Serving Our Customers

EirGrid Group aims to deliver quality to the customers and stakeholders that we serve. We respond to a wide range of needs across the wholesale energy sector and throughout the island of Ireland.

Some customers generate electricity, whether from conventional or renewable sources. Other customers have a high demand for electricity, which only our grid can provide. We also serve the suppliers and stakeholders with an interest in the transmission grid.

Our Customer Relations Team aims to provide professional, reliable and efficient assistance and support to business and industry customers. Our customer charter informs the work we do and you can read this here.

Contact our Customer Relations Team:

Tel: +353 (0)1 23 70472

Email: info@eirgrid.com

Address in Ireland: The Oval, 160 Shelbourne Road, Ballsbridge, Dublin 4, D04 FW28, Ireland.

Address in Northern Ireland: Castlereagh House, 12 Manse Road, Belfast, BT6 9RT.
 

Customer Complaints Procedure

In spite of our best efforts to provide a high quality service at all times, there may be occasions when the service provided does not meet the high standards that we set out for ourselves or that you as a customer might reasonably expect. It is always our intention to deliver a high standard of service to our customers. If, however, you feel that we have not performed to your satisfaction, we are happy to investigate the matter with the aim of quickly finding a resolution.

To make a customer complaint please follow the complaints procedure below by contacting our Customer Relations Manager.

Phone: (01) 2370100

Email: Adele.Sleator@Eirgrid.com

Write to: Adèle Sleator, Manager, Customer Relations, EirGrid Plc, The Oval, 160 Shelbourne Road, Dublin 4.

To help us resolve your complaint as quickly as possible please give us as much information as you can when you contact us. Our Customer Relations Manager will make every effort to resolve the matter there and then and if unable to resolve, our Customer Relations Manager will refer it on to Rosemary Steen, Director of External Affairs.

When we receive your complaint we will do the following:

  • Write to you within five working days to acknowledge we have received your complaint;
  • We will always deal with your complaint as quickly as we can. However, if we are unable to solve or settle your complaint within two weeks of receipt, we will write to tell you the progress we have made and when we aim to send you a full response;
  • If we cannot solve or settle your complaint within four weeks of receiving it, we will write to you and explain why and will tell you when we expect to be able to do so, if at all;
  • If at any stage you are not satisfied with our action or explanation, you can ask for us to refer your complaint to the Director of External Affairs.

For queries relating to an information request under the Data Protection or Access to Information Acts or Regulations, please go to our Contact page.

Our Stakeholder Complaints Process is available here.