Customer Charter

At Energywise Ireland, we are committed to providing exceptional service and value to our customers. This Customer Charter outlines our commitment to you and the standards you can expect from us as we work together to achieve energy efficiency and savings.

Our Commitment and Values:

  • We are dedicated to delivering high-quality energy-saving solutions and services to help you optimize
    energy usage, reduce costs, and contribute to a sustainable future.
  • • Our 4 core values are built around one commitment to both you our customer and our staff. 
Energywise-ireland
Energywise-ireland

Sustainability – Committing to environmental and social responsibility

  • Environmental Stewardship: Energywise Ireland focuses on energy efficiency, we are committed to minimizing our environmental impact. We will continually explore and implement sustainable practices in our operations.
  • Community Engagement: Energywise Ireland actively engage with the communities we serve. Through outreach programs and education initiatives, we aim to raise awareness about energy efficiency and contribute positively to the communities we operate in.

Accountability – Taking ownership of responsibilities and delivering on commitments

  • Privacy: Your privacy is of utmost importance to us. We will handle your information with the highest level of confidentiality and security, in compliance with Data Protection Act 2018. 
  •  Access to Information- You have the right to access information about our products, services, and your account. We will provide you with the necessary details to make
    informed decisions regarding your energy-saving initiatives. Initial contact for these requests can be made via email to info@energywiseireland.ie.
  • Right first time: Energywise Ireland emphasizes the importance of getting your required works right on the initial attempt, reducing the need for corrections or revisions. This company wide mindset is valuable in preventing the need for rework and ensuring higher overall quality in the outcomes.
  • Peace of mind: Upon receipt of a customer issue, it is crucial to adhere to a defined timeline for the close-out process. This ensures that complaints are resolved promptly and that customers are kept informed throughout the resolution journey. 

Flexibility – Being adaptable and respond to changing market dynamics

  • Energy Efficiency: Our team comprises knowledgeable professionals who will provide you with expert advice and solutions to maximize energy efficiency in your operations or residence.
  • Continuous Improvement: We are dedicated to continuous improvement. Your feedback is invaluable, and we will use it to enhance our services, products, and overall customer experience. 
  • Tailor Made Solutions: The emphasis is on you! Energywise’ focus is on individualization, recognizing that everyone’s needs and preferences are unique. This approach aims to provide a higher level of satisfaction and effectiveness by addressing specific requirements rather than offering generalized solutions.

Excellence – Striving for exceptional quality and high standards in all endeavours

You, our customer, are at the centre of everything we do. We will listen to your needs, provide expert advice, and tailor our services to meet your unique requirements.

  • Service Standards: We strive for excellence in all aspects of our service. Our standards include timely response, accurate information, and efficient resolution of any issues or concerns you may have.
  • Communication: We are committed to transparent and open communication. We will keep you informed about our products, services, and any changes that may
    affect you. Expect clear and prompt responses through all our communication channels.
  • Responsiveness: We will acknowledge your inquiries, compliments and complaints promptly and aim to provide resolutions within agreed timelines. In case
    of any delays, we will keep you informed about the progress and expected resolution times. We aim acknowledge your initial correspondence within a 24-hour period.
  • Pricing Transparency: Our pricing will be transparent, and you will receive clear breakdowns of costs associated with our products and services. We are committed to providing value for your investment in energy efficiency.

At Energywise Ireland, we value the trust you place in us and are dedicated to exceeding your expectations. By adhering to the principles outlined in this Customer Charter, we aim to build a lasting partnership focused on achieving energy efficiency and savings for a sustainable future.

Complaints

Submittal:

  • Complaints can be submitted through our general in box info@energywiseireland.ie or directly through you project manager.

Receipt of Complaint:

  • Within 24 hours of receiving your complaint, you will receive an acknowledgement of receipt of the complaint

Assessment of Complaint:

  • The initial assessment of the complaint, including severity and categorization, will be complete within 48 hours of receipt.

Investigation of Complaint:

  • The complaint will be assigned to the appropriate investigation team or officer within 72 hours of receipt.
  • The complainant will receive regular updates on the investigation progress, with at least one update every five business days.

Resolution of Complaint:

  • Energywise Ireland will strive to resolve the complaint within 10 business days from the date of initiation of the investigation.
  • The resolution to the complaint will be communicated to the complainant promptly, providing details of actions taken and any follow-up steps.

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