Customer Service

Our Commitment To Customer Service

With a countrywide staff of more than 3,000 people, we always aim to respond to the needs of our customers when delivering our services and to conduct our business with the highest levels of integrity. We strive to provide our services to a high standard of quality and in a timely fashion to meet customers' requirements. In this context, we are committed to making service excellence the hallmark of all aspects of our dealings with you.

As a customer you will interact with ESB Networks' staff when:

  1. You apply for a connection to the electricity network.
  2. You call to report an electricity fault outage.
  3. A meter reader calls to your home or premises.
  4. You make a query regarding your meter installation.
  5. You make a query relating to your power quality.
  6. You request us to make alterations to existing overhead or underground network.
  7. We contact you to arrange access to your land.

We are currently implementing a programme of continuous improvement which is based on our five year Customer Service Improvement Plan
(2006 -'10).

We have set ourselves challenging targets for improvement in the following areas:

  • Telephone response to customers
  • Reduction in supply outages
  • Quick resolution of customer queries and complaints
  • Meeting twelve service guarantees in our Customer Charter

Customers on the Special Services Register

ESB Networks is particularly conscious of the requirements of customers who have special medical needs (e.g. customers relying on electrically powered life support equipment).

If you are a customer with special medical needs and rely on electrically powered equipment, it is very important that your details are recorded on the Special Services Register. For further details you should make contact with your Supplier to check if you are already registered correctly or, if not, to get details about the registration process.

We always aim to minimise, wherever possible, any inconvenience which may arise as a result of interruptions to the electricity supply.

Customer Charter

ESB Networks' Customer Charter
Our commitment to you, our customer, is to provide you with services in an efficient manner and to the highest standard. This commitment is reflected in the 12 service performance guarantees outlined in our Networks Customer Charter. Please contact us if you are not satisfied that we have delivered our service in accordance with these guidelines.

If you experience a loss of electricity supply......

We commit a lot of effort to building, operating and maintaining electricity networks countrywide in order to ensure that your electricity supply is as reliable as possible. Loss of supply to your home or business can occasionally arise and this may be as a result of one of the following:

  1. A fault which occurs on the electricity network: faults are relatively infrequent during normal conditions but frequently arise during severe storms. On rare occasions, a fault in a large switching station may affect customers over a wide area.
  2. A planned interruption to your supply to facilitate essential works on the network. Planned interruptions are necessary when it is not possible or safe to carry out work on a live section of network. You will be notified in advance by postcard on all occasions except where emergency repairs are necessary or public safety demands it.
  3. An electrical fault within your own home or premises. You need to check that your circuit breakers have not tripped (or that your fuses have not blown). On occasion, the main ESB Networks' fuse in your home or premises may have blown (usually due to overloading within your premises) and in such a case you must report it to ESB Networks.

In all cases we recommend that you firstly check the situation in your locality i.e. are your neighbours also without power or is the nearby street lighting not working? If either of these is the case, it will indicate that the problem is probably on our network.

If you wish to report a loss of supply to your premises or to enquire about the likely time of electricity supply restoration:

CallsaveCallSave: 1850 372 999

(Please have your MPRN reference to hand if at all possible. This appears on your electricity bill as M 10.......).

Note: Whenever possible, this service will quickly provide the caller with details of existing faults causing loss of supply and the estimated restoration times. If necessary, the caller can also choose to speak to a customer service agent.

How to make a query
How to make a complaint

PDF Format: To view, download or print a pdf document you will need the Adobe Acrobat Reader plug-in installed on your computer. You may download the reader by clicking on the Get Acrobat Reader image.

Problems: If you encounter problems when downloading a pdf document please right click your mouse when on the link and choose the option "Save Target As...". This will allow you to save the document to your PC.

        Emergencies

For emergency calls related
to supply failures, damage to
networks, dangerous
situations eg fallen power
lines
  • CallSave:
    1850 372 999
(24hrs/7Days)

Our Services

Please call this number for queries relating to new
network connections,
increased connection capacity, meter relocation. alterations to lines/cables, voltage problems, power quality queries.
  • CallSave:
    1850 372 757
(8a.m. - 8p.m., Mon-Sat.)

Queries/Complaints

Our aim is to provide excellent customer service at all times.
If you have a query or wish to make a complaint, please contact us.
  • CallSave:
    1850 372 757
(8a.m. - 8p.m., Mon-Sat.)

Email:
esbnetworks.complaints
@esb.ie