Complaint Handling

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Help Centre

Complaint Handling

At SSE Airtricity we’re committed to offering the very best in customer service. Our Codes of Practice set down what our customers can expect from us. We aim to get it right first time, every time. However, we recognise sometimes things do go wrong. If this happens we will always deal with you openly and fairly to put things right.

We're here to help

The best place to find out about our service is to read the frequently asked questions on our website as this provides answers to the most common queries.

If you’re unhappy with any aspect of our service, please get in touch.

Just contact our Customer Service Team in any of the following ways:

  • phoning 1850 81 21 44^
  • by email: businessenergy@sseairtricity.com
  • via post to SSE Airtricity Customer Service, Red Oak South, South County Business Park, Leopardstown, Dublin 18. 

Our Service Promise 

Our advisers are here to help and will generally be able to solve your query there and then. If not, we will tell you what we need to do and arrange a time to call you back with a proposed solution which will contain a full explanation of the issue that occurred. If we were at fault, we will apologise.

We aim to reach an appropriate resolution of your complaint within three days, in the majority of cases. However, some issues are more complex and may take longer to resolve, in all cases we will keep you updated along the way.

However, if you’re not satisfied with the way your issue has been handled by our Customer Service Team, you can ask to speak to our Customer Service Supervisor.

If we’ve still not resolved your issue or you’re unhappy with the outcome, you may request your issue be escalated to the Customer Service Manager, who will be happy to help you.

Should your issue remain unresolved your complaint will be referred to our Operations Manager.

We aim to provide you with a final answer within two months. There are circumstances where delays can happen, if we’re unable to speak to you, information is not supplied to us or technical procedures would be required that would extend the time required to reach a decision.

If your complaint has still not been resolved to your satisfaction we will provide you with a final response in writing and refer you to the CRU for an independent review of your complaint.

When to contact the energy regulator

If you have tried all the steps listed previously and you are not happy with our proposed resolution to your complaint you can refer your complaint to the CRU.

The CRU plays a role in relation to dealing with unresolved issues with respect to energy suppliers. You can contact the CRU in writing, via email or by phone:

Customer Care Team
Commission for Regulation of Utilities
PO Box 11934
Dublin 24

Tel: 1890 404 404
Fax: 01 4000 850

Email: customercare@cru.ie
Web: www.cru.ie/home/customer-care/

Any decision made by the CRU will be implemented by us within 14 days.

You can read our full Code of Practice document here.


Phone
1850 81 21 44^ 

Monday to Friday
9am-5:30pm


^These calls will be charged at Lo Call rates from any landline in the Republic of Ireland, calls made from mobile phones will cost more.