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 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

PWS.

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