eir Complaint Code of Practice

Code of Practice

Log a Complaint

Follow Up

What is our promise to you?

eir is committed to you, our customer. If you’re not happy with our service, we want to know about it.

We have developed a clear complaints process to ensure that we can resolve your issue as efficiently and effectively as possible.

How does it work?

Raising Your Issue

  • Let us know what happened - speak to someone on our team here and they will do their best to resolve your query.
  • If you are not satisfied with the outcome of that conversation, you may request to have your issue escalated to a supervisor.
  • If your issue is still not resolved, you may then request to log an official complaint with our dedicated complaints team.
  • This team will log your complaint and issue you with a unique complaint reference number.
  • Note: You can also log a complaint online using the above ‘Log a Complaint’ tab.

Complaint Process

  • Someone on our dedicated team will contact you within 48 hours of receiving your complaint.
  • You will be provided with the department's contact details and information on where to find our Code of Practice.
  • We will work to resolve your complaint within 10 working days.
  • If we are unable to resolve your complaint within 10 working days we will provide you with contact details, we will let you know why there’s a delay, what we’re doing to resolve the complaint and a new provisional resolution date.

Complaint Resolution

  • At every stage of this process, we will do our very best to resolve your query or issue as soon as possible.
  • All details regarding refunds, applied credit etc will be communicated to you by one of our dedicated complaints team.

What’s our code of practice?

According to the Commission for Communications Regulation (‘ComReg’), a complaint means: “an issue raised by an end-user to an undertaking relating to that undertakings product or service or its complaints handling process where the issue remains unresolved following an initial attempt by the undertaking to resolve it or where there has been no attempt by the undertaking to resolve it and the end-user expresses dissatisfaction, through one of the channels set out in the code of practice, that the issue remains unresolved.”



Log a Complaint

eir is committed to providing you with the best possible service. If you are dissatisfied with our service please speak to someone on our team here and they will do their best to resolve your query.

If you would like to submit an official complaint, let us know by reaching out via one of the below channels.
If you have already logged an official complaint and are waiting for a call back, please refer to the follow up tab above.

If you would like to speak to a complaints representative regarding your issue please contact the appropriate number: below:

eir at Home: 1800 303 455 (Freephone)
eir Business: 1800 601 701 (Freephone)

Opening Hours Monday to Friday 9am to 5.30pm (excluding Bank Holidays)

Log your complaint / issue online

For service queries, please contact our dedicated team. Contact details are available here.
If you would like to log a complaint please use one of our online forms.

For all other queries please contact our dedicated complaint team on the number above.

If you would like to chat to one of our agents regarding your issue please click here.

If you would like to raise an issue in writing you can send it to the address below, your issue will be reviewed and we will contact you within 48hrs of receipt of your letter

eir Complaints
eircom limited
2 Heuston South Quarter
Saint John's Road West
Dublin 8
D08 Y42N

Please ensure you include the following information:

1. Your eir account number
2. Full name and address
3. email address
4. Mobile contact number
5. Nature of complaint
6. Preferred method of contact.

Follow Up

If you have requested a Supervisor call back regarding an escalated issue or have logged an official complaint and have not received any further contact please let us know.

Escalated Issue

If you have contacted our care department, requested a supervisor call back regarding an issue and have not received any contact within 48 working hours, you may escalate this by clicking on the link below. This escalation will be forwarded to the applicable care department where a supervisor will contact you within 24 hours.

Please complete the captcha

Thank you.

Your form has been sent and one of our team will be in touch about the next steps.

Hmmm... something's gone wrong.

Sorry about that.

Try again

Need help? Chat to an eir expert

Hmmm... something's gone wrong.

It looks like our captcha verification failed.

Try again

Need help? Chat to an eir expert

Logged Complaint

If you have logged an official complaint and have not received any contact from the eir complaints team within 48 hours, you may escalate this by clicking on the link below: Please note: you will be required to input your complaint reference number.

Please complete the captcha

Thank you.

Your form has been sent and one of our team will be in touch about the next steps.

Hmmm... something's gone wrong.

Sorry about that.

Try again

Need help? Chat to an eir expert

Hmmm... something's gone wrong.

It looks like our captcha verification failed.

Try again

Need help? Chat to an eir expert

Communications Regulator (ComReg):

In some cases customers remain dissatisfied with the outcome/resolution of their complaint and choose to raise a complaint with ComReg.
If having followed the procedure set out in eir's complaint Code of Practice and remain dissatisfied, you may choose to raise a complaint with ComReg.

Please Note: As per ComReg's Code of Practice you must allow your service provider the opportunity to resolve your issue by following eir's Complaint Code of Practice. Should you escalate a complaint via ComReg and have not followed the eir complaint code of Practice you will be redirected to eir to allow us the opportunity to resolve your issue.

ComReg contact details:
Commission for Communications Regulation,
1 Dockland Central, Guild Street, Dublin 1, D01 E4X0

Consumer: 018049668 - consumerline@comreg.ie

Useful Information

How eir records and tracks your complaint

Once eir log a complaint and issue you with a reference number we will record the following information.

  • Name, account number, unique reference number and primary contact details
  • The date the complaint was raised and resolved
  • All correspondence relating to the complaint, written synopsis of all calls, all emails and whitemail relating to the complaint throughout the lifecycle of the complaint
  • The final resolution of the complaint and a breakdown of any credits applied to your account as part of the resolution/settlement

Complaint refund policy

As part of the complaint resolution process, you may be entitled to a refund. Refunds will typically be applied to the account as a credit. The application of credits is at the discretion of the complaint handler and is judged on a case by case basis. Any credit applied will be applicable on the next or following bill.

In the case of confirmed overpayment, a member of the complaints department will typically apply the respective credit to your account, however, if you wish a cheque can also be issued which will take a number of days to process. You will be advised by the processing team at the time of request.

Disconnection Policy

In accordance with eir’s terms and conditions of service bills must be paid on or before the date specified on the bill. This normally allows a period of 14 days after the bill date for payment.


If you do not pay your bill by the due date we may restrict your ability to make and receive calls. Before doing this we will endeavor to contact you to remind you that your bill is overdue.


Should your line be restricted in this manner you will still be able to contact the emergency services via 112 or 999.
If after we restrict service in this way your balance remains outstanding we will write to you informing you that your contract will be terminated (notification of termination).


If the amount due remains unpaid after the time specified in the notification of termination your account will be terminated and your line removed. At this point you will no longer be able to contact the emergency services and will receive your final bill.


We will continue to follow up on outstanding balances after the final bill issues.

Useful addresses and telephone numbers

You can seek independent advice regarding your complaint from any of the following:

 

Commission for Communications Regulation

One Dockland Central, Guild Street, Dublin, D01 E4X0

Tel: 01 8049668

E-mail: consumerline@comreg.ie

 

The Competition and Consumer Protection Commission

PO Box 12585, Dublin 1

Tel: 01 402 5500 or fax 01 402 5501

Website: www.consumerhelp.ie

 

Advertising Standards Authority

7 Herbert Street, Dublin 2, D02 K838

Tel: 01 613 7040 or Fax: 01 613 7043

E-mail: standards@asai.ie

 

Small Claims Courts

Information is available from your local District Court Offices.

European Commission Online Dispute Resolution

Under EU Regulations Consumers who have a complaint about goods or services purchased on-line have a right to refer their complaint to an independent dispute resolution agency which can be accessed here.