Standard Utilities Limited

Complaints Handling Code of Practice (Republic of Ireland)

(Published in accordance with Section 42 of the Communications Regulation and Digital Hub Development Agency (Amendment) Act 2023 and ComReg Decision D04/17.)

1. Introduction

Standard Utilities Limited (“Standard Utilities”) is committed to handling all customer complaints in a fair, transparent, and timely manner.

This Code of Practice outlines:

  • How you can submit a complaint
  • How we acknowledge, investigate, and respond
  • Expected timeframes
  • Your escalation options, including ComReg
  • Your statutory rights

2. What Is a Complaint?

In accordance with ComReg Decision D04/17, a complaint is defined as:

“An issue raised by an end-user to an undertaking relating to that undertaking’s product or service or its complaints handling process where the issue remains unresolved following an initial attempt by the undertaking to resolve it, or where there has been no attempt by the undertaking to resolve it and the end-user expresses dissatisfaction, through one of the channels set out in the code of practice, that the issue remains unresolved.”

This definition applies to all Standard Utilities customers within the Republic of Ireland.

3. How to Make a Complaint

You can submit a complaint through any of the following channels:

3.1 By Telephone (Republic of Ireland)

01 908 8888
Northwood, Santry, Dublin 9
Monday–Friday, 9am–5pm

3.2 By Email

support@hellosu.com

Please include your account number and a description of the issue. 

3.3 Online Complaint Form

Submit online at: https://hellosu.com/complaints 

3.4 By Post (Republic of Ireland Office)

Standard Utilities Limited
Northwood, Santry
Dublin 9
Ireland 

4. Information We Need From You

To assist us in resolving your complaint quickly, please provide:

  • Your name and contact details
  • Your account number or service reference
  • A clear description of the issue
  • Dates, times, examples, or supporting evidence where applicable

5. How We Handle Your Complaint

5.1 Acknowledgement

We will acknowledge your complaint within 2 working days and issue you a case reference number.

5.2 Investigation

Your complaint will be reviewed by a trained member of our Support or Compliance Team.
We may contact you for further information if required.

5.3 Resolution Timeframes

We aim to resolve your complaint within:

  • 10 working days for standard complaints
  • 20 working days for complex cases

If we cannot meet the expected timeframe, we will:

  • Inform you of the delay
  • Provide a revised estimated timeline
  • Keep you updated throughout

6. Escalation Process

If you are not satisfied with our initial response, you may escalate your complaint as follows:

6.1 Step 1 – Senior Customer Care Team

You may request escalation to a senior team member by replying to your case email or calling our support line.

7. Escalation to ComReg (Republic of Ireland)

If you remain dissatisfied after completing Standard Utilities’ internal complaints process, you may refer your complaint to:

Commission for Communications Regulation (ComReg)
Phone: 01 804 9668
Website: www.comreg.ie

Email: businessconsumers@comreg.ie

ComReg may assist in resolving your issue where relevant.

8. How Your Complaint Is Logged

Standard Utilities maintains a structured log of all complaints, including:

  • Your name, address, phone number, and account number
  • The nature and details of the complaint
  • Dates of receipt, updates issued, actions taken, and final closure
  • Copies of all written and verbal communications relating to the case
  • Associated documentation, notes, and outcomes

Record Retention

  • Complaint records are retained for a minimum of 2 years
  • Complaints involving financial matters are retained for 7 years

These retention periods ensure full compliance with ComReg requirements and Irish law.

9. Refunds and Compensation

Refunds or compensation may be offered where appropriate, assessed on a case-by-case basis, including circumstances such as:

  • Billing errors
  • Extended or repeated service faults caused by Standard Utilities
  • Failure to supply contracted services

Refunds may be processed via:

  • Credit to your account
  • Bank transfer
  • Cheque

Refunds typically issue within 21 days.

10. Accessibility

Standard Utilities is committed to ensuring accessibility for all customers.
This Code is available:

  • On our website (HTML and PDF)
  • By post upon request
  • In accessible formats, including large print

11. Cost of Complaints Handling

There is no charge for submitting or having a complaint handled.

12. Your Statutory Rights

Nothing in this Code affects your statutory rights under Irish law, including:

  • Consumer Protection Act
  • Communications Regulation Acts
  • General Data Protection Regulation (GDPR)
  • Other applicable consumer and data protection legislation

13. Compliance and Review

This Code is reviewed annually, or sooner if required due to legislative or regulatory changes.

Last updated: December 2025