Dáil Éireann Debate, Wednesday - 26 November 2014
148. Deputy Terence Flanagan asked the Minister for the Environment, Community and Local Government his views on correspondence (details supplied) regarding pipes; and if he will make a statement on the matter. [45452/14]
View answerSince 1 January 2014, Irish Water has statutory responsibility for all aspects of water services planning, delivery and operation at national, regional and local levels. I have no role in the operational matters of Irish Water.
Under the Domestic Networks Operations Code of Practice, where it is proved that damage to a customer’s property has been caused due to the failure of an Irish Water asset, Irish Water will engage with the customer to agree how to resolve the issue. I understand that Irish Water has engaged with the householder as detailed, and will continue to engage until this issue has been resolved.
Similar to the approach it has taken in the electricity and gas industries, the Commission for Energy Regulation has required Irish Water to submit a Customer Handbook outlining the minimum requirements of customer service standards they will provide to their customers. The Customer Handbook comprises Irish Water’s Customer Charter, Codes of Practice and the Terms and Conditions of supply. Following a public consultation on the document earlier this year, the CER has recently published the approved Irish Water Customer Handbook on its website, at http://www.cer.ie/docs/000956/CER14364%20Irish%20Water%20Customer%20Handbook.pdf.
The CER and Irish Water have also agreed to enter into a voluntary ‘Dispute Resolution Agreement’ which will set out agreed working arrangements and processes to deal with customer disputes. The Irish Water Code of Practice on Complaint Handling has been updated to reflect this agreement. In addition, the CER will be engaging with both Irish Water and the Environmental Protection Agency (EPA) to develop complementary complaints processes to ensure customers are directed in an efficient manner to the appropriate organisation with their complaint or query. In this regard, it should be noted that Irish Water is also subject to statutory supervision by the EPA and the Health Service Executive in respect of any environmental and human health aspects of its water services provision.
