Ireland Complaints Procedure
We do everything we can to provide the best possible service to our customers. But if you wish to complain, this page outlines what we will do to put things right as quickly as possible.Â
You can raise a complaint by phone, e-mail or letter.Â
Step 1Â
Contact the Customer Service team with your complaint. You can do this by phone, email or letter.Â
Our front-line team member will ask you for all relevant information regarding your complaint and how we can resolve this for you.Â
They aim to resolve your complaint directly with you, preferably during the initial phone call or, if via email, within 5 days. If they are unable to resolve your complaint to your satisfaction, they will escalate the complaint internally to the Customer Relations team for further action.Â
Step 2Â
If the Customer Relations team is not available immediately, they will try and contact you within 5 working days to reach a resolution with you. If they have been unable to speak with you directly, they will contact you in writing outlining their findings and what we can do to resolve your complaint.Â
Step 3Â
In the rare cases where we have not been able to agree upon a resolution after this escalation, you have the option to escalate your complaint to the Customer Relations Senior for review. Within 10 working days they will send you their final written response, along with any new recommendations of actions.Â
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Communications RegulatorÂ
The consumer care team may be able to review the issue, andÂ
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Provide you with a realistic idea of the likely outcome.Â
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If ComReg refer your complaint to Brdy, it is up to us to contact you directly to resolve the matter. However, the Consumer Care Team will keep track of your complaint and follow up with us to ensure if we have contacted you. Â
When we confirm to the Consumer Care Team that your complaint has been resolved, we will also send details of our final response to you. The Consumer care team will then examine this response to make sure that all your issues have been addressed.Â
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Dispute ResolutionÂ
In addition to ComReg Connects complaint handling service, ComReg Connects has introduced Formal Dispute Resolution Procedures for broadband, home and mobile phone complaints that are open with their Consumer Care Team and unresolved with service providers for more than 40 working days. Â
In this case, you must apply to ComReg Connects to adjudicate on your complaint and your application will need to be accompanied by a fee. The complaint must relate to an issue that ComReg Connects has the power to resolve (see ComReg document 18/104 for full details on their website). Visit www.comreg.ie/contact and select Formal Dispute Resolution Procedures for further details.Â
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How to contact our ComRegÂ
Phone: (01) 804 9668Â Â
Monday to Friday: 8am to 8pm Â
Saturday: 9am to 1pm Â
Email: consumerline@comreg.ie or businessconsumers@comreg.ieÂ
