Contacting You by Phone

adelcrowsmel

My elderly parents have registered with Irish Water and have been paying their bills, but haven't received their Water Conservation Grant letter from the Department of Social Protection.  They have contacted the Water Grant Support Team and were advised that they need a PIN from Irish Water.  Now my parents have spent the last two days trying to get through to someone in your company and can't navigate their way through your automated system to speak to someone in person so they can ask them for this pin that will allow them to process their grant application without the letter.

Can you please advise me how they can speak to someone through your automated system - what options should they be choosing, or can you please arrange for someone to phone them.

Irish Water: Niall

Hi adekcrowsmel,

Thank you for your query.

When registering for the Water Conservation Grant customers would need their Irish Water Account Number and WPRN. These can be found at the top right hand cover of our customers bills. A TIN is also required which is issued by the Department of Social Protection.

Non-customers can find this information on the letter sent by Irish Water.

I would be unable to organise a call as I would need to take you parents details from you which I cannot do due to data protection. However, if your parents contact us on 1890 448 448 and press the # key followed by 4 they will be able to talk to one of our customer care agents.

I hope this information helps. Please feel free to contact us with any other queries you may have.

Kind regards,
Niall

adelcrowsmel

Irish Water: Niall wrote: »

Hi adekcrowsmel,

Thank you for your query.

When registering for the Water Conservation Grant customers would need their Irish Water Account Number and WPRN. These can be found at the top right hand cover of our customers bills. A TIN is also required which is issued by the Department of Social Protection.

Non-customers can find this information on the letter sent by Irish Water.

I would be unable to organise a call as I would need to take you parents details from you which I cannot do due to data protection. However, if your parents contact us on 1890 448 448 and press the # key followed by 4 they will be able to talk to one of our customer care agents.

I hope this information helps. Please feel free to contact us with any other queries you may have.

Kind regards,
Niall

Thanks for the reply Niall, I'll get them to try that.  They didn't receive their letter and when they rang the Department of Social Protection to get them to reissue it, they were asked for their Account number and WPRN and on providing these were told that their account number isn't on their system and were advised to ring you and enquire if their details hadn't been passed over.

Irish Water: Niall

Hi adelcrowsmel,

adelcrowsmel wrote: »

Thanks for the reply Niall, I'll get them to try that. They didn't receive their letter and when they rang the Department of Social Protection to get them to reissue it, they were asked for their Account number and WPRN and on providing these were told that their account number isn't on their system and were advised to ring you and enquire if their details hadn't been passed over.

Due to data protection I would be unable to discuss this matter as it is regarding your parents account. Your parents are welcome to contact us on 1890 448 448 between 8am-8pm Monday to Friday or 9:00am-5:30pm Saturday and we will be happy to assist them further.

Alternatively, with the consent of the account holder you could be added as a named person and I would be able to discuss this matter further with you. This can be done when your parents call but you would need to be present at the time of the call.

I hope this information helps.

Kind regards,
Niall