Code of Practice
PLEASE NOTE: YOUR CALLS WITH Clarity Telecom ARE STILL ROUTED OVER THE PUBLIC SERVICES TELECOMMUNICATIONS NETWORK (PSTN). EIRCOM ARE CONTRACTED BY THE GOVERNMENT AS THE UNIVERSAL SERVICE PROVIDER TO MAINTAIN ALL ISSUES REGARDING PHONE LINE QUALITY, FAULTS & BREAKDOWNS. IF YOU EXPERIENCE ANY DIFFICULTIES WITH YOUR SERVICE, PLEASE CONTACT OUR CUSTOMER SERVICE DEPARTMENT AS OUTLINED IN THIS DOCUMENT AND WE WILL RESOLVE ANY ISSUES WITH BT or EIRCOM'S ASSISTANCE.
LINE RENTAL CHARGES
OUR LINE RENTAL CHARGES ARE BILLED BY Clarity Telecom AND WE PASS THESE CHARGES TO EIRCOM. IF YOU HAVE ANY LINE RENTAL BENEFITS FROM THE DEPARTMENT OF SOCIAL AND FAMILY AFFAIRS THESE BENFITS ARE UNAFFECTED AND PASSED ON THROUGH YOUR CHARITY PHONE COMMUNITY BILL.COMREG IS THE STATE BODY WHICH REGULATES AND GOVERNS THE TELECOMMUNICATIONS MARKET IN IRELAND THEIR NUMBER IS 01-8049600
1. Introduction
We are providing this resource as a first point of reference for information about our services, how they should perform and who to contact if you have a complaint or a query. Our Code of Practice will also serve to provide you with the necessary information and details we will require from you to ensure the quickest response time to your query/ complaint. The Clarity Telecom Customer Contract (terms and conditions) provided on the commencement of services is another resource which can be referred to. You may also seek independent advice from such bodies as the Director of Consumer Affairs and the Office of the Director of Telecommunications Regulation (ODTR). Addresses of such bodies are provided at the end of this document. Clarity Telecom’s goal is to deliver quality services in all aspects of its business and will endeavour to provide a speedy, transparent, easily accessible and fair mechanism for handling consumer complaints.
2. Complaints procedure
If for any reason you have become dissatisfied with the service you are receiving from Clarity Telecom, it is important that you inform our customer service department in the correct manner. Contacting us allows us the opportunity to continually improve our customer support service and will enable us to quickly address any problems you are experiencing.
How to contact us:Our Customer Care team is available to deal with your questions or complaints and can be contacted in the following manner,
By Phone - 1890 946 246
You can contact the Customer Care team , 9am - 5.00pm, 7 days a week where you can speak to one of our Customer Care representative and register your complaint. The Customer Care representative will provide his/her own name and provide you with your unique reference number and acknowledge your complaint on the phone. The Customer Care representative will resolve your complaint as quickly as possible, preferably during your phone call. If this is not possible we will inform you of the length of time we expect it to take to investigate and resolve the complaint. See time to resolution tables below.
By post
You can contact the Customer Care team in writing by addressing your complaint to
Clarity Telecom Customer Care Department
Unit 13 Block C,
Cashel Business Centre,
Dublin 12
By Fax
You can also fax your complaint to 1800 855 112. Please ensure that fax complaints are clearly marked for the attention of Customer Care team and contain a detailed description of the complaint/problem and all relevant contact details.
By Internet or email
Our Customer Care team can be reached through our website or by sending an email to customercare@claritytele.com
For complaints or queries sent to Clarity Telecom by letter, email, fax, or the Internet, one of our Customer Care team will endeavor to contact you to acknowledge receipt of your complaint and advise you of the timeframe associated with resolving your issue. They will also provide you a unique reference number. This number uniquely identifies your call on our support system and will allow any member of the Customer Care team to access your file and give you an update on the status of your call.
4. Complaint handling
To ensure maximum efficiency in dealing with your complaints please have the following details ready
1. Phone number
2. Clarity Telecom account number
3. Unique reference number (if you have already registered a complaint)
What Happens Once we Receive Your Complaint?
We will acknowledge all complaints received by letter, fax or email within two working days of receiving your complaint. We will provide you with your ticket number and inform you of the length of time we expect it to take to investigate and resolve the complaint.
Resolution Timeframes
It is our aim to resolve all complaints received as quickly as possible and to your satisfaction. Where possible we will resolve your complaint at first point of contact. When we receive your complaint we will categorise it into one of the following main categories:
- Billing
- Transfer of your line
- Service Interruption
- Fault Repairs
- Miscellaneous
We have set indicative timeframes for resolution of complaints for each of these categories:
“Billing”: All reasonable efforts will be made to resolve billing issues within 7 working days of receiving the complaint.
“Transfer Of Your Line”: Under the terms of our customer service we endeavour to arrange for the transfer of your line to Clarity Telecom within 28 working days.
“Service Interruption”: If your complaint falls under the category of Service Interruption we will respond immediately outlining the investigation procedure and the resolution timeframes envisaged.
“Fault Repairs”: Under the terms of our customer service it is our aim to resolve with the intervention of Eircom all faults within 2 working days. We shall endeavour to meet this timeframe at all times, however there are instances that are beyond our control. Also if you have a complaint to make about a repair we aim to have the complaint resolved within 2 working days of receiving the complaint.
“Miscellaneous”- within 10 working days of receiving your complaint. Depending on the individual circumstances it may not be possible to resolve every complaint within 10 working days. If we are unable to resolve your complaint within the timeframes, we will keep you regularly informed throughout the process and inform you of the length of time we expect it to take to investigate and resolve. We will notify you of the resolution of each complaint and retain records of your complaint for a period of not less than one year.
4. Escalation procedures
We have a team of trained Customer Care Executives in place to investigate and resolve your complaints. If you are not happy with the Customer Care Executive or the way in which he or she handles your complaint you can ask to have the matter escalated to their manager. The manager will provide you with a revised resolution timeframe.He / she will review and discuss the issue with you and try to reach a satisfactory resolution. If, having contacted the manager you feel that we have still not dealt with your complaint satisfactorily, you can ask for the matter to be reviewed by the Head of Customer Care. Once you are happy with the resolution of your complaint, the complaint will be closed on the complaint handling system. Once the call has been logged in our Customer Care System, our representative will inform you of the estimated time to resolve your complaint.
5. Disconnection Policy
Customers will receive their bills monthly. The direct debit is presented to the bank 14 days from the date of issue; if there are insufficient funds to honour it, Clarity Telecom will contact the customer and advise them of the matter. Seven days later the direct debit will be re-presented to the bank. If the represented mandate gets refused a second time, Clarity Telecom is left with no option but to withdraw the customer’s ability to make calls using its services. Should your line be restricted in this manner you will still be able to contact the emergency services via 112 or 999. Clarity Telecom will continue to pursue outstanding balances and will commence legal proceedings should all other attempts to reconcile the account fail.
7. See section on regulator to make a complaint