Complaints Handling Code of Practice
1. Introduction
We are committed to providing high-quality telecoms services and excellent customer support. If something goes wrong, we want to put it right quickly and fairly.
This Complaints Handling Code of Practice explains how you can raise an issue with us, how we will respond, and what you can do if you’re not satisfied with the outcome.
This Code is published in line with the requirements of the Commission for Communications Regulation (ComReg).
2. What Is a Complaint?
A complaint is any expression of dissatisfaction about our products or services where you expect us to take action or provide a resolution.
Examples include:
- Billing or charging issues
- Service disruption or faults
- Installation or activation delays
- Customer service concerns
- Contract, plan or price disputes
3. How to Make a Complaint
You can contact us using any of the following methods:
Phone:
0818 297 297
Operating Hours: 9.00 am to 17.30 pm
Email: support@i-telecoms.com
Post:
Creland Telecoms Limited (t/a Itelecoms) 2 The Close Tirmoghan,
Donadea,
Co. Kildare
W91 CY27
When submitting a complaint, please include:
- Your name
- Your account number / phone number
- A description of the issue
- Any relevant dates or documents
- Your preferred method of contact
4. How We Handle Your Complaint
• Acknowledgement:
We will acknowledge your complaint within 2 working days.
• Investigation:
A member of our team will review your case, examine records, and if necessary,
contact you for more information.
• Resolution Timeline
We aim to resolve all complaints within 10 working days.
If more time is required, we will let you know the reason and provide a revised timeline.
• Keeping You Updated
We will keep you informed at key stages and provide updates through your
preferred communication method.
5. If You Are Not Satisfied
If you are unhappy with our response or how we have handled your complaint, you may request that the case be escalated to a senior specialist or manager.
6. Independent External Review — ComReg
If you feel your complaint has not been resolved satisfactorily after following our full internal process, you may contact ComReg for free and independent advice.
ComReg Contact Details:
Phone: 01 804 9668 / 0818 01 7575 Online: www.comreg.ie/consumer Email: consumerline@comreg.ie
7. Record Keeping
We maintain complete records of all complaints for a minimum of two years. This includes your original complaint, steps taken to resolve it, and the final outcome.
8. Accessible Formats
This Code of Practice is available on our website and can be provided in alternative formats (large print, audio, etc.) upon request.
9. Updates to This Code
We may update this Code from time to time to reflect regulatory changes or improvements in our service. The latest version is always available on our website.