Exceptions to Guarantees

Sometimes, it can happen that exceptional circumstances prevent us from meeting your service request. Examples are where we cannot obtain access to your house or premises, major disruption to supplies, action by third parties (such as vandalism), risks to safety or where action could cause ESB to break the law.

While we cannot offer guarantees in these cases we will always make every effort to give the best possible service.

Any payments made under this Charter are ex gratia payments made by ESB for failure to meet the high service standards which we have set ourselves. Any payments are made without any admission of legal liability on the part of ESB. In the case of any conflict between the Customer Charter and ESB Conditions of Connection, the Conditions of Connection shall prevail.

Customer Telephone Surveys:

ESB Networks is committed to providing a top quality, reliable electricity service. To get feedback on our performance we engage professional external market research agencies to work with us and undertake telephone surveys on our behalf. Strict data protection guidelines apply which ensure that customer privacy and personal information is fully protected. We greatly appreciate getting your feedback. However, if you are contacted and you wish to opt out, please make this known to the call agent or to our Contact Centre (Ph. 1850 372 757) and you will not be contacted in the future.