Thousands of customers of Uisce Éireann, formerly known as Irish Water, may be unknowingly forfeiting compensation by directing their complaints to public representatives instead of the company itself. New figures reveal a significant gap between the number of complaints submitted via TDs and councillors and those filed directly with the company.

Thousands of Complaints But Few Direct Claims

In the first half of 2024, Uisce Éireann received only 166 direct complaints from customers. However, during the same period, TDs and councillors raised nearly 8,500 issues on behalf of constituents. Since compensation claims can only be processed for those who have complained directly to the company, a vast number of affected customers may be missing out on potential payouts.

This revelation suggests that many individuals are unaware of the specific procedure required to claim compensation, opting instead to bring their concerns to public representatives.

Lack of Transparency on Compensation Figures

Adding to the controversy, Uisce Éireann initially refused a Freedom of Information (FOI) request from The Journal Investigates regarding the number of customers who have received compensation. The state-owned company justified its refusal by claiming that releasing such information “would not be in the public interest” as it could lead to an increase in the number of claims.

This lack of transparency has raised concerns about whether affected customers are being kept in the dark about their rights to financial redress.

How Customers Can Ensure They Get Compensation

For those affected by service disruptions or other issues with Uisce Éireann, it is crucial to submit complaints directly to the company rather than relying on TDs or councillors to handle the issue. The steps to file a direct complaint include:

• Contacting Uisce Éireann’s customer service via phone or online.
• Keeping a record of the complaint, including reference numbers and correspondence.
• Following up to ensure the complaint is acknowledged and processed.
• Checking if the issue qualifies for compensation under the company’s policies.

Calls for Greater Transparency

The refusal to disclose compensation figures has sparked demands for increased transparency from Uisce Éireann. Critics argue that withholding such information suggests a reluctance to acknowledge the full scale of customer grievances.

With nearly 8,500 complaints raised by public representatives in just six months, it is clear that customer dissatisfaction remains a pressing issue. Whether Uisce Éireann will respond with greater openness and improved customer service remains to be seen.

For now, customers must be proactive in lodging their complaints directly with the company to ensure they do not miss out on potential compensation.

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