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Code of PracticeGaelic Telecom prides itself on offering the highest quality telecommunication services. We are the fastest growing telecoms provider in Ireland and aim to bring unrivalled levels of service to all our customers. Despite our best efforts from time to time things can go wrong. In the unlikely event that the level of service does not meet your expectations, it is important we hear from you. Contacting us gives us the opportunity to correct any shortcomings, but more importantly helps us learn and improve the levels of service we provide to all our customers. 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. "Telephone" You can contact our Customer Service Team directly on LoCall 1890 929 929, 24 hours a day, 7 days a week, 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 ticket number and acknowledge your complaint on the phone. Our aim is to resolve your complaint to your complete satisfaction. Our Customer Service Team 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 (to the best of our ability) we expect it to take to investigate and resolve the complaint. "Letter" If you prefer to put the complaint in writing, you can send it to the following address: Gaelic Telecom , "Fax" If you wish to send us your letter of complaint by fax, you may fax us on "01 - 437 5454". "Email" You can send your complaint by email to complaints@gaelictelecom.ie. To ensure your complaint is effectively resolved, please ensure you specify the cause of your complaint and provide your Gaelic Telecom "account number" account number (located at the top of your latest phone bill or Order Confirmation Details that would have been forwarded with your Welcome Letter to the Service). 2. 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 ticket number and inform you of the length of time we expect it to take to investigate and resolve the complaint. 3. 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:
We have set indicative timeframes for resolution of complaints for each of these categories: "Billing" All reasonable efforts will be made to resolve billing issues within 7 working days of receiving the complaint. "Transfer of Your Line" Under the terms of our customer service we endeavour to arrange for the transfer of your line to Gaelic Telecom within 10 working days. "Service Interruption" If your complaint falls under the category of Service Interruption we will respond immediately outlining the investigation procedure and the resolution timeframes envisaged. "Fault Repairs" Under the terms of our customer service it is our aim to clear all faults within 2 working days. We endeavour to meet this timeframe at all times, however there are instances that are beyond our control. 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 your complaint. Depending on the individual circumstances it may not be possible to resolve every complaint within 10 working days. 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. 4. 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 he or she handles your complaint you can ask to have the matter escalated to their manager. The 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 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. Once you are happy with the resolution of your complaint, the complaint will be closed on the complaint handling system. 5. Disconnection policy It is our policy here at Gaelic Telecom that bills due must be paid on or before the date specified on the bill. This normally allows a period of 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 endeavour 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. 6. Useful addresses and telephone numbers You can seek independent advice on your complaint from any of the following: Commission for Communications Regulation (ComReg) Regtel Office of the Director of Consumer Affairs (ODCA) Advertising Standards Authority Small Claims Courts This Code of Practice in no way infringes on your statutory rights. |
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