If you have complained to your supplier/network or Uisce Éireann and are not happy with the outcome, you can bring your complaint to the CRU.

Start your complaint

You can do this online, using our complaint form.Or, you can download the form and send it to us by email or post.<ul><li data-block-key="2v1ul"><a href="/documents/27396/CRU-Energy-Complaint-Form-2022-Word-Version_3.docx">CRU Energy Complaint Form - Word</a></li><li data-block-key="8n01m"><a href="/documents/27397/CRU-Energy-Complaint-Form-2022-PDF.pdf">CRU Energy Complaint Form - PDF</a></li><li data-block-key="d0dh5"><a href="/documents/27929/Uisce_%C3%89ireann_Complaint_Form.docx">CRU Water Complaint Form - Word</a></li><li data-block-key="5egeb"><a href="/documents/27930/Uisce_%C3%89ireann_Complaint_Form_003.pdf">CRU Water Complaint Form -PDF</a></li></ul>By email: <a href="mailto:customercare@cru.ie">customercare@cru.ie</a>By post: The Customer Care Team, The Grain House, The Exchange, Belgard Square North, Tallaght, D24 PXW0.

Step 1: Submit complaint

When we receive your complaint, we contact the supplier or network operator you are complaining about. We check that your complaint has completed their complaint handling process. Once that is confirmed we ask them for a report on their handling of the complaint.When the check is done we contact you to say that your complaint has been accepted and give you a unique reference number. Please use this in all correspondence with us. If you have not completed the complaints handling process, we will:<ul><li data-block-key="9b06">refer you back to the company</li><li data-block-key="4l8b2">advise how you should log a complaint with them</li></ul><h4 data-block-key="5033u">Timeline</h4>It may take up to 5 working days to respond to your complaint as we need to carry out this check

Step 2 - CRU check

When we receive the report from the supplier or network operator, we will send the complete report to you. We will ask you to review the report and respond to us with any comments. You can tell us if you disagree with anything in the report. You can also send us further information as part of your complaint.<h4 data-block-key="dqde8">Timeline</h4>It normally takes 10–15 working days after we acknowledge your complaint to send on the report. We will give you a further 10 working days to come back to us with comments or additional information.

Step 3 - Comment on the report

Once we have gathered the information from both sides, we assign the complaint file to one of our investigating officers. They will then review all of the information provided. The investigating officer will contact you or the supplier if they need further information or clarity on particular points.<h4 data-block-key="984o7">Timeline</h4>The length of time needed for the investigation depends on:<ul><li data-block-key="ft2pq">the complexity of your case</li><li data-block-key="1ttn9">the number of cases that the Customer Care Team is handling at the time</li></ul>

Step 4 - CRU investigation

When the agent has completed their investigation of the complaint, they will draft and send you a proposed decision. This proposed decision sets out the CRU&#x27;s findings and the proposed resolution. The document may contain:<ul><li data-block-key="9tp6r">The proposed amount of compensation, if the investigating agent believes this is warranted</li><li data-block-key="d44a4">Any instructions that the CRU has for the company in order to resolve the issue</li></ul><h4 data-block-key="ec7jr">Timeline</h4>The proposed decision is sent to the customer and the company. Both are given 10 working days to respond to the CRU with any comments about the proposed decision. This is the final chance to submit any arguments or information.

Step 5 - Proposed decision

Any responses to the proposed decision will be considered. The CRU will then issue a final decision on the complaint. The decision may include details of any compensation to be awarded or any directions to be given in order to resolve the issue. If the CRU awards compensation, the supplier or network operator must pay the customer in 14 days or within one billing period, if it is in the form of credit to the customer&#x27;s account.<h4 data-block-key="ivsu">Timeline</h4>We aim to issue final decisions within 90 days of receiving a customer&#x27;s completed complaint form. However, this timeframe can vary depending on:<ul><li data-block-key="654qc">the technical complexity of the case</li><li data-block-key="b2osj">the number of cases that the Customer Care Team is handling at the time</li></ul>

Step 6 - Final decision

The final decisions on complaints made by the CRU are not subject to appeal.Any decisions that are made by the CRU for payment of compensation, refunds or charter payments are binding on the supplier or network operator. Any instructions for remedial actions included in a final decision are also binding on them.If you are not happy with the CRU&#x27;s findings on any complaint, then you are free to take your complaint to another forum. The Courts or the Small Claims Court may take the matter further for you.

Appeals

Learn More

The CRU provides a free complaint resolution service for customers who have submitted a complaint to their supplier, network operator or Uisce Éireann and are unhappy with the outcome.

Complain to the CRU

We deal with all complaints as quickly as possible and provide you with an outcome that is clear and easy to understand.

Tips for submitting your complaint

How it works

Need to complain to your supplier before submitting a complaint to us?