Code of Practice for Complaint Handling

1. Purpose

This Code of Practice explains how Regional Broadband handles complaints from end-users of our electronic communications services.

This Code of Practice is easily available on our website and we can provide an electronic copy free of charge on request. We will take reasonable steps to assist end-users with accessibility requirements and to provide key complaint-handling communications in a durable form.

Our complaints process is designed to ensure complaints are managed in a manner that is:

Fair
Prompt
Transparent
Inexpensive
Non-discriminatory

This Code of Practice is intended to comply with the Communications Regulation and Digital Hub Development Agency (Amendment) Act 2023, the European Union (Electronic Communications Code) Regulations 2022, and applicable requirements and guidance issued by the Commission for Communications Regulation (ComReg).

2. Raising an Issue

2.1 Support Channels

Before submitting a complaint, customers are encouraged to contact Regional Broadband through our primary customer support channels so that we can attempt to resolve the issue as quickly as possible.

Customer support can be contacted via:

Telephone: 01 5133042
Email (technical support queries): [email protected]
Email (billing queries): [email protected]

Most issues can be resolved through our customer support team and will not be treated as formal complaints.

2.2 Complaints

If a customer remains dissatisfied after contacting our customer support team, they may submit a formal complaint.

All complaints should be submitted by email to [email protected]. Customers do not need to use the word “complaint” for a matter to be treated as a complaint.

For the purposes of this Code, a complaint means an issue raised by an end-user relating to our products, services, or complaint handling process where the issue remains unresolved following an attempt to resolve it through customer support, or where the end-user expresses dissatisfaction that the issue remains unresolved.

Once your complaint is received, it will be logged and processed in accordance with the procedures described in this document.

3. Complaint Handling Process

When a complaint is received, Regional Broadband follows a structured process to ensure it is recorded, acknowledged, and resolved efficiently.

3.1 Acknowledgement

We acknowledge all complaints within 2 working days. The acknowledgement will include:

the date the complaint was received;
a unique reference for the complaint;
the expected timeframe for our next substantive contact and/or complaint response; and
a link to this Code of Practice.

3.2 Complaint Recording

For each complaint we maintain a record that includes:

The date the complaint was received
All subsequent communications
Any actions taken to investigate or resolve the complaint

These records help ensure transparency and effective tracking of each case. Complaint records, including related communications and documentation, will be retained for at least 12 months after the complaint has been closed.

3.3 Reference Numbers

Each complaint is assigned a unique reference number used for tracking.
This number will normally appear in the subject line of communications.
In rare situations, the reference number may change (for example, if support tickets are merged).
If this occurs, both the old and new reference numbers can still be used to track the complaint.

4. Complaint Resolution

Regional Broadband is committed to resolving complaints as quickly and effectively as possible.

4.1 Initial Response

After receiving a complaint we will:

Confirm receipt of the complaint
Outline the next steps in the investigation
Provide an expected timeframe for our next contact

4.2 Progress Updates

Throughout the process we will:

Keep you informed of the progress of your complaint
Provide updates until the issue has been fully resolved.

4.3 Resolution Timeframe

Regional Broadband will issue a complaint response within 10 working days from the day on which the complaint was first notified to us.

Where the complaint cannot be fully resolved within 10 working days, our complaint response will:

explain that the complaint remains open;
set out the reasons why final resolution has not yet been reached;
provide an expected timeframe for resolution, where appropriate;
explain the steps being taken to progress the matter.

5. Refunds

If a complaint investigation determines that the end-user is entitled to a financial remedy, Regional Broadband will normally provide this in the form of an account credit. In some cases we may determine that a direct payment refund is more appropriate, such as where:

the reimbursement value exceeds the equivalent of six months of service; or
the customer has cancelled their service with Regional Broadband.

Eligibility for any financial remedy is assessed on a case-by-case basis following investigation of the complaint. The form and value of any reimbursement will be determined by Regional Broadband based on the circumstances of the complaint and applicable regulatory requirements.

6. Escalation Process

If you are not satisfied with the handling or outcome of your complaint, you may request escalation.

6.1 Escalation to Team Leader

You may request escalation to a Team Leader.
The Team Leader will contact you as soon as possible to discuss your complaint and attempt to resolve it.

6.2 Escalation to Senior Management

If the complaint remains unresolved:

The issue may be escalated to a Senior Manager for further review and action.

6.3 Referral to the Regulator

If the complaint has not been resolved within 10 working days from the date it was first notified to us, or if you remain dissatisfied with the outcome after our internal complaint handling process has been completed, you may refer the dispute to ComReg:

Phone: 01 8049668
Email: [email protected]
Website: www.comreg.ie
Address: One Dockland Central, Guild Street, Dublin 1, D01 E4X0

7. Zero Tolerance Policy

Regional Broadband is committed to maintaining a safe and respectful environment for both customers and employees. This policy outlines the standards of behaviour expected when communicating with us through any channel, including telephone, email, online chat or in person. It forms part of your agreement with Regional Broadband alongside our Terms and Conditions. We may revise this policy from time to time to reflect legal requirements or operational best practice.

7.1 Behaviour We Do Not Accept

We will not tolerate behaviour that creates an unsafe, abusive or hostile environment. Examples include, but are not limited to:

Threats, intimidation or any form of violence.
Offensive or discriminatory remarks relating to race, nationality, ethnicity, religion, gender, sexual orientation, gender identity, disability, age or similar characteristics.
Abusive or aggressive language, including shouting, swearing or deliberate disruption.
Harassing behaviour such as repeated unwanted contact or nuisance communications.
Attempts to obtain confidential or sensitive information through deception or manipulation.

7.2 Our Response

Where behaviour is considered unacceptable, Regional Broadband may take appropriate action, including:

Ending the interaction immediately.
Recording the incident on the customer account.
Asking that future communication takes place in a respectful manner.

In more serious or repeated cases, we may also:

Restrict or block certain contact methods.
Require communication to take place through a designated contact point.
Report incidents to the relevant authorities where appropriate.
Suspend or terminate services in accordance with our Terms and Conditions.

If action is taken that affects your account, we will notify you in writing. You may request a review of the decision by contacting our management team within 30 days.

7.3 Call Recording

Interactions with Regional Broadband may be recorded or monitored for training, quality assurance and compliance purposes. By contacting us, you acknowledge and accept this.

Regional Broadband reserves the right to amend this policy where necessary.