Customer Queries and Complaints Guidelines

​Waterways Ireland is strongly committed to Quality Service and recognises that our customers are entitled, as of right, to an excellent service delivered in a prompt, courteous and fair manner.

Customer Queries/Complaints Proced​​ure

  1. ​​In the first instance queries about services, facilities or staff should be addressed at the next point of contact with a Waterways Ireland staff member. If not satisfied by the response a more senior officer should be sought to resolve the query.

  2. If still unhappy with the solution presented, please make an informal complaint by completing this online form​ ​which will be sent directly to the relevant office.

  3. In the event that a satisfactory resolution has not been found, a formal written complaints procedure can be implemented.  Please write and send by post to the Customer Services Co-ordinator, Somerview House, Old Dublin Rd, Carrick-on-Shannon, Co Leitrim or email to​​ giving your full contact details and the details of the complaint. The Customer Services Co-ordinator will acknowledge receipt and request a report on the matter. A written response will be issued within 20 working days or an extension will be requested. If unhappy with the response provided, an appeal can be submitted in writting to the Waterways Ireland Chief Executive, 2 Sligo Rd, Enniskillen, Co Fermanagh, BT74 7JY. A written response will be issued within 20 working days or an extension will be requested.

  4. Should the response of Waterways Ireland's Chief Executive not meet your requirements, the Northern Ireland Ombudsman or the Office of the Ombudsman​ (Ireland) will examine your complaint. They welcome phone, email or written complaints. Please check the links for  information on how to make a complaint and for their contact details.​

Customers should be aware that making a complaint will not adversely affect future relationships with Waterways Ireland.  ​

Waterways Ireland's Customer S​ervices Strategy and Customer Charter​ 

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