Our Customer Care Code of Practice for Complaint Handling
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At eircom we aim to be Ireland's leading class service provider, delivering a comprehensive range of advanced communication products to you our customer.
1. How to contact us with a complaint
If you would like to register a complaint, here are a number of different ways you can contact us.
By phone
You can contact our Customer Care team directly on freefone 1800 200 481, 9am - 5.30 pm (Mon - Fri) where you can speak to one of our Customer Care Executives and register your complaint.
The Customer Care Executive will provide his / her own name and provide you with your unique reference number and acknowledge your complaint on the phone.
Our aim is to resolve your complaint to your complete satisfaction. Our Customer Care Executive will resolve your complaint as quickly as possible, preferably during your phone call. If this is not possible we will inform you of the length of time we expect it to take to investigate and resolve the complaint.
By letter
If you prefer to put the complaint in writing, you can send it to the following address:
eircom Customer Care Marketing Department,
4th Floor, Block B, Cumberland House, Fenian Street, Dublin 2.
By fax
If you wish to send us your letter of complaint by fax, you may fax us on 1800 200 480.
By email
To ensure your complaint is effectively resolved, please ensure you specify the cause of your complaint and provide your eircom account number (located at the top of your bill).
What happens once we receive your complaint?
We will acknowledge all complaints received by letter, fax or e-mail within two working days of receiving your complaint. We will provide you with your unique reference number and inform you of the length of time we expect it to take to investigate and resolve the complaint.
Resolution timeframes
It is our aim to resolve all complaints received as quickly as possible and to your satisfaction. Where possible we will resolve your complaint at first point of contact.
When we receive your complaint we will categorise it into one of the following main categories: Billing, Installation, Service Degradation, Repair, and Miscellaneous.
We have set indicative timeframes for resolution of complaints for each of these categories:
Billing - within 5 working days of receiving the complaint.
Installation - under the terms of our customer service guarantee if we fail to install your line within 10 working days of our agreeing to do so you can claim a credit of two months free rental. Also if you have a complaint about installation we aim to resolve your complaint within 10 working days.
Service Degradation - If your complaint falls under the category of Service Degradation we will respond immediately outlining the investigation procedure and the resolution timeframes envisaged.
Repair - under the terms of our customer service guarantee it is our aim to clear all faults within 2 working days, if we fail to meet this deadline you can claim the equivalent of two months line rental. Also if you have a complaint to make about a repair we aim to have the complaint resolved within 2 working days of receiving the complaint.
Miscellaneous - within 10 working days of receiving the complaint.
Depending on the individual complaint it may not be possible to resolve every complaint within these timeframes. If we are unable to resolve your complaint within the timeframes, we will keep you regularly informed throughout the process and inform you of the length of time we expect it to take to investigate and resolve.
We will notify you of the resolution of each complaint and retain records of your complaint for a period of not less than one year.
Escalation procedures
We have a team of trained Customer Care Executives in place to investigate and resolve your complaints.
If you are not happy with the Customer Care Executive or the way in which they handle your complaint you can ask to have the matter escalated to a supervisor or manager in the appropriate area. The supervisor or manager will provide you with a revised resolution timeframe.
He / she will review and discuss the issue with you and try to reach a satisfactory resolution.
If, having contacted the manager/supervisor you feel that we have still not dealt with your complaint satisfactorily, you can ask for the matter to be reviewed by the Head of Customer Care Marketing.
Once you are happy with the resolution of your complaint, the complaint will be closed on the complaint handling system.
Disconnection policy
It is our policy here at eircom that bills due must be paid on or before the date specified on the bill. This normally allows a period of 14 days after the bill date for payment, 21 days if you pay by direct debit.
If you do not pay your account by the due date we may restrict your ability to make and receive calls. Before doing this we will endeavor to contact you to remind you that your bill is overdue.
Should your line be restricted in this manner you will still be able to contact the emergency services via 112 or 999.
If after we restrict service in this way your balance remains outstanding we will write to you informing you that your contract will be terminated (notification of termination).
If the amount due remains unpaid after the time specified in the notification of termination your account will be terminated and your line removed. At this point you will no longer be able to contact the emergency services and will receive your final bill.
We will continue to follow up on outstanding balances after the final bill issues.
Our customer service guarantee
We also operate a customer service guarantee. This service guarantee is operated in parallel with our code of practice for handling your complaints. It is provided for within the service guarantee that where we do not meet certain target dates for installation and fault clearance you may be entitled to a rebate.
You can contact our customer service guarantee center on 1800 400 000 in relation to complaints or claims of this nature.