File photo Image: Shutterstock/New Africa File photo Image: Shutterstock/New Africa IRISH WATER HAS been criticised by an oversight body over its failure to categorise contacts from dissatisfied customers affected by poor water quality as complaints.
The CRU said both incidents had a significant negative impact on the public, particularly in relation to the Gorey scheme where a total of 46 people fell ill because of inadequately disinfected water entering the public water supply. The CRU said it was only when the woman called a fourth time – one month after her initial call – that Irish Water raised a complaint for the customer.The regulator also criticised Irish Water for not recording contacts received by councillors, ministers or senators on behalf of customers as complaints as its code of practice stipulated it must accept complaints from a recognised third party.
It said levels of manganese above the recommended safety limit in the Cavanhill supply which had occurred in 2020 had not been reported to the EPA or communicated to the public. The CRU said the categorisation of complaints is important as it is used as a measure of Irish Water’s customer service. As a consequence, the regulator said it had not been reassured that remedial actions put in place to date by Irish Water had fully addressed the issue.During the latest investigations, Irish Water confirmed that it had issued new guidelines to its contact centre staff so that all reports of personal or household illness suspected to be from drinking water in future will be logged as “red” complaints.
I have complained about this endlessly. I have had terrible water pressure in my house for months.
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