Accessibility

Accessibility Statement

Access to telecommunications services has the potential to greatly enhance quality of life, for our customers regardless of age and abilities.  All members of society can enjoy the benefits available from modern telecommunications in Ireland.

In this section we provide details of the services and devices that are designed to assist in ensuring accessibility including vision, hearing, mobility or dexterity requirements.  We also provide links to other relevant sections of our website (www.eir.ie) containing further detail on our devices, services and associated pricing and terms and conditions.  Should you need further information that is not available on our website or further assistance we also set out the various means by which you can contact us.

Website Accessibility

We are also working to continuously enhance the level of compliance of our website with the standards set under the Web Accessibility Initiative, as developed by the World Wide Web Consortium (W3C), which aim to facilitate web access.  eir also maintains a close relationship with key disability representative groups.

This statement is subject to review annually and will be amended as required following each review.  It was last updated in May 2018.

Useful Phone Services

Irish Text Relay Service (ITRS)

The ITRS is an enhanced text relay service that enables the translation of text into voice and voice into text to facilitate a person that is deaf or hard of hearing in making and receiving calls.  These calls are relayed through an ITRS agent who performs the translation.  The service is accessible from mobile phones, tablets and PCs, enabling conversations through text.  The ITRS app is available for Android and IOS  devices. You can use the ITRS service on a PC or laptop through a link on the ITRS web site.    The original text relay service continues to be supported through dedicated Minicom devices without the need to make any changes. 

For more information on ITRS, how to get it and how to use it, click on the following link:  https://www.itrs.ie/

112 Emergency SMS Service

The 112 SMS service allows a person that is deaf or hard of hearing to send an SMS text message to the Emergency Call Answering Service (ECAS) which will be relayed to An Garda Síochána, the Ambulance service, the Fire service, or the Irish Coastguard.

You must REGISTER for the service and you can find out how it works on www.112.ie.

Free directory enquiries (DQ) service ‘196’

Phone listings are available to all free of charge at www.eirphonebook.ie.  If you are unable to use the online or printed phonebook due to an accessibility requirement you can register for free directory enquires service by dialling 196.  You must first register for this service either by calling Freefone 1800 574 574 or clicking on this link to access the registration form.  

To use the DQ service.  Dial 196.   An agent will ask you to validate your use of the service by quoting your PIN number and your name.  You will then be able to request a phone number by providing the name and address of the person/company whose number you require.

eir Mobile prepay top-up

You can top-up anytime using our online top-up service. This allows you to check your balance, make a quick top-up or save your payment details in your profile for even faster topping up in future.   If you choose to register for a top-up account, this will allow you to text top-up, top-up online or even schedule a frequent top-up Alternatively you can activate a top-up voucher by sending the voucher number to freetext 50103. 

 

Accessible phone features for Fixed line and Mobile handsets

Restricted vision phones:   Fixed line Handsets have a raised dot on the number 5 to help people with restricted vision to key in numbers more easily.   In addition, cordless phones have an illuminated display and keypad, making it easier to see the numbers dialled.

Hands free/loudspeaker phones:   These phones facilitate accessibility for hearing, dexterity and mobility.

Automatic redial:   This feature aids dexterity with speed dial and automatic redial buttons.  This means that you can pre-programme the numbers that you use most often and call the last number dialled without having to re-enter the number.

Vision Supports

  • Keypad: features including large buttons, a raised dot on the number 5 key, back-lit keys or sound or touch feedback
  • Variable font size and screen backlighting
  • Speech based commands allowing hands free dialling and control of key phone features
  • Caller announcement, so you know who's calling without having to look at the screen
  • Text to speech software can be installed on some phones so you can listen to text you have trouble reading

Hearing Supports

  • Visual alerts and vibrate options to alert users to incoming calls and messages
  • Volume control both on the handset and remotely using connected devices
  • Wired and wireless in-ear headset
  • To support text communications, predictive text and various input methods including QWERTY keyboards
  • Inductive neck loops, to allow wireless hearing aid connectivity

Dexterity and Mobility Supports

  • Large buttons to aid accuracy in entering numbers and text
  • Speech based commands allowing hands free dialling and control of key phone features
  • Predictive text with swipe entry mode to simplify text entry
  • Wireless headset connectivity and loudspeaker functions allowing use of the phone without having to hold it

Mobile Phones to Match your Requirements – Accessibility Apps

Accessibility Apps are available to assist users finding the most useful mobile phone and tablet to match your requirements.   The Global Accessibility Reporting Initiative (GARI) website provides a central source of information on mobile phones and apps, setting out the features that are available on a wide selection of devices and apps.  This provides a useful guide in selecting the phone that best suits your needs.

For guidance on Phones & Tablets go to www.gari.info/findphones.cfm

Find guidance on Mobile Apps go to www.gari.info/findapps.cfm

For information on our mobile bundles, devices and SIM only mobile plans click here.

Phone Testing and Return

If you purchase a handset in-store from eir and you wear a hearing aid/cochlear implant  you can return the device if it is not compatible with your specific hearing needs within 14 days of purchase at an eir store provided that it and any accessories are retuned  undamaged and in the original packaging. 

Reading bills and other information

On-line - view your bill online, this facility enables you to enlarge any page of your bill for ease of reading.  You can pay your bill on line at my eir.   To register, you must have an email address.  Once you have registered with us you can view, analyse and pay your bill online by Debit or Credit Card, or set up a direct debit.

Over the phone - alternatively you can also pay your bill by Debit or Credit Card by phoning Freefone 1800 24 1901.  You can also listen to your bill balance and the last amount paid on your bill through an automated service.  You can also choose to speak to an agent who will deal with your query, and can set up direct debit on your account without the need for a signature.

Bills in Braille - eir provides a service for customers who wish to receive their bills in Braille – Contact Care to request this.  In addition, bill payment can be taken over the phone by Debit or Credit Card.  

Authorised or Nominated User for Your Account

You can choose to appoint a nominated or authorised user to your account. This will allow us to discuss aspects of your account and to carry out certain transactions with the nominated person. If you would like to nominate an authorised user please get in touch with us via this link Contact Us.

Customer Support

eir provides support to customers either online at Contact Us, over the phone at 1901, or through  Web Chat.  

Online you can avail of the following services via my eir

  • View your bill
  • Pay us by Debit / Credit Card
  • Set up Direct Debit
  • Order a product or service
  • Report a fault or track an order
  • Avail of great online offers
  • Register your billing preference
  • Register how you prefer eir to contact you

Customer Complaints Handling Procedure

eir operates a Code of Practice that is designed to foster open and fair dealings with respect to the handling of complaints.  The Code outlines the standards that apply to the handling of complaints by eir.  For more information click here.

Registering your requirements - Choosing the Price Plan, Communications Medium and Billing that Best Suits You

eir offers a range of price plans to suit a variety of needs, whether your priority is Voice, Text or Data.  You can get full details of the plans on offer on www.eir.ie, or by contacting our Care team (please click on this link Customer Support or section above for full contact details).

When you apply for service with eir, you can choose your preferred billing format and how eir may contact you in respect of our latest offers, which includes no contact or contact via one or more of phone calls, SMS, email and by post.  You can change these preferences by clicking on this link contact us.  Please remember to have your phone number and or account number to hand.

Help with costs

The eir vulnerable user scheme - If you are currently spending less than €10 (inc. VAT) each month on calls (charged at standard rates), you may wish to avail of the eir vulnerable user scheme.  This scheme entitles you to the first €5 (inc. VAT) worth of calls free.  Please note that this plan is designed for low usage as calls are billed at double the standard rate thereafter.  For further information click on the following link Vulnerable User Scheme.

Call packages

- eir offer many call, Internet and bundle packages.  Click on the link www.eir.ie for further details.

Terms and Conditions

To view general terms and conditions and related terms and conditions to your services click on the following link www.eir.ie/termsandconditions.

Useful Links

Please see below a list of other organisations that may be of interest: