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Here at Just Energy we strive to provide you with our best possible service however we do appreciate that from time to time things don’t go according to plan. If you’re unhappy with any aspect of our service, we want to hear from you so that we can put things right. We will handle any complaints we receive fairly, efficiently, courteously, and treat them as confidential.

If after receiving your complaint it becomes clear a mistake has been made you can expect any one, or a combination, of the following:

  1. An apology.
  2. A full explanation.
  3. Details of any appropriate remedial action taken.
  4. An award of compensation in appropriate circumstances.

Please be aware that you can contact ESB Networks (ESB) and/or Gas Networks Ireland (GNO) directly regarding any complaints you have in relation to your supply, your physical meter or related meter works.

How to make a complaint

You can make a complaint in writing, by email or by telephone. If you are writing or emailing your complaint please provide your telephone number if a response by telephone would be convenient. If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address. In each case your complaint will initially be handled by our Customer Service Team.

By Post:
Just Energy (Ireland) Ltd
PO Box 12886
Dublin 1

By Telephone: 1850 90 5650  or +353 1431 1479  from mobiles or overseas (during office hours).

By Email: businessfeedback@justenergy.ie

Our office hours are between 8am and 6pm Monday to Friday. You can e-mail or write to us at any time.

Expected timescales

It is our aim to resolve your complaint as quickly and as thoroughly as possible. If you phone us we will aim to resolve your query then and there. If we are unable to resolve your complaint immediately we will aim to resolve the issue within 10 working days. Please be aware that you may be entitled to redress if we do not meet those standards which are set out within our Customer Charter.

Although we endeavour to solve your complaint as quickly as possible, sometimes a complaint can be complex and involve third parties such as ESB or GNI Networks and/or other suppliers. In these situations we occasionally find ourselves at the mercy of industry practices and processes and some of these can be lengthy. We will do our very best to resolve your complaint within 8 weeks or will ensure that an agreed plan of action is in place.

If you are not happy with the initial response

We realise that although our business target is to solve all issues to the full satisfaction of our customers this is not always possible. If you wish, therefore, to escalate your complaint regarding an issue we have not resolved to your satisfaction, please follow the steps of our internal complaints escalation procedure detailed below.

Step 1

The first stage of the escalation procedure is to refer your complaint to our Customer Service Manager. In view of the nature and the regulation of our published complaints procedure the manager will only be able to take ownership of your enquiry if the matter has previously failed to be successfully resolved by our Customer Service Team.

What you can expect

The Customer Service Manager will:

  • Review all documentation and correspondence on your account.
  • Issue you a timescale for the completion of their investigation (maximum 10 days).
  • Confirm in writing the outcome of the investigation or any extensions to the original resolution date.
Step 2

If you have received the decision from the Customer Service Manager and you are still not satisfied with the outcome you can request that the matter is assigned to the Operations Director. Again in view to the nature and the regulation of our published complaints procedure, the Operations Director will only be able to take ownership of your enquiry if the matter has previously failed to be successfully resolved with our Customer Service Manager.

What you can expect

The Operations Director will:

  • Review all documentation and correspondence on your account.
  • Work to reach an immediate resolution or advise you of a planned course of action to resolve your complaint (maximum 5 days).
  • Confirm in writing the outcome of the investigation or any extensions to the original resolution date.
Step 3

If you are still not satisfied with the response from our Operations Director you can request that we issue a deadlock letter and then you can escalate this complaint to the Commission for Regulation of Utilities (CRU). You can also refer your complaint to the CRU if your complaint has not been resolved within 8 weeks from the date it was initiated. If however, you have not followed the complaint procedure as outlined in this document, the CRU may refer you back to Just Energy.

Once a complaint has been passed to the CRU they will investigate the issue. You are not bound by their ruling and can seek further advice if you feel it would be appropriate. The resolution of the investigation may require Just Energy to take further action which could result in an apology, further action or payment of compensation.

You can contact the CRU as per our customer charter using the below details:

By post:
Customer Care Team
Commission for Regulation of Utilities
P.O. Box 11934
Dublin 24

By phone: 1890 40 4404

If you have any questions relating to Just Energy’s Codes of Practice, please contact us:

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