At ESB, we are fully committed to providing a universally accessible website for all our customers. This website adheres to the guidelines of the international Web Accessibility standard WCAG 2.0 Level-AA. It has been built using HTML5, and is JAWS compliant. We also engage with a number of disability organisations to assess and test the accessibility and usability of our websites.
If you find the text size on this website too small to read comfortably, you can change the size to meet your requirements. The browser that you use will have its own accessibility options or free downloads to increase your accessibility options and improve your browsing experience.
Some of the content on this site, such as videos, may also require plugins to work on your browser. This and other helpful guides on how to better your online experience can be found on Better Web Browsing: Tips for Customizing your Computer.
We are always looking for ways to enhance and improve our customer service, including our websites. Should you have any issues accessing this website, please contact the ESB Access Officer, by writing or emailing, with your query.
ESB Access Officer
Role of ESB Access Officer
The role of the Access Officer is to help ESB customers and employees with disabilities to access ESB services and information more easily.
How to Lodge a Complaint of Non-Compliance with the Disability Act 2005
You can make a complaint to ESB under the Disability Act 2005, if you consider that we have failed to comply with Sections 25 to 29 (inclusive) of the Act. All complaints must be made in writing and must relate to relevant services specified in the Act.
If you consider that you have grounds for making a complaint under the Act, please forward your complaint in writing to the Access Officer at the address above. It will then be forwarded to the appropriate ESB Business Unit for investigation and reply.
All investigations are carried out in line with the ESB Equal Opportunities and Diversity Code of Practice. This states:
“ESB is committed to a policy of fairness and equity in its employment practices, and in the manner in which it deals with staff and customers … our customers will be dealt with in a fair, honest and transparent manner and the principles of equality and fairness will be maintained in all our business transactions.”
Further Investigation Options
If you are not happy with the result of our investigation, you may request to have the matter referred to a higher level in ESB for review.
If you are not satisfied with this second reply, you can refer your complaint (and our replies) to the Ombudsman for consideration.
Office of the Ombudsman,
18 Lower Leeson Street,
Phone: 01 639 5600
Lo-call: 1890 223030
© Copyright Tilbury Green Power Limited 2016