Code of Practice for Complaint Handling

1. Introduction This Code of Practice outlines our approach to handling complaints from end-users of our electronic communications services. It is designed to ensure that complaints are handled in a fair, prompt, transparent, inexpensive, and non-discriminatory manner, in line with the requirements set by the European Communities Regulations and ComReg.

2. Contacting Us with Complaints End-users can make a complaint through the following channels:

Phone: 01-5133042
Email: [email protected]

3. Handling and Recording Complaints When you contact us with a complaint, we ensure:

Acknowledgement: You will receive confirmation of your complaint within 2 working days, along with a unique reference number to be used in all future communications to efficiently track your case.
Record Keeping: We record the date we receive your complaint, a copy of your written complaint, or notes from any calls or oral communications. All subsequent communications are also recorded, including responses and any actions taken.
Reference: Your unique reference number will be noted in all communications with you about your complaint. This number helps us maintain the accuracy and continuity of your complaint’s history.

4. Resolving Your Complaint Our commitment is to resolve complaints effectively:

Immediate Action: Upon receipt of your complaint, we will provide details of the next steps and a timeframe for our next contact.
Updates: We keep you regularly updated on the progress of your complaint until it is resolved.
Resolution Timeline: We strive to resolve complaints within 10 working days. If a resolution cannot be reached within this period, we will inform you of the delay and outline the steps being taken to resolve your issue.

5. Refunds

Eligibility: After investigating your complaint, if a refund is deemed appropriate, it will typically be credited to your account. Eligibility for refunds is considered on a case-by-case basis.

6. Escalation Process If you feel your complaint requires further attention:

Immediate Escalation: You may request escalation to a Customer Care Team leader, who will contact you as soon as possible to discuss and expedite your issue.
Further Escalation: If unresolved, the matter can be escalated to a Senior Manager for review and further action.
Regulatory Referral: If dissatisfaction persists, we provide contact details for our regulator, ComReg, ensuring you have every avenue available for resolution.