Thousands of people are missing out on compensation from Uisce Éireann by complaining to their public representatives rather than the company itself, a new investigation has revealed.

The Journal Investigates is today reporting that around 166 complaints were made by individuals to Uisce Éireann in the first half of 2024.

However, in the same period, TDs and councillors raised almost 8,500 issues from constituents with the company, bypassing the compensation process.

Customers can only apply for a payout if they have complained directly to the company.

Metal faucet, plumbing and basin in house. Image: Yuri Arcurs / Alamy Stock Photo

When The Journal Investigates team first asked about how many customers had received compensation under the Freedom of Information Act, Uisce Éireann refused the request.

The company argued that it “would not be in the public interest” for the figures to be reported, as it could lead to an “increase in the number of claims made”.

If those who complained to their public representatives complained Uisce Éireann directly, the company could end up paying out hundreds of thousands more every year.

Despite a relatively low number of payouts, the amount has almost doubled in the last two years.

There were just over 160 payouts for 2024 - totalling €4,895 in compensation.

Rusty Water Pours From Tap. Image: Alamy

Customers who complain to Uisce Éireann and do not get a response within five working days with a plan to solve the problem, or who do not get an update after 10 days, are entitled to a €30 payout – however, many customers don’t know that.

Additionally, if a customer makes a claim and the company does not send them the €30 within 30 working days, they are then entitled to an additional €15.

Uisce Éireann do not mention on the complaints section of their website that compensation is available to those who have waited too long for their issue to be addressed.

The information is “buried in a link on the page”, The Journal Investigates team said.

If your water supply has been disrupted and you weren’t given a plan within the allotted timeframe, you can make a compensation claim by emailing customerservice@water.ie

Woman filling a glass of water from the kitchen sink tap. Image: incamerastock / Alamy