Make A Complaint - ROI

Yellowcom Complaints Code Of Practice

Our ‘Complaints Code of Practice’ below summarises our processes for handling and resolving complaints relating to the provision of our products and services

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.”

How to Lodge a Complaint

For any questions or concerns regarding our products and services, please contact Yellowcom’s Customer Care Team as your primary point of contact.  Please specify ‘Complaint’ in the subject line if you are contacting Yellowcom via the email or postal address below.  Our experienced customer service team are here to help and solve any problems or questions you may have.  We are committed to help minimise any disruption to your business, so please get in touch and our specialist team can help you.

• General line:1800 456838
• Email: support@yellowcom.ie
• Postal Address: You may also choose to write to us at the following address: Unit 18B, Rosemount Park Drive, Rosemount Business Park, Dublin, D11 XY71

If your complaint is not resolved to your satisfaction through our standard process, you can escalate it to Yellowcom by phone or email. 

Acknowledging your Complaint

When you contact us with a complaint, we will log it immediately, aim to acknowledge your complaint within 2 working days and provide you with a unique case reference number.  We will convert your complaint into a case and respond accordingly.  

How your Complaint is Logged

Yellowcom maintain a log of complaints. This log will include:

• Name, address, phone number and account number;
• Document the details of the complaint, including the reason and the specific service options;
• The date the complaint was raised and dates of all communication throughout the life cycle of the complaint to final closure;
• Notes made from the voice / online communications with you relating to the complaint are documented;
• All complaints and queries will be retained according to our data retention policy, with a maximum period of two years. However, any complaint or query involving financial records will be securely held for a duration of seven years; and
• All communications with the complainant including details of the response to the complaint, final resolution and any determination in respect of the complaint with associated documentation.

Outcome of Complaint

At Yellowcom we aim to address and resolve your complaint completely within 10 working days. 

If you do not respond to Yellowcom’s attempts to contact you in regards to the complaint within a reasonable period of time, the complaint will then be closed and you will need to submit a new complaint to Yellowcom, who will provide you with a new complaint reference.

If you are unhappy with the Outcome of your Complaint

Where a resolution cannot be found within 10 working days we will provide you with an estimated timeframe for resolution 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 within 10 working days or if you are not satisfied with the resolution.

Refunds

Refunds, or where applicable compensation, will be granted on a case-by-case basis, depending on the details of the complaint.  Yellowcom’s Customer Care Team 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.

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: www.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: www.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: www.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: www.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  https://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: https://www.fspo.ie 015677000