ESB Complaints Procedure

How to Make a Complaint?

You must first try to resolve your complaint with the electricity utility concerned. You can do this either by writing to the company or by calling customer services and discussing your complaint with a representative. 

What is the Nature of the Complaint?

(1)  If your complaint relates to outages, new supply connections, voltage queries, quality of work or metering, please contact ESB Networks  

ESB Networks
Customer Relations Manager
Leopardstown Road
Foxrock
Dublin 18

Tel: 1850 372 757 or email: esbnetworks@esb.ie
 

(2)  If your complaint relates to billing, payment issues or transferring accounts please contact:

• For Residential Customers: 
  ESB’s National Customer Contact Centre, Tel: 1850 372 372 or email customer complaints 
  For more detailed infromation on making a complaint please visit ESB's website.
  
  
• For Business Customers: 
  ESB’s Business Centre, Tel: 1850 372 787 or email business@esb.ie
  For more detailed infromation on making a complaint please visit ESB's website.
  

If you are not satisfied with the response from the Customer Contact Centre/Business Centre, you should then make contact with a Customer Complaints Facilitator at this address:

ESB Customer Supply
Customer Complaints Facilitator
Bishop's Quay
Limerick

Tel: 1850 372 372 or email: complaintfacilitator@esb.ie

What you do if your complaint is still not resolved to your satisfaction?

If your issue is still not resolved having followed the above complaints procedure, you can refer the matter to the Commission for Energy Regulation (CER) for a decision.

CER is the independent body responsible for overseeing the liberalisation of Ireland's energy sector. As part of its role, CER is responsible for dealing with complaints from customers of ESB Customer Supply and complaints relating to ESB Networks from customers of all electricity suppliers.

CER also deals with disputes concerning the ESB Customer Supply Charter and ESB Networks Customer Charter.

If you wish to make a complaint to CER, please contact them at:

Commission for Energy Regulation
The Exchange
Belgard Square North
Tallaght
Dublin 24

Tel:  1890 404 404
Fax:  01 400 0850
email: cct@cer.ie
Online: http://www.cer.ie/