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Environmental Schemes

Dáil Éireann Debate, Thursday - 24 February 2022

Thursday, 24 February 2022

Ceisteanna (161)

Martin Browne

Ceist:

161. Deputy Martin Browne asked the Minister for the Environment, Climate and Communications the details of the avenues available to customers of State retrofit schemes who have complaints in relation to sub-standard work that has been carried out on their homes; the level of oversight in place to monitor work that has been carried out; the level of oversight in place to ensure the level of work and materials used are of sufficient quality to justify the expense incurred; if his attention has been drawn to situations in which homeowners have not had their complaints treated with the seriousness deserved by contractors involved and by the Sustainable Energy Authority of Ireland; the way that such complaints are addressed and resolved; and if he will make a statement on the matter. [10474/22]

Amharc ar fhreagra

Freagraí scríofa

As the retrofit industry transforms to accommodate much higher levels of output in line with our national targets, quality must be maintained at a high level to ensure value for money for the tax-payers and to sustain consumer confidence and demand. Contractors operating under any scheme supported by an SEAI grant must carry out the works in line with the SEAI’s Contractor Code of Practice and Domestic Technical Standards and Specifications as well as best practice and technical guidance documents including:

- NSAI S.R. 54:2014 Code of practice for the energy efficient retrofit of dwellings

- Building Regulations Technical Guidance Documents

- The System Supplier/Product Manufacturer Guidelines

- NSAI Agrément certificates

- Irish, British or European Standards Guides

A Declaration of Works must be signed by both the homeowner and the contractor certifying completion of works. Post-works Building Energy Ratings are also carried out by independent BER assessors.

In addition, contractors are required to demonstrate their tax compliance and insurance cover and cooperate with the scheme's Quality Assurance programme. The Quality Assurance programme has been designed by SEAI to maintain high standards of contractor workmanship; build consumer confidence; monitor health and safety; and ensure proper governance of the spending of public money. Regular inspections of works are undertaken on a risk-based approach in accordance with international best practice. When sub-standard works are found, contractors are required to rectify the works to the satisfaction of the inspector, at no cost to the homeowner.

As part of SEAI’s Code of Practice all contractors are required to resolve complaints. If a customer is not satisfied with the works completed, contractors must make every reasonable effort to resolve the complaint to the customer’s and SEAI’s satisfaction.

The SEAI deals with all complaints received appropriately and this informs the risk-based approach to inspections. The case by case review of any complaints may inform desk based investigations and/or site visits where deemed appropriate. SEAI operate under a Customer Charter and a complaints and appeals procedure is in place. If after following this procedure an applicant is not satisfied with the outcome, they can ask the Office of the Ombudsman for an independent review of the complaint. Further details are available here: www.seai.ie/customer-charter/.

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