Irish Broadband
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CODE OF PRACTICE FOR CUSTOMER COMPLAINT HANDLING
1. How to contact irish broadband with your complaint
Irish Broadband customers can register a complaint in a number of different ways:
Telephone
You can call Irish Broadband on Lo-call number 1890 564 456 or on 01 481 8400 . Calls are answered by our Customer Care team from 9am to 8pm , Monday to Friday and 10am to 4pm on Saturday, Sunday and Bank Holidays. Outside these hours, an answering machine is available to record voice messages.
Our customer care staff will provide you with your customer ID number and record your complaint in our customer database. If possible, the complaint will be resolved during the phone call. Otherwise, our customer care representative will inform you of the manner in which the complaint will be dealt with and the expected length of time to resolve the complaint.
Letter
Complaints may be sent in writing to:
Irish Broadband Customer Care
Unit 6
Sandyford Business Centre
Sandyford Industrial Estate
Dublin 18
Complaints may be e-mailed to: Support@irishbroadband.ie
On line
Complaints may be registered on-line at: http://www.irishbroadband.ie/htmdocs/contact_us/contact.htm
2. Complaint handling process
The following steps apply to all complaints received by Irish Broadband:
1) Initial contact by customer
Complaints are received by phone, e-mail, web or letter.
2) Acknowledgement of complaint
All complaints will be acknowledged within two working days. Phone complaints are acknowledged immediately on receipt of the call by Irish Broadband's customer care representative.
3) Investigation of the complaint
Irish Broadband aims to resolve all complaints within the shortest possible timeframe. In many cases, the complaint can be resolved at the initial point of contact. However, where this is not possible the complaint is escalated to the relevant department within Irish Broadband.
4) Internal escalation of complaint
Irish Broadband aims to resolve all complaints within the following indicative timescales. The following applies to all complaints which are identified to be the responsibility of Irish Broadband or are as a result of a failure in Irish Broadband's network.
Billing - Complaints and queries relating to billing issues will be resolved within 5 working days.
Installation - Irish Broadband aims to resolve any complaints regarding installation within 10 working days. All customer installations have a seven day cooling-off period before contractual terms apply. During this period, customers can cancel their agreement with Irish Broadband with no further obligation.
Service Degradation - Irish Broadband constantly monitors the quality of our network and the quality of all customer connections. Irish Broadband aims to resolve all customer service degradation issues within 5 working days.
Repair - Irish Broadband aims to repair all customer connectivity faults within 5 working days.
Other - all other complaints will be resolved within 10 working days.
5) Notification of resolution of the complaint
Once a complaint is rectified, you will be contacted by a customer care representative to ensure that the fault has been resolved to the satisfaction of the customer. Faults will only be closed with agreement of you, the customer. A record of the complaint and of the resolution will be maintained on Irish Broadband's customer database for a minimum period of 12 months.
3. Disconnection
Irish Broadband requires that customers shall pay all service fees monthly in advance, unless otherwise agreed in writing.
If payment is not received for service on or before the due date for payment, Irish Broadband reserves the right to disable the service until all bills are fully paid. In so doing, Irish Broadband will endeavour to contact you with a reminder that your bill is overdue.
If Irish Broadband restricts your service, we will write to you informing you of the amount outstanding and a final payment date by which the bill must be paid to reactivate the service. If the amount remains outstanding following the stated termination period your account will be terminated and Irish Broadband's modem equipment will be removed.
Irish Broadband will follow up on all outstanding balances after the final bill.
4. Independent agencies
Your statutory rights are not affected by this Code of Practice. For independent advice regarding telecommunications or consumer issues you can contact the following agencies:
Commission for Communications Regulation
Abbey Court , Irish Life Centre, Lower Abbey Street , Dublin 1
Tel: 1890 229 668 or Fax: 01 804 9680
E-mail: consumerline@comreg.ie
Office of the Director of Consumer Affairs (ODCA)
4 Harcourt Road , Dublin 2, Ireland , Dublin 1
Tel: 01 402 5500 or Fax: 01 402 5501
Website: www.odca.ie
Advertising Standards Authority
IPC House, 35/39 Shelbourne Road , Dublin 4
Tel: 01 6608766 or Fax: 01 6608113
E-mail: info@asai.ie
The Internet service providers association of Ireland (ISPAI)
 
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The aim of the association is to provide one voice for the Irish ISP industry at national, EU and International level. The association is represented at many government initiatives and provides a public point of contact for the media. The association is a not-for-profit activity, which is completely funded by the industry on a cost-sharing basis. It funds and operates the www.hotline.ie service which permits members of the public to report illegal child pornography on the Internet. For more information: |
