Complaints & Feedback

How to log a complaint?

ESB Networks strive to deliver an excellent customer experience in all our interactions. If you feel we have failed to live up to this commitment, you can log a complaint through one of the following ways:

• Email: esbnetworks.complaints@esb.ie
• Phone:  1800 372 757 or 021 2386555
• Write to us: Customer relations, ESB Networks, Sarsfield Road, Wilton, Cork, Eircode T12 E367
  

When logging a complaint, please include the following details:

• Your name and contact phone number
• Your MPRN, which is available on the top right-hand corner of your Electricity Bill, regardless of which supplier you use . Your MPRN starts with the digits '10' and is 11 digits long. 
• Details of the nature of the complaint including the time and date if possible
• Any other relevant information that you feel should be considered
  

Our National customer contact centre is open Monday to Friday 08:30 to 18:00 and on Saturdays 08:30 to 13:30.

• ESB Networks aims to resolve all customer queries on the first call. 
• For complaints that cannot be resolved immediately, ESB Networks commits to responding to the customer within 5 working days.  The response comes directly from the business unit responsible for the complaint.
• If you are dissatisfied with the explanation and or solution to your complaint, it will be escalated to the senior person within the business unit responsible for the complaint. 
• Should a site visit be required to aid the investigation this will be arranged with your permission and at a time that suits you.

In the event that you remain dissatisfied after the above steps have been completed, you can escalate your complaint to  the Commission for Regulation of Utilities (CRU). The CRU Customer Care team can be contacted by any of the following:

• Email: customercare@cru.ie
• Phone: 1800 404 404
• Write to CRU: Customer care Team, Commission for Regulation of Utilities, The Exchange, Belgard Square North, Tallaght, Dublin 

On receipt of an escalated complaint from CRU, ESB Networks will respond to all CRU complaints within 10 working days. All complaint resolutions issued by the CRU are binding on ESB Networks.