Cork TD seeking clarity from Uisce Éireann on water compensation scheme

Uisce Éireann has moved to provide clarity on when compensation is due to customers after reports that thousands were missing out on the scheme.

Cork North Central TD Thomas Gould called it a “best kept secret” and called for clarification on the scheme in the body’s charter which is in place for people with issues that have not been responded to with a plan for resolution within five days of contacting Uisce Éireann, and may be entitled to receive a payment of €30.

“I have written to them asking them for clarity on this scheme and how many people in Cork have received payment from it. This is supposed to be a compensation scheme, instead it seems to be the best kept secret in Uisce Éireann,” said Mr Gould.

“For over two years now my constituents have been complaining to Uisce Éireann about dirty discoloured water. I have not heard of one case where a person has been offered or even made aware of this compensation.”

However, A spokesperson for Uisce Éireann told The Echo: “Uisce Eireann’s Customer Charter is available to view on our website and by contacting Uisce Éireann’s customer care team directly. This Customer Charter outlines the standard of services you should expect to receive when dealing with us.

Committed

“Uisce Éireann is committed to delivering the best service possible and aims to resolve complaints swiftly, with the most recent data from our regulator, the Commission for Regulation of Utilities , showing that the vast majority (98%) of complaints were resolved within our regulated timelines.

“Under Uisce Éireann’s current regulatory framework as set out by our regulator, there is no provision for financial compensation for supply outages or other operational issues impacting on water services.

“The Customer Charter includes specific commitments around customer complaints, billing, water meter installation and planned and unplanned supply interruptions.”

The spokesperson added: “If a complaint cannot be resolved immediately our customer service advisors will respond to a complainant within five working days, with either a resolution or an outline of the steps proposed to resolve the problem (under normal conditions). 

"Updates on complaints are provided to customers on or before the tenth working day if they have not already been resolved. Uisce Éireann aims to issue a final decision within two months.”