Making an complaint about Drinking Water Quality

Any complaints an Irish Water customer may have with regard to the quality of their drinking water supply should be handled by Irish Water in the first instance.

Step 1:  Contact Irish Water directly

If you have a complaint about the quality of your drinking water, then you should contact Irish Water directly by any of the following methods:

Irish Water contact details:

Phone:                   1890 278 278 or +353 1 707 2828 from an international destination

Online enquiry:      https://www.water.ie/help-centre/contact-us/

Post:                      Irish Water, P.O. Box 860, South City Delivery Office, Cork City, Cork.

Irish Water is legally obliged to notify the EPA of any failure of a drinking water standard or any cases where the supply of water constitutes a potential danger to human health.

 

Step 2:  Contact the EPA, quoting the complaint reference number assigned by Irish Water.

If you are not satisfied that Irish Water has resolved your water quality complaint satisfactorily, and the problem persists, please contact the EPA, quoting the complaint reference number assigned by Irish Water.

EPA contact details:

Phone:                                053 916 0600 or Lo Call 1890 335 599

Online complaint form:       https://lema.epa.ie/complaints

Post:                                   EPA, P.O. Box 3000, Johnstown Castle Estate, Co. Wexford

The EPA will then investigate the issue and resolve it where possible.  It is important to note that the EPA will generally not become involved in investigating an issue that should be resolved by Irish Water, until Irish Water has been given an opportunity to investigate and resolve the issue. 

Please note that the EPA does not deal with drinking water complaints regarding the following issues as these areas do not fall under the statutory remit of the EPA:

  • Reductions / charges that apply in cases with boil water notices or water restrictions are in place;
  • Water hardness;
  • Fluoridation policy for  water supplies;
  • Water pressure;
  • Water charges;
  • Metering;
  • Connections;
  • Leakage / water pipe network;
  • Billing / accounts;
  • Customer Service.

The EPA advises that for any queries or complaints in relation to the issues listed above you should contact Irish Water.  From time to time you may experience difficulty with your bill, your connection to the public water and/or waste water network or some other issue relating to water services.  The Commission for Energy Regulation (CER) has a statutory responsibility to provide a complaints resolution service to Irish Water customers with an unresolved dispute with Irish Water.  If you are unable to resolve your problem following completion of Irish Water’s complaints process, then more details of how to lodge a complaint with the CER can be found on their website: http://www.cer.ie/customer-care/water/complaints

Making a complaint about Waste Water Works

Any complaints about waste water works (i.e. sewer network, overflow, treatment plant or discharge) operated by Irish Water should be handled and resolved by Irish Water in the first instance.

Step 1:  Contact Irish Water directly

If you have a complaint about a waste water works (i.e. sewage treatment) or waste water pollution, then you should contact Irish Water directly by any of the following methods:

Irish Water contact details:

Phone:                   1890 278 278 or +353 1 707 2828 from an international destination

Online enquiry:      https://www.water.ie/help-centre/contact-us/

Post:                      Irish Water, P.O. Box 860, South City Delivery Office, Cork City, Cork.

 

Where the waste water works are subject to an EPA waste water authorisation (search for a waste water authorisation here), Irish Water is legally obliged to notify the EPA of any incident likely to cause pollution or any failure of an effluent quality standard.

 

Step 2:  Contact the EPA, quoting the complaint reference number assigned by Irish Water.

If you are not satisfied that Irish Water has resolved your complaint satisfactorily, and the problem persists, please contact the EPA, quoting the complaint reference number assigned by Irish Water.

EPA contact details:

Phone:                                 053 916 0600 or Lo Call 1890 335 599

Online complaint form:       https://lema.epa.ie/complaints

Post:                                   EPA, P.O. Box 3000, Johnstown Castle Estate, Co. Wexford

The EPA will then investigate the issue and resolve it where possible.  It is important to note that the EPA will generally not become involved in investigating an issue that should be resolved by Irish Water, until Irish Water has been given an opportunity to investigate and resolve the issue.