Accessibility

Accessibility Statement

Access to telecommunications services has the potential to greatly enhance quality of life, in particular for our older customers and people with a disability. All members of society can enjoy the benefits available from modern telecommunications in Ireland.

We aim to make our services accessible to all our customers and pay special attention to our older and disabled customers. We also offer a wide range of devices including fixed and mobile phones with a host of accessible features.

In this section we provide details of the services and devices that are designed to assist in ensuring accessibility in the case of vision, hearing or dexterity impairments. We also provide links to other relevant sections of our web site 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 web site or further assistance we also set out the various means by which you can contact us.

We are also working to continuously enhance the level of compliance of our web site with the standards set under the Web Accessibility Initiative, as developed by the World Wide Web Consortium (W3C), which aim to facilitate web access for disabled end-users. 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 on 31/12/2015.

Useful Phone Services

Minicom Relay Service

This service allows for the translation of text into voice and voice into text to facilitate a person with a hearing disability in making and receiving calls from a landline. Customers using text relay must have access to a Minicom terminal. The national relay service for Minicom users and those who communicate with them, is available 24 hours a day. Customers can avail of the service on one of the following freefone numbers:

Minicom users dialling a hearing person:

Freefone 1800 207 900

To dial a Minicom user:

Freefone 1800 207 800

Minicom users dialling the emergency services:

Freefone 1800 207 999

Text Relay Service

eir is currently working with other operators to develop an enhanced Text Relay Service in accordance with the requirements set out in ComReg Decision D09/15. The decision required large providers of Publicly Available Telephone Services to implement an enhanced TRS by 1 January 2017.  ComReg envisaged that the industry would leverage a solution that had been developed abroad.  However, this solution was not chosen and the industry decided to develop its own solution which will be hosted in Ireland. We are now at an advanced stage of its implementation which is scheduled for delivery by 31 May 2017. The chosen solution will deliver benefits to end-users both in terms of accessibility and cost. The enhanced TRS will be free of charge, and will continue to use the existing TRS Freefone numbers. It will be handled by a call centre in Ireland.  The existing TRS from Minicom terminals will remain in place until the enhanced TRS is launched, and Minicom access will continue to be supported thereafter.

Free directory enquiries

Phone listings are available free of charge at www.eirphonebook.ie. If you are unable to use the online or printed phonebook due to a sensory or physical disability or medical condition, eir can provide you with free directory enquiries. To register for this service freefone 1800 574 574 to apply to use the eir directory enquiry service free of charge. To access the registration form click here.

To use the service once registered, please follow these steps:

  • Dial 196
  • The agent will ask you, in sequence, for your PIN number, your name, and the name and address of the person/company whose number you require.
  • Customers should have a means of recording the numbers close to hand.
  • If for any reason you are unable to make the call yourself, you can have somebody else do so on your behalf.

Phone listings are also available free of charge at www.eirphonebook.ie

Phone handsets and useful features for fixed line phones

eir supplies a range of fixed line phones and mobile phones with features that may be of benefit to customers with special needs.

Fixed line phones

Restricted vision phones: All fixed line Handsets provided by eir have a raised dot on the number 5 to help people with restricted vision to key in numbers more easily.

In addition, all eir cordless phones have an Illuminated display & keypad making it easier to see the numbers dialled.

Hands free/loudspeaker phones: All eir phones offer this facility, with this feature you don’t need to use the handset at all. Simply adjust the sound level on the loudspeaker to the volume that you require.

Automatic redial - For customers with limited dexterity or mobility all eir phones have speed dial and automatic redial buttons. This means that you can both, pre-programme the numbers that you use most often and call the last number dialled without having to re-enter the number.

For information on these handsets please see handsets.

Mobile Handset Information

With an ever increasing range of smart phones along with standard keypad phones we aim to meet a wide variety of requirements ranging from vision to hearing and dexterity support.

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 dialing 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 Supports

  • Large buttons to aid accuracy in entering numbers and text
  • Speech based commands allowing hands free dialing 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

Find Phones to Match your Requirements

The Global Accessibility Reporting Initiative (GARI) 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 http://www.gari.info/findphones.cfm

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

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

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. eir also provide facilities to pay your bill on line at www.eir.ie/payyourbill. To pay your bill on line, you must first register with us online. 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. In addition you can also listen to your bill balance and the last amount paid on your bill through an automated service or speaking with an agent. You can also choose to speak to an agent who will deal with your query, and can also 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 – all customers have to do is to simply call us free on 1901. An agent will then ensure that your bills are dispatched in Braille. In addition, bill payment can be taken over the phone by Debit or Credit Card. Direct Debit can also be set up over the phone without the need for a signature, making payment easier for customers with limited vision.

Customer Support

eir is continually increasing the range of services and support that are provided on-line, therefore many of your product or service requirement are likely to be addressed through www.eir.ie.

eir provides support to customers either on line at www.eir.ie, over the phone at 1901, or through

eir.ie

Online you can avail of the following services

  • View your bill
  • Pay us by Laser Card
  • Set up Direct Debit
  • Order a product or service
  • Report a fault or track an order
  • Avail of great online offers

Alternatively you can reach our care team by phone. For further details click here. Please remember to have your phone and 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 join 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 see Vulnerable User Scheme.

Call packages - eir offer many call and Internet packages that provide great value for money – see eir talktime for further details.

A Consumer guide for people with disabilities and older people

eir has been an active member of the Disability Forum set up by ComReg and the NDA in 2007. One of the initiatives of this Forum was to publish a consumer guide which would inform people with disabilities and older people about various phone features, phone service, billing information and help with costs. The guide is available in the following formats - Regular print, Large print, Braille, Audio and Easy to read.

To access this guide online please click here.

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 a minimum set of standards that apply to the handling of complaints by eir. For more information click here.

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 or Data. You can get full details of the plans on offer on eir.ie, by contacting our Care team (please see the Customer Support section above for full contact details).

When you apply for service or at any stage thereafter either on-line or by contacting our care team, 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.

Terms and Conditions

For more information on upcoming changes to eir price plans, please click here.

The pricing information provided in respect of each of our price plans references the terms and conditions that apply. Furthermore our general terms and conditions along with specific conditions associated with price plans and offers can be viewed at https://www.eir.ie/termsandconditions/.