an outline plan of the steps they need to take to achieve a satisfactory resolution to your complaint. However, in some cases, particularly if it is a complex or technical matter it may take longer.

The complaints process should lead to a final answer issuing to the customer within two months, except in cases where the customer is not engaging or there are technical reasons that require a longer period. In such instances Irish Water must tell you the expected timeline.

Still Not Happy?

If you have completed Irish Water’s full complaint handling process and remain unhappy, you can bring your complaint to the CRU. Details of the CRU’s process and how to log a complaint with us can be found here