Cookies are yum yum and they give you an epic experience on our site. By continuing to use the site you agree to the use of our cookies. Find out more

In the interest of ensuring the health and safety of our Care Crew we want to update you that our contact channels will have limited resources at times. Self-serve options such as My48 App & Web, Short Codes and the 48 Community are still available to you to use. For more tips & information, please click here
x
Website logo
Return to website

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.

Customer Queries

Our 48 Agents are in the best position to deal with and resolve your queries or issues and should be the first people you contact. Our agents will respond to you within a maximum time of 2 working days. Please ensure you quote mobile number to help us keep track of your query. All queries and contacts with customers are tracked under the customer mobile number on 48's IT systems. The mobile number will also be used in correspondence with you on your query or contact. You can contact us here.

How Customers can contact us:

Live Chat: we are available at 48months.ie/help Monday to Friday 9am to 9pm, Saturday, Sunday & bank holidays 9am to 8pm.

By email: get in touch via My48 account or at complaints@48months.zendesk.com.

Join our community at community.48months.ie

Online: check out our website at 48months.ie


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.

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.


Customer Complaints and Disputes

Our dedicated 48 agents are always the first port of call for queries or issues, and we will endeavour to give customers an on the spot response where possible. Our 48 agents are empowered to do everything they can to make decisions, which ensure a speedy resolution to your query. There may be occasions where the 48 agent needs to refer your query to a supervisor. If you are not fully satisfied with the outcome of your query, you may ask to refer your query to a supervisor for review who will then advise you directly on the outcome. As a final point of escalation if after referral with a supervisor, you are unsatisfied with the outcome or resolution your query is considered a complaint. Your complaint will be acknowledged within 2 working days and you will be provided with a unique complaint reference number.

We will respond to your complaint in writing by email or letter and we aim to resolve your complaint within 10 working days. If your complaint remains unresolved we will communicate the next steps by which you can progress the complaint. We take all customer complaints very seriously. Our commitment to our customers is centred on responding to your concerns as quickly and efficiently as possible and we endeavour to respond swiftly to customer feedback. We acknowledge that complaints may vary in nature and complexity, 48 will fully investigate the complaint and escalate internally where appropriate. 48 review each complaint on a case-by-case basis. When submitting a complaint, you should state clearly the background and nature of the complaint. Please ensure you quote your mobile number to help us respond swiftly to your complaint. All complaints are tracked under the customer mobile number and your unique complaint reference number on 48's IT systems.

All our contact channels for queries are outlined above. If you wish to make a complaint, please contact us using the channels below:

By chat available at 48months.ie/help Monday to Friday 9am to 9pm, Saturday, Sunday & bank holidays 9am to 8pm.

By email: you can send your email to complaints@48months.zendesk.com

By post: 48 Customer Care, Three Ireland, McLoughlin Road, National Technology Park, Plassey, Co. Limerick.

By phone: Free phone 1800 825 848. We will answer your call as soon as possible to lodge your complaint during our opening hours of Monday to Friday 9am to 5pm.

Refunds

Refunds are generally applied as a credit to a customer's account. Once an account credit is applied, it is visible immediately on the customer's credit balance. In circumstances such as a verified account discrepancy, a credit will be provided as soon as we become aware of the verified issue. We may provide a refund to the card of purchase. In order to resolve any category of complaint, a refund may be applied to a customer's account where appropriate.

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 number which is uniquely identifiable. All queries and contacts with our customers are tracked under the customer mobile number on 48's IT systems. Formal complaints are tracked under the customer mobile number and the unique complaint reference number.


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.


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

1 Dockland Central
Guild Street
Dublin 1
D01 E4X0
Website: www.comreg.ie
Tel consumer: (01)8049668
Email: consumerline@comreg.ie
Online form: www.comreg.ie
Webchat: www.comreg.ie
Tel business: (01)8049707
Email: businessconsumers@comreg.ie


The Competition and Consumer Protection Commission

PO Box 12585,
Dublin 1
D01C576.
Website: www.ccpc.ie
Tel: Consumer Helpline on lo-call 1890 432 432 or 01 402 5500
Contact Form: www.consumerhelp.ie/contact-us


Advertising Standards Authority of Ireland

7 Herbert Street
Dublin 2
D02 K838
Website: www.asai.ie
Tel: (01) 6137040
E-mail: standards@asai.ie

Office of the Data Protection Commissioner

Canal House
Station Road
Portarlington
Co. Laois
R32 AP23
Ireland.
Tel: Lo Call 1890 252 231
E-mail: info@dataprotection.ie
Website: www.dataprotection.ie


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.