Code of Practice for Complaint Handling
- Introduction This Code of Practice outlines our approach to handling complaints from end-users of our electronic communications services. It is designed to ensure that complaints are handled in a fair, prompt, transparent, inexpensive, and non-discriminatory manner, in line with the requirements set by the European Communities Regulations and ComReg.
- Contacting Us with Complaints End-users can make a complaint through the following channel:
- Email: complaints@digitalforge.ie
- Handling and Recording Complaints When you contact us with a complaint, we ensure:
- Acknowledgement: You will receive confirmation of your complaint within 2 working days, along with a unique reference number to be used in all future communications to efficiently track your case.
- Record Keeping: We record the date we receive your complaint and all subsequent communications are also noted, including responses and any actions taken.
- Reference: Your unique reference number will be noted in all communications with you about your complaint. This number helps us maintain the accuracy and continuity of your complaint’s history.
- Resolving Your Complaint Our commitment is to resolve complaints effectively:
- Immediate Action: Upon receipt of your complaint, we will provide details of the next steps and a timeframe for our next contact.
- Updates: We keep you regularly updated on the progress of your complaint until it is resolved.
- Resolution Timeline: We strive to resolve complaints within 10 working days. If a resolution cannot be reached within this period, we will inform you of the delay and outline the steps being taken to resolve your issue.
- Refunds
- Eligibility: After investigating your complaint, if a refund is deemed appropriate, it will typically be credited to your account. Eligibility for refunds is considered on a case-by-case basis.
- Escalation Process If you feel your complaint requires further attention:
- Immediate Escalation: You may request escalation to a Customer Service leader, who will contact you as soon as possible to discuss and expedite your issue.
- Further Escalation: If unresolved, the matter can be escalated to Senior Management for review and further action.
- Regulatory Referral: If dissatisfaction persists, we provide contact details for our regulator, ComReg, ensuring you have every avenue available for resolution.
