Monitoring and Reporting

The CRU monitors Uisce Éireann’s performance in the following areas.

• Customer service
• The quality of the water services and wastewater services it provides
• How it delivers on infrastructure projects in its Capital Investment Plan.

Uisce Éireann reports to the CRU on a regular basis with relevant information and data. We analyse and monitor their performance and compare it with other Irish and international utilities.

Performance Assessment Framework

To make sure Uisce Éireann spends its revenues in its customer's best interests, we monitor their performance and progress. This is done with an assessment framework, using metrics to make sure they are providing the best possible service to customers.

These metrics cover:

• customer service
• security of water supply
• quality of water supply
• sewer incidents
• environmental performance
• energy and emissions.

The CRU publishes an Uisce Éireann Performance Assessment Report annually. It evaluates Uisce Éireann's performance and makes sure that transparent data on its performance is available to customers.

For further information, go to Uisce Éireann’s Performance Assessment.

Customer Handbooks

Uisce Éireann's customer handbooks set out the levels of customer service and customer protection measures that they must include in its own codes of practice.

The Domestic and Non-Domestic Customer Handbooks are reviewed by the CRU to make sure:

• they remain relevant
• are fit for purpose
• that service standards are appropriate for customers.

Domestic Customer Handbook

The Domestic Customer Handbook includes Codes of Practice requirements on the following:

• Customer Communications
• Metering
• Billing
• Vulnerable Customers
• Customer Complaints
• Network Operations.

Uisce Éireann prepares their own Codes of Practice which must reflect the customer service requirements as set out in each of the above Codes of Practice requirement. Uisce Éireann's Codes of Practice must be approved by the CRU.

The Domestic Customer Handbook requires Uisce Éireann to create a customer charter for domestic customers. It sets out its minimum customer service commitments.

If Uisce Éireann fails to meet a commitment, a customer will get a charter payment which is a set amount of compensation.

Vulnerable Customers

The Domestic Customer Handbook’s Code of Practice for Vulnerable Customers protects those who:

• are critically dependent on water for medical needs
• may require more support communicating with or receiving services from Uisce Éireann.

Non-Domestic Customer Handbook

The Non-Domestic Customer Handbook sets out the required levels of customer service and customer protection measures that Uisce Éireann must provide to its non-domestic customers.

It must also be reflected in Uisce Éireann’s Business Codes of Practice.

This handbook contains Codes of Practice requirements for business customers in the following areas.

• Communications
• Metering
• Billing
• Network Operations
• Complaint Handling.

Complaints

The customer handbooks contain Code of Practice requirements on complaint handling. This sets out Uisce Éireann's requirements for providing an efficient and easy-to-use complaints service for customers.

For unresolved complaints, Uisce Éireann will refer customers to the CRU's dedicated complaints team.

Find out more in our complaints section.

View the latest CRU Uisce Éireann Domestic Customer Handbook.

Delivery of capital investment

The CRU monitors Uisce Éireann’s delivery of its Capital Investment Plan. This sets out their plans for the revenue allowed to it by the CRU over certain periods of time. After a period of time, Uisce Éireann must report to CRU on what it has delivered for such revenue.

Where Uisce Éireann does not deliver as planned, the CRU may disallow revenue in the next revenue control period.

View Uisce Éireann's Capital Investment Plan.

Water services innovation fund

As part of Uisce Éireann's allowed revenue, the CRU created a Water Services Innovation Fund. This fund allows Uisce Éireann to invest in projects that explore new technologies to deliver future benefits for customers.

Fund objectives

Uisce Éireann must apply to the CRU for approval on a case-by-case basis. The CRU reviews the project application to make sure the:

• project is innovative
• it is designed to further at least one objective of the fund.

These fund objectives include:

• provision of safe, secure, and reliable water services
• enhanced energy savings
• mitigation of negative climate change impacts
• improved conservation of water resources.