How to make a complaint

Please use this process if you wish to make a complaint about any of the services provided by Gas Networks Ireland.

The complaints process

Step One

​Contact us through one of the following channels with details of your complaint:

  • Call our Customer Care Team 1800 464 464 (Monday to Friday 8am – 8pm and Saturday 9am – 5.30pm)
  • Write to Customer Care, Gas Networks Ireland, Networks Services Centre, St. Margaret’s Road, Finglas, Dublin 11, D11 Y895
  • Email us at

Step Two

We will contact you by telephone within 24 hours to acknowledge receipt of your complaint. We will provide you with a unique reference number for your complaint.

Step Three

Your complaint will be allocated to the relevant department to conduct an investigation into your complaint. We resolve the majority of complaints within 10 working days. If your complaint requires a site visit and remedial work, the time-frame to resolve it is 30 working days.

Step Four

We will contact you on the fourth working day to confirm that the complaint is being handled to your satisfaction.

Step Five

Once your complaint has been resolved, we will contact you to ensure that you are satisfied with the outcome. You may choose to contact the CRU if a satisfactory resolution cannot be reached. You will find downloads of the customer complaint handling procedures below.

Customer complaint guides