Incapacity to accurately transcribe data from application form to billing system.

23-06-2015 01:31PM #1

Dear Irish Water,

I have already written to you twice regarding your incapacity to accurately transcribe my household's data from the application form to your accounts system.

I have received no written response to my formal complaint dated 27th May 2015
to 'Customer Services Manager, Irish Water, PO Box 860, South City Delivery Office, Cork City'.

I believe this is now in breach of your own 10 working days rule.

However, we have since received a revised bill, but this time the children (which were previously recorded as adults!) are how missing.

I now require my "notice in writing that your complaint has been closed with Irish Water", so the complaint can be escalate to The Commission for Energy Regulation, as per http://www.water.ie/docs/190326-Complaint-Handling.pdf

I will PM the account and await your public reply on this form.

Irish Water: Niall · 23-06-2015 02:50PM

Hi Tow,

Thank you for your query.

We can definitely look into this matter for you. If you could please send the following details via private message we can assist you further:

- Name;
- Address and
- Contact number.

Thanks in advance.

Kind regards,
Niall

01-07-2015 12:44PM

Dear Irish Water,

Thank you for you help in getting a response to my format complaint letter dated 27th May 2015. It was received yesterday 30 June 2015 and was dated 26th June 2015. Reference number 2102435513.

Your Complaints Team have now confirmed that the number of children have been updated.

However:

My address is incorrect at the top of the letter and again in the body of the letter.
I have not been issued (I just checked online) with another 'corrected' bill.

There is obviously difficulty within Irish Water with basic data transcription, so I am forced to reiterate as per my original complaint letter: "Upon recite of a revised bill with all details correct and above amendments made, the outstanding amount will be promptly paid."

I would also me grateful if you could inform you fellow staff member on the Complains Team:

Dublin is not spelt with a 'y'.
There are two 'l' s in the word Mill.
When writing Dublin addresses and there is a 'Dublin Postal District Number', it is not correct to put Co. Dublin on the end of the address. In postal address terms 'Co Dublin' refers to areas in the North and South of the county of Dublin which do not have postal district numbers. This can cause delays in the sorting and delivery of post.

I await your third attempt at a correct bill.

Your faithfully,
Tow

02-07-2015 01:16PM

IW reply:

Irish Water: Kim · 02-07-2015 02:09PM

Hi Tow,

Thank you for that information.

We do sincerely apologies for this.

A member of our team is currently following up on this matter and will update you via PM shortly.

If you have any further queries, please don't hesitate to ask.

Kind regards,
Kim

02-07-2015 03:19PM

All I ask is for someone competent in both the English language and data capture and entry handles my request.

Incapacity to accurately transcribe data from application form to billing system.

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