Complaint Handling Process & Code of Practice
The following steps apply to all complaints received by Kerry Broadband Limited:
If you have a complaint regarding Kerry Broadband or it’s services email full details of the complaint complete with your Name, Address and account ID number to [email protected] or by post to Kerry Broadband Ltd, Block K, Unit 3, Monavalley Business Park, Tralee, Kerry, V92P4FA.
If you have a billing and accounts query or complaint, please email full details of your complaint complete with your Name, Address, and account ID number to [email protected] or by post to Kerry Broadband Ltd, Block K, Unit 3, Monavalley Business Park, Tralee, Kerry, V92P4FA.
Acknowledgement of complaint:
All complaints will be acknowledged within five working days. Investigation of the complaint policy – Kerry Broadband aims to resolve all complaints within the shortest possible timeframe. In many cases, the complaint can be resolved at the initial time of contact. However, where this is not possible the complaint will be escalated to the relevant department or level of management.
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 your satisfaction. Faults will only be closed with agreement of you, the customer.
If you wish to telephone Kerry Broadband Ltd, the staff member receiving your call will provide you with his or her first name upon request. Record same for future reference or so as to allow you to revert to the same person working on your query or complaint later.
Please have your account name, address and customer/client ID number available when telephoning, in order that we may verify that you are the authorised customer contact, raising the query or complaint. Kerry Broadband Ltd will not engage with a customer unwilling or unable to provide the relevant customer details due to GDPR rules.
The staff member receiving your call will either resolve your complaint or transfer your complaint to a more appropriate person to endeavour to resolve your query or complaint to your satisfaction. Where possible, our staff will resolve your concern at the time of first point of contact.
If you are not satisfied with the resolution, or if you feel that you have not received a fair hearing, your complaint can be escalated to a supervisor or manager upon your request. He or she will review your complaint and resolutions offered and discuss the complaint with you. If your complaint remains unresolved it can be escalated to the Operations Manager and subsequently the Managing Director of the company. 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: [email protected]
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: [email protected]
The Small Claims Court – The Small Claims Registrar, Dolphin House, East Essex Street, Dublin 2 – Tel: 01 8886000 Website: www.courts.ie
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 team on 0667136657 in relation to complaints or claims of this nature.
For installation and fault clearance the rebate does not apply to services other than installation and for fault clearance in the circumstances outlined below: Extreme weather conditions (e.g. storm, lightening, flooding). Serious damage to telecommunications equipment caused by a third party.
When a customer is unavailable to have their fault repaired within the target response time for field service which is applicable to the customer’s current tariff.
When the customer agrees to an appointment at a date after the target response time for field service which is applicable to the customer’s current tariff. If the fault is diagnosed as a non-fault (e.g. access to the internet is available when tested, or the fault lies outside the Kerry Broadband network (i.e. beyond the Kerry Broadband point of customer termination).
The fault is found to be with the Internal wiring and/or telecommunication equipment within the customer premises or a third party property which was not supplied by Kerry Broadband Ltd.