We work hard to ensure your full satisfaction, but we realise that may not always be the case.

If so, we want to know. We commit to responding to you promptly and to addressing your complaint with complete fairness and confidentiality.

The outcome of your complaint will always result in one or more of the following:

Apology

Explanation

Taking of appropriate remedial action

Award of redress inappropriate circumstances

How to Complain

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Step 1:

Email us at feedback@justenergy.ie
(we will respond before the end of the next working day)

Write to: Customer Services, Just Energy,
PO Box 12886
Dublin 1

Call us on 1850 858 110 or +353 1 4311478 from mobiles or overseas.
(Monday to Friday, 8am – 6pm)

Minicom (via Text Relay) 1850 858 110 text phone suitable for deaf, hearing or speech impaired customers.

Please note:
We may record phone calls from time to time to help improve the quality of our service. If you're not happy with the resolution, than you can proceed to Step 2.

Step 2:

Following Step 1 you can ask for your complaint to be escalated. If you have phoned in we will try to put you through to someone on the call, but if no-one is available we will arrange a suitable time for you to be contacted - this can be via email or letter if you'd prefer. Depending on the type of query, this may be escalated to a specialist or a team leader.

If you have an email or letter response you can ask in your reply that it be escalated, or call us on 1850 858 110 or +353 1 4311478 from mobiles or overseas to speak to someone.

Following the escalation, if you are still not happy you can proceed to Step 3.

Step 3:

Following Step 2, if you're not happy with our decision contact our Complaints Manager who will independently review the decision:

Email us at feedback@justenergy.ie
(we will respond before the end of the next working day)

Write to: Complaints Lead, Just Energy,
PO Box 12886
Dublin 1

We will get back to you within 5 working days.

We will always do our very best to resolve the complaint to your satisfaction immediately. In some cases we'll need to find out more before we can fix the problem. We'll tell you what will happen next and if needed, we'll put you in touch with a manager, a complaints specialist or a process expert.

Independent Advice

Commission for Regulation of Utilities (CRU)

If you are unable to resolve your problem following completion of our complaints process, the CRU offers an independent complaint resolution service. The CRU aims to offer a transparent and simple complaint resolution service and it is not necessary for you to have a legal advisor to use their service.

Website

www.cru.ie/customer-care/complaints

The European Commission

If you applied to use our products and services online, you can try to reach an out-of-court settlement via the European Commission. Visit the Online Dispute Resolution web page and follow the instructions in order to select the appropriate online dispute resolution body to formally handle your issue.

Website

http://ec.europa.eu/odr

Feedback & Complaints

If you have feedback, we want to know about it

View our Complaints Handling Code of Practice ›

We work hard to ensure your full satisfaction, but we realise that may not always be the case.

If so, we want to know. We commit to responding to you promptly and to addressing your complaint with complete fairness and confidentiality.

How to Complain