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

 

1. Scope

 

This Code of Practice should be read together with Elio Networks Terms and Conditions of Service, which is available at on your SLA which can be sent upon request. In the event of a conflict between the Terms and Conditions of Service and this document the Terms and Conditions of Service shall prevail.

 

1. This Code of Practice applies to all verbal and written complaints received by Elio Networks in respect of communications services utilised by our customers “You”.
2. Your statutory rights are not affected by this Code of Practice.

• Complaints may be lodged arising from any Elio Networks service that you utilise, including installation, billing, full or partial loss of service, repair or Elio Networks or Host Ireland Business Broadband customer guarantee scheme.

 

2. Complaint lodging and acknowledgement

 

You can initiate a complaint by Email, Post or Phone, 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

 

If you feel your complaint has not been resolved within ten working days please email David.Russell@elionetworks.com

 

• By Post:

 

Elio Networks

6-9 Trinity Street

Dublin,

Dublin 2,

D02 EY47

 

• By Phone

 

01 821 9350

 

• You must inform us clearly of the background and nature of your complaint and 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); and

 

• a unique reference number of the complaint (which must be referenced in all subsequent correspondence relating to such complaint); and a contact name of the person at Elio Networks who will be handling the complaint.

 

3. Complaint handling and resolution

 

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

 

• investigation of the complaint,

 

• notification of the resolution,

 

• internal escalation (if necessary) and final response.

 

Elio Networks shall endeavour to investigate and respond to your bona fide dispute 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 a reasonable time. 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, however, 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.

 

Cases where credit may be due include the below circumstances:

 

• Delayed process of cancellation

 

• Late delivery of service

 

• Billing related issues

 

• Loss of Service – See section 4 Customer Guarantee Scheme

 

• Early termination fee incorrectly applied

 

• Failed Product Upgrade

 

• Service Start Date Incorrect

 

• Delay in Porting

 

Customer Guarantee Scheme

 

In the event that Elio Networks is unable to provide you with service for any period greater than 24 hours, and Elio Networks confirms the reason it cannot provide service is under Elio Network’s control, You will be entitled to a credit on your account equivalent to the cost to you of the element of service affected by the outage, and/or on credits that are outlined in your SLA or shared Terms and Conditions available on our website.

 

Elio Networks is not responsible for lack of service due to the following reasons: Force Majeure, damage to Elio Networks equipment on the customer premises or misuse of the service or equipment by the customer.

 

Credit can be requested by contacting the Elio Networks through the means provided above

 

Disconnection Policy

 

Your service will not be disconnected while a bona fide dispute is ongoing provided that you have paid Elio Networks the undisputed portion of your account.

 

All other disconnection and termination provisions are set out in Elio Network’s Terms and Conditions and/or SLA

 

Independent advice

 

The Commission for Communications Regulation (“Comreg”)

 

In all cases, we will try to do everything we can to resolve your complaint, but in the event that we have not been able to resolve your complaint, You can request Comreg to review it for free, once you have gone through the initial stages of the complaint with Elio Networks and 10 days has elapsed from the date you raised the complaint with Elio Networks.

 

Comreg contact details:

 

Phone: 01 804 9668

 

Address: Commission for Communications Regulation,

1 Dockland Central,

Guild Street,

Dublin 1,

D01 E4X0

 

Web: https://www.comreg.ie/queries-complaints/

 

Email: consumerline@comreg.ie

 

EU Online Dispute Resolution Platform (ODR)

 

If your complaint is about a purchase you made online and if Elio Networks are unable to resolve your concerns through our complaints process, you are also entitled to submit your complaint through the European Commission’s online dispute resolution (ODR) platform.

Platform: http://ec.europa.eu/consumers/odr/

 

Ireland’s National Contact Point for ODR:

ODR Contact Point for Ireland, ECC Ireland,

MACRO Centre, 1 Green Street,

Dublin 7, D07 X6NR

 

Phone: 01 879 7620

 

Email: info@odr.ie

 

Note: You can only use the platform if your complaint comes from an online transaction. If you made your purchase over the phone or in store, you need to contact Comreg using the contact details provided.

 

Other Sources of Independent Advice:

 

• Small Claims Court (via local court services)

 

• Office of the Director of Consumer Affairs, 4 Harcourt Road, Dublin 2

 

• Advertising Standards Authority for Ireland (ASAI), IPC House, Shelbourne Road, Dublin 4

 

• Regulator of Premium Rate Telecommunication Services (RegTel), Crescent Hall, Upper Mount Street, Dublin 2

 

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.

 

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