Help & Questions - Home Gas - Complaints

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Complaints

How do I register a complaint?


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

Please contact our customer care team by contacting us here.


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

In the event that you are not happy with our initial 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 2.

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 complaints 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:

Customer Care Team
Commission for Energy Regulation
P.O. Box 11934
Dublin 24

Telephone: 1890 404 404
Fax: 01 4000 850
Email: customercare@cer.ie
Web: www.cer.ie/customer-care

The CER cannot deal with complaints in relation to Home Team gas 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


Where can I find further information on your codes of practice and customer charter?

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 contacting our customer care team here..

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 contacing our customer care team here..