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48's code of practice

48's code of practice

We strive to provide the best customer care and this is at the heart of our business. If you are unhappy with any part of our service then please tell us. This document outlines how we deal with your queries and complaints.


Our Commitment

Our commitment to our customers is centred on responding to your enquiries as promptly and as efficiently as possible. The online customer service team with respond to your enquiry or complaint promptly and accurately. We endeavour to rectify poor experiences by responding pro-actively to feedback.

Contact Details for Lodging a Complaint

Our 48 Agents are in the best position to deal with and resolve your issue and should be the first people you contact. Our agents will respond to you within a maximum time of 24 hours. You can contact us here.

Alternatively you can contact us by emailing us support@48months.zendesk.com.


Category of Query Target Response Time
Billing

48 will provide customers, where feasible, with an on the spot response to any query. We will endeavour to respond to 100% of billing queries within 24 hours. Where a response is not possible, 48 will respond to billing complaints within 48 hours with a resolution or an update. Where the query has not been resolved within the 48 hours, an update will be provided outlining the actions being taken to resolve the issue.

Where a customer has a billing query which requires further investigation a note will be put on the customer's account to advise that the customer's account is in dispute. This note will remain on the account until the query has been investigated and resolved.

Where it becomes apparent that a customer has been incorrectly billed, 48 will ensure that an appropriate credit is immediately applied to the customer's account.

Customers will have online access to the billed account details through the My 48 section of 48month.ie 24 hours a day, 365 days a year.

Network Quality/Coverage

48 use the Three network which has 95% geographic coverage and 99.6% population coverage. However, coverage is provided by radio transmission and is therefore available only within the range of the network's base stations. Both quality and availability of coverage is affected by factors which cause radio interference, such as physical obstructions, atmospheric conditions, technical faults in the network or faults in other telecommunications networks.

Roaming

48 will initially deal with any problems while using your phone abroad. 48 is dependent on the co-operation of our roaming partners to resolve roaming queries. We will endeavour to resolve your query quickly but in the event we require a response from our roaming partners it can take up to five working days, however this is dependent on the timely provision of information from our roaming partners. Where 48 has not received a response from a roaming partner within this timescale 48 will take a decision based on the information available to it.

Handset

48 will endeavour to deal with any handset queries and advise on the best action to take for a satisfactory resolution.

SIM Activation

48 provide an online SIM activation service 24 hours per day 365 days a year. Submit the request online and your SIM should be active with 30 minutes.

General Enquiries

48 will provide customers, where feasible, with an on the spot response to any query. Where this is not possible, 48 will respond to the customer within 24 hours with a resolution or an update. On occasion as we may need to escalate issues to our vendors we will have the issue resolved within five working days.


Disconnection policy for 48 Customers

48 are required to ensure that the numbers allocated to it by ComReg are used efficiently and that when a number becomes inactive, that it is made available to new customers. A number will be deemed to be inactive if a customer does not top-up or make a chargeable use of their account, at least once in any six (6) month period. If a number becomes inactive, the account will be suspended. Prior to suspension, we will endeavour to notify the customer and give the customer the opportunity to keep the number active. After 2 months of suspension any credit will be lost. If the account is suspended for seven months, 48 may terminate the service and allocate the number to a new customer.


Recording of Customer Queries

Each 48 customer has a specific mobile and account number by which they are uniquely identifiable. All queries and contacts with our customers are tracked under these numbers on 48's IT systems.


Our Customers' Statutory Rights

Whilst this Code of Practice for Handling Customer Queries sets a high standard for customer care, nothing contained in the Code derogates from or replaces the rights you may have under Irish statutory law.


Escalations

If you consider that your complaint has not been dealt with in a satisfactory manner then you can request that your complaint is escalated. It will then be reviewed by a supervisor who will advise directly on the outcome and will have the discretion to apply refunds and credits in appropriate cases.


Our Customers' Right to Seek Independent Advice

48 make every effort to provide the best possible advice to our customers. However, if any customer is unhappy with the response they receive then they can seek independent advice from these bodies at the following addresses and contact numbers:


Commission for Communications Regulation

Block DEF
Abbey Court
Irish Life Centre
Lower Abbey Street
Dublin 1
Low Call: 1890 22 9668
Tel number: (01) 804 9668
Fax number: (01) 804 9680
E-mail address: consumerline@comreg.ie


National Consumer Agency

4-5 Harcourt Road
Dublin 2
Lo-call: 1890 432 432
Tel number: (01) 402 5555
Fax number: (01) 402 5501

A customer may also have recourse to the Small Claims Court where they believe this is necessary. The Small Claims Court may be contacted through your local District Court Office.