Customer Queries and Complaints
If you have a Query
It may arise from time to time that you need to contact us to get information on some matter or to query correspondence which you may have received from us. We are always happy to help and we are committed to meeting our target to issue the responses to 95% of queries within two working days.
If you have a query, you can:- phone CallSave 1850 372 757
- email: esbnetworks@esb.ie
- write to your local ESB Networks office
If you have a Complaint
In spite of our best efforts to provide a high quality service at all times, there may be occasions when the service provided does not meet the high standards that we set out for ourselves or that you as a customer might reasonably expect. It is always our intention to deliver a high standard of service to our customers. If, however, you feel that we have not performed to your satisfaction, we are happy to investigate the matter with the aim of quickly finding a resolution.
We value customer feedback as an important contributor to our objective to continuously improve customer service. To assist in this we have a well established procedure for handling feedback and complaints from customers. Our target is to resolve 92% of complaints within five working days.
In a particular situation where you wish to make a complaint you can:- phone 1850 372 757 to discuss your complaint with a customer service representative who will make every effort to resolve the matter. If it cannot be resolved there and then, your complaint will be referred on to your local ESB Networks office and they will arrange for you to be contacted.
- write directly to your local ESB Networks offfice
- alternatively, email: esbnetworks.complaints@esb.ie
Note: If your complaint relates to electricity supply outages, new electricity connections, a voltage problem, quality of work or metering, you should contact us in ESB Networks. However, if your complaint relates to billing or payment issues, please make contact with, or visit the website of, your electricity supplier for details as your supplier will deal with all complaints of this nature.
To help us resolve your complaint as quickly as possible please give us as much information as you can when you call or email - such as your Electricity MPRN reference (shown on your electricity bill as M 10 ....), times and dates of contacts, appointments with ESB Networks and, if relevant, details of missed appointments, etc.
Our Complaints Procedure
We have established simple and effective complaint procedures so that problems can be resolved quickly and efficiently and to your satisfaction. These procedures apply to all ESB Networks' customers and involve between one and three steps as follows:
| Step 1: |
The first thing you need to establish is whether or not your complaint can be addressed by ESB Networks, i.e. does it relate to a new ESB Networks' connection, an interruption in your supply, a voltage problem, a problem with electricity meter reading etc.? If it does, you will need to contact ESB Networks. You can contact us by phoning 1850 372 757 or Email: esbnetworks.complaints@esb.ie. To help us resolve your complaint as quickly as possible please give us as much information as you can when you call or email - such as your Electricity MPRN reference (shown on your electricity bill as M 10....), times and dates of contacts, appointments with ESB Networks and, if relevant, details of missed appointments, etc. Our customer service agent will make every effort to resolve the matter there and then and if unable to resolve it will refer it on to your local ESB Networks' office. Re complaints relating to your electricity (usage) bill:If you have a loss of supply or any other service requirement, you can contact ESB Networks as follows:
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| Step 2: |
If you are not satisfied with the response from our ESB Networks' Customer Contact Centre, you can write to our Complaints' Facilitator at this address; |
| Step 3 | If, after completing steps 1 and 2 above, your complaint still has not been resolved by ESB Networks to your satisfaction, you can refer the matter for a decision to the Customer Care Team, Commission for Energy Regulation (CER) at the following address: Energy Customer Team, Commission for Energy Regulation, PO Box 11934, Dublin 24. Online: www.energycustomers.ie e-mail:energycustomers@cer.ie Tel: 1890 404 404 |