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eir Complaint Code of Practice

Code of Practice

Log a Complaint

Follow Up

Code of Practice

eir define a complaint as ‘An issue or dissatisfaction raised by a customer whether verbal or written, relating to any of our products or services that upon completion of the eir escalation process (outlined below), the issue remains unresolved or the customer remains dissatisfied with the resolution or outcome’

eir is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels of the organisation. The Complaints Process will ensure all complaints are handled in a standard way across all lines of business as efficiently and effectively as possible.

eir Escalation Process

If you contact our care department with an issue our care representative will endeavour to provide you with a suitable response and where possible resolve the issue to your satisfaction. If you are not satisfied with the response/outcome you may request to have your issue escalated to a supervisor, or arrange a call back if a supervisor is unavailable, at which point you will be provided with an internal case reference number.

If the supervisor is unable to resolve your issue or you remain dissatisfied you may request to log a complaint, at which point we will issue you with a unique complaint reference number. Upon raising a complaint you will be contacted by a member of our Complaints Team within 48 hours.

You can also raise an issue online or in writing (please see the 'Log a Complaint' tab above)

eir Complaint Process

Upon receipt of your complaint our Complaints Team will contact you within 48 hours to acknowledge your complaint and where possible provide you with a resolution. Our complaints team will endeavour to resolve your complaint within 10 working days. If however we are unable to resolve your complaint within this timeframe we will contact you to let you know the reason for the delay, the steps we are taking to resolve the complaint and advise you of a provisional resolution date.



Log a Complaint

eir is committed to providing you with the best products & services. If you have an issue relating to any of these, please get in touch with us through any of the channels listed below or alternatively if you are awaiting a call back regarding an issue or an update on a logged complaint please refer to the follow up tab above.

If you would like to speak to a care representative regarding your issue please contact the appropriate care department outlined below:

eir at Home: 1800200481
eir Business: 1800601701

If you would like to raise an issue via email please click here You will receive an automated acknowledgement advising receipt of your email. Your issue will be reviewed and we will contact you within 48hrs.

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
7th Floor
Telephone House
Marlborough Street
Dublin 1

Please ensure you include the following information:

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

Please note: Our primary method of contact will be via email unless otherwise requested.

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.

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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.

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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

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, 21 days if you pay by direct debit.


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.

Our customer service guarantee

We also operate a customer service guarantee. This is operated in parallel with our code of practice for handling complaints. Where we do not meet certain target dates for installation and fault clearance you may be entitled to a rebate under the guarantee.

You can contact our customer service guarantee center on 1800 400 000 in relation to complaints or claims of this nature.

For installation and fault clearance the rebate does not apply to services other than PSTN 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 in two working days.
  • When the customer agrees to an appointment date in excess of two working days.
  • If the fault is diagnosed as a non-fault (e.g. line working when tested, fault not in eir’s network).
  • Internal wiring and telecommunication equipment within the customer premises or a third party property.

For further details about our customer service guarantee please click here.

Useful addresses and telephone numbers

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

 

Commission for Communications Regulation

Abbey Court, Irish Life Center, Lower Abbey Street, Dublin 1

Tel: 1890 229 668 or Fax: 01 804 9680

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

Ferry House, 48 Lower Mount Street, Dublin 2

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.

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