Code of Practice for Complaints Handling

 

Leeson Telecom Limited | Leeson Telecom Holdings (“Elio Networks” or “Host Ireland Business Broadband” henceforth both referred to as “Elio Networks”) Code of Practice for Complaints Handling.

 

This Code of Practice summarises our processes for handling and resolving complaints relating to the provision of our products and services.

1. What is a “Complaint”?

 

The Commission for Communications Regulation (‘ComReg’), defines a complaint as:

 

“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.”

 

2. Complaint lodging and acknowledgement

 

You can initiate a complaint by Email, Post or Phone (per the contact information set out below), but often the fastest method to raise a complaint is by Email as this will generate an auto reply with a ticket number for your complaint, which will not change. The complaint will be stored by Elio Networks, should you ever need to refer to it again. The ticket number for your complaint will be a unique reference number that you can quote if you need to contact us:

 

• By Email: contact@elionetworks.com
• By Post: Elio Networks, 6-9 Trinity Street, Dublin, Dublin 2, D02 EY47
• By Phone: 01 821 9350

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Elio Networks working days are Monday to Friday from 8.30am to 5.30pm (excluding bank holidays in the Republic of Ireland).

 

Please provide us with as much background information and information on the nature of your complaint, as well as any redress sought by you.

 

All complaints lodged will be acknowledged by Elio Networks within two working days, either by telephone, in writing or by e-mail. Such acknowledgement will state:

 

• the timescale within which the specific category of complaint will be addressed and normally resolved (see section 3 below);
• confirmation that the complaint is recorded;
• confirmation of a unique reference number of the complaint (which must be referenced in all subsequent correspondence relating to such complaint);
• a contact name of the person at Elio Networks who will be handling the complaint;
• next steps in the process; and
• details of the internet link to this Code of Practice.

 

3. Complaint handling and resolution

 

Following receipt and acknowledgement of complaints, the following procedure will be adhered to by Elio Networks in responding to complaints:

 

• investigation of the complaint;
• notification of the resolution; and
• internal escalation (if necessary) and final response.

 

Throughout this procedure, Elio Networks will maintain a log of the complaints. This log will include:

 

• customer name, address, phone number and account number;
• the details of the complaint;
• the date the complaint was raised and dates of all communication throughout the life cycle of the complaint to final closure; and
• all communications with the complainant including e.g., details of the complaint (including notes made from the voice / online communications relating to the complaint); details on responses to the complaint, final resolution and any determination in respect of the complaint.

 

Elio Networks shall endeavour to investigate and respond to your complaint as soon as reasonably practicable and within the time frames set out below:

Category of Complaint	Target Response Time
Full or Partial Loss of Service	Within 1 Working Day
Repair	Arrange for a site visit within the terms of your SLA- available upon request. If it is not possible to rectify the fault immediately, you will be advised of a new timescale for service restoration.
Billing and Guarantee Scheme	Within 5 working days
Installation	Within 5 working days

 

If your complaint is not resolved within the above time frames, or if you are not happy with the progress of your complaint, you may request that the complaint be escalated within Elio Networks to the appropriate supervisor or manager.

 

In the event of an escalation, the Elio Networks employee assigned shall use reasonable endeavours to seek to resolve the dispute within 10 working days. Elio Networks may also escalate the complaint internally without having received a request from you, if it deems escalation necessary.

 

It may not be possible to resolve all complaints within the stated time frame. In such cases Elio Networks will keep you informed of the time frame (or any revised time frame) within which it expects your complaint to be resolved, as well as details of the on-going process, and details for contacting ComReg. You may refer the case to ComReg for further investigation in the event that we are unable to resolve your complaint within 10 working days or if you are not satisfied with the resolution.

 

You may also email david.russell@elionetworks.com if your complaint has not been resolved within 10 working days.

 

4. Refunds

 

Refunds, or where applicable compensation, will be granted on a case-by-case basis, depending on the details of the complaint. Elio Networks will review your complaint and inform you of your eligibility for refund or compensation. If a refund is applicable, refunds are generally applied as a credit to a customer’s account. We may provide a refund via cheque or electronic bank transfer, dependent on the account facility. Refunds may take around 21 days to issue.

 

Cases where credit may be due include (but are not limited to) the below circumstances:

 

• Delayed process of cancellation
• Late delivery of service
• Billing related issues
• Loss of Service
• Early termination fee incorrectly applied
• Failed Product Upgrade
• Service Start Date Incorrect
• Delay in Porting

5. Statutory Rights and Independent Bodies

 

This Code of Practice does not negate your statutory rights. You retain your right to seek independent advice from the relevant independent bodies, including those, for example, as set out below:

 

ComReg

 

ComReg is the statutory body responsible for the regulation of the electronic communications sector (telecommunications, radio communications and broadcasting transmission) and the postal sector in Ireland.

 

• Tel:(01) 804 9668
• Address:1 Dockland Central, Guild Street, Dublin 1, D01 E4X0
• Website:comreg.ie
• Email:businessconsumers@comreg.ie for business consumer queries.

 

The Competition and Consumer Protection Commission (the “CCPC”)

 

The CCPC is the statutory body responsible for enforcing consumer protection and competition law in Ireland.

 

• Tel:1890 432 432 or 01 402 5555
• Address:Bloom House, PO Box 12585, Railway Street, Dublin 1.
• Website:ccpc.ie.

 

Advertising Standards Authority of Ireland (ASAI)

 

The ASAI is an independent self-regulatory body set up to ensure highest standards of marketing communications by commercial bodies in Ireland.

 

• Tel:(01) 613 7040
• Address:7 Herbert St, Dublin 2, D02 K838
• Website: asai.ie

 

Data Protection Commissioner (“DPC”)

 

The DPC is responsible for upholding the rights of individuals as set out in the Data Protection Acts 1988 and 2003 and enforcing the obligations upon data controllers.

 

• Tel:01 765 0100 or 1800 437 737
• Address:21 Fitzwilliam Square S, Dublin 2
• Website:dataprotection.ie

European Commission Online Dispute Resolution

 

Under EU Regulations Consumers who have a complaint about goods or services purchased online have a right to refer their complaint to an independent dispute resolution agency via:  ec.europa.eu.

 

Small Claims Court

 

To contact the Small Claims Court, see your telephone directory under Courts Service for your local office or visit the following website for further information: www.courts.ie.

 

Financial Services Ombudsman

 

To contact the Financial Services Ombudsman, please visit the following website for more information: www.fspo.ie.

 

6. Record of complaint and file retention

 

Elio Networks will retain records relating to your complaint(s) for at least 1 year following its resolution. Your complaint will be recorded by Elio Networks in its systems and may include details such as: the assigned reference number, the date of the complaint, a brief description, the category, your account number, actions taken to resolve the issue, and correspondence records.