Help & Questions - Home Gas - Complaints & Compliance

Non Flash Content - Children running through a field of corn
How do I register a complaint?

If you, our customer are unhappy with any service or contact you have with us, please let us know and we will do our best to rectify things immediately.

You can register your complaint with us in the following ways:

  • By calling our customer service team at 1850 632 632
  • By email to info@bordgais.ie
  • By submitting a query on our website
  • By mail to: Customer Service
    Bord Gáis Energy
    PO Box 10943
    Dublin 1
Where are your complaint procedures?

You can find our complaint procedures by downloading our Handling customers' complaints code of practice.

I would like to provide some feedback. How do I go about it?

You can provide feedback by:

  • By submitting a query on our website
  • By calling our customer service team at 1850 632 632
  • By email to info@bordgais.ie
  • By mail to: Customer Service
    Bord Gáis Energy
    PO Box 10943
    Dublin 1
Where do I find your Code of Practice?

To view our codes of practice please click here.

If you would like us to send you a copy of our Codes of Practice you can email your request to info@bordgais.ie or by calling our customer service lines at 1850 632 632.

Where do I find your customer charter?

To view our customer charter please click here.

If you would like us to send you a copy of our Customer Charter you can email your request to info@bordgais.ie or by calling our customer service lines at 1850 632 632.

I've made a complaint but I've heard nothing, what do I do?

Please contact our customer services team by calling 1850 632 632. You may request that your complaint be escalated if you feel that you are still not satisfied that your complaint has been dealt with.

I'm not happy with the way my complaint was resolved, what can I do?

In the event that you are not happy with our response to your complaint, or the way it was handled, you may request that your complaint be escalated or you may write to:

Customer Care Department
PO Box 10943
Dublin 1.

You can also email us on customercare@bordgais.ie

If following a review and formal response, you are still not satisfied that your complaint has been dealt with, then the matter can be referred to the Commission for Energy Regulation (CER) for a final review. The CER operates as an independent review body and issues rulings on complaint on a case by case basis.

Your complaint may only be handled by the CER after it has gone through Bord Gáis Energy’s full complaints handling procedure.

The office of the Commission for Energy Regulation can be contacted by the following means:
Energy customers team
Commission for Energy Regulation
The Exchange
Belgard Squeare North
Tallaght
Dublin 24

Telephone: 1890 404 404
Fax: 01 4000 850
Email: energycustomers@cer.ie
Web: www.energycustomers.ie

The CER cannot deal with complaints in relation togas boiler installation, the conduct of Registered Installers or Natural Gas Finance Limited. Please refer unresolved complaints in relation to these to:
National consumer agency
4 Harcourt Road
Dublin 2
Tel: 1890 432 432
Web: www.consumerconnect.ie