Code of Practise

Complaints and Code of Practise

COMPLAINT HANDLING PROCEDURE

Our number one priority is ensuring that our customers are happy with their service. If at any time, any aspect of your service is not to your satisfaction, you can make a complaint to BBnet.

How do I make a complaint?

If you have an issue or complaint about a BBnet service or product, your first point of contact is our Customer Support team.

How to contact BBnet with a complaint:

  • BBnet Customer Support Team on +353 61 512000 from 30 to 18.00 Monday to Thursday and 08.30 – 17.30 on Friday.
  • By emailing BBnet at support@bbnet.ie
  • By Sending a letter to the following address

BBnet Customer Support

Unit3, Smithstown Industrial Estate,

Shannon, Co. Clare V14 VN23

Please ensure that any correspondence with BBnet includes your account number, the full name and address of the account holder and a clear description of your issues.

How BBnet handle complaints:

The following outlines how your complaint is handled by BBnet once we receive a complaint.

  • Once BBnet receive a customer complaint from one of the channels mentioned above (phone, email, letter), it is recorded with a complaint reference.
  • BBnet acknowledge the receipt of customer complaint by either phone or email within 1 business day and inform the customer of their complaint reference.
  • BBnet will thoroughly investigate the issue as outlined in the complaint and will respond to the customer with proposed resolution by phone or email.
  • Should the complaint not be resolved to the customers satisfaction, the complaint will be escalated internally to senior management and/or board of directors.

 

 

Escalation Procedure

Our dedicated customer support team is in place to help resolve any issues you may have, however if you are not happy with the way they handle your complaint, or the manner in which your complaint was handled, you may ask for the issue to be escalated to a member of management. A manager will endeavour to contact you within one business day of requesting escalation.  The manager will discuss the issues with you to agree a satisfactory resolution.

Should your issue not be resolved to your satisfaction by the manager, you can request to have your issue escalated to a member of the Board of Directors, who will contact you within 2 business days. Once your complaint is resolved to your satisfaction, the complaint will be closed on the customer management system.

If your complaint is not resolved within 10 business days from the date it was first logged with BBnet, you can escalate your complaint to ComReg by contacting them on the details below and asking them to review your case. You may also seek independent advice on your complaint from any of the below:

Commission for Communications Regulations (ComReg)

Abbey Court, Irish Life Center, Lower Abbey Street, Dublin 1

Tel : 1890 229 668 | Fax : (01) 8049680 | Email : consumerline@comreg.ie

Office of the Director of Consumer Affairs

4 Harcourt Road, Dublin 2, Ireland

Tel : (01) 4025500 | Fax : (01) 4025501 | Web : www.odca.ie

Disconnection Policy

In accordance with your service agreement, your bill must be paid on or before the due date.  If you do not pay your bill by the due date, initial attempts will be made to contact you by email, phone or SMS message to advise of a billing issue and organise alternative payment methods. Should two successive payments remain unpaid, BBnet may restrict traffic on your internet connection.

Should your broadband connection be restricted, you will be presented with a notification on your internet devices, that there is a problem wit your account and you need to contact BBnet.

Should your outstanding bills remain unpaid, after 30 days of restricted access your account will be scheduled for cancellation.

Refund Policy

Should an instance arise where a refund is due to a customer, BBnet will refund any fees due, directly to the bank account the customer has nominated for their direct debit mandate agreement with BBnet. Should the case arise that the direct debit agreement has already been terminated, BBnet will refund any fees due to a customer by cheque to the customers home address within a 14-day period.

COMPLAINT HANDLING PROCEDURE

Our number one priority is ensuring that our customers are happy with their service. If at any time, any aspect of your service is not to your satisfaction, you can make a complaint to BBnet.

How do I make a complaint?

If you have an issue or complaint about a BBnet service or product, your first point of contact is our Customer Support team.

How to contact BBnet with a complaint:

  • BBnet Customer Support Team on +353 61 512000 from 30 to 18.00 Monday to Thursday and 08.30 – 17.30 on Friday.
  • By emailing BBnet at support@bbnet.ie
  • By Sending a letter to the following address

BBnet Customer Support

Unit 3, Smithstown Industrial Estate,

Shannon, Co. Clare V14 VN23

Please ensure that any correspondence with BBnet includes your account number, the full name and address of the account holder and a clear description of your issues.

How BBnet handle complaints:

The following outlines how your complaint is handled by BBnet once we receive a complaint.

  • BBnet receive customer complaint from one of the channels mentioned above (phone, email, letter), and customer complaint is recorded.
  • BBnet acknowledge the receipt of customer complaint by either phone or email within 1 business day. The complainant will also be issued with a complaint reference.
  • BBnet will thoroughly investigate the issue as outlined in the complaint and will respond to the customer with proposed resolution by phone or email.
  • Should the complaint not be resolved to the customers satisfaction, the complaint will be escalated internally to senior management and/or board of directors.

Escalation Procedure

Our dedicated customer support team is in place to help resolve any issues you may have, however if you are not happy with the way they handle your complaint, or the manner in which your complaint was handled, you may ask for the issue to be escalated to a member of management. A manager will endeavour to contact you within one business day of requesting escalation.  The manager will discuss the issues with you to agree a satisfactory resolution.

Should your issue not be resolved to your satisfaction by the manager, you can request to have your issue escalated to a member of the Board of Directors, who will contact you within 2 business days. Once your complaint is resolved to your satisfaction, the complaint will be closed on the customer management system.

If your complaint is not resolved within 10 business days from the date it was first logged with BBnet, you can escalate your complaint to ComReg by contacting them on the details below and asking them to review your case. You may also seek independent advice on your complaint from any of the below:

Commission for Communications Regulations (ComReg)

Abbey Court, Irish Life Center, Lower Abbey Street, Dublin 1

Tel : 1890 229 668 | Fax : (01) 8049680 | Email : consumerline@comreg.ie

Office of the Director of Consumer Affairs

4 Harcourt Road, Dublin 2, Ireland

Tel : (01) 4025500 | Fax : (01) 4025501 | Web : www.odca.ie

Disconnection Policy

In accordance with your service agreement, your bill must be paid on or before the due date.  If you do not pay your bill by the due date, initial attempts will be made to contact you by email, phone or SMS message to advise of a billing issue and organise alternative payment methods. Should 2 successive payments remain unpaid, BBnet may restrict traffic on your internet connection.

Should your broadband connection be restricted, you will be presented with a notification on your internet devices, that there is a problem wit your account and you need to contact BBnet.

Should your outstanding bills remain unpaid, after 30 days of restricted access your account will be scheduled for cancellation.

Refund Policy

Should an instance arise where a refund is due to a customer, BBnet will refund any fees due, directly to the bank account the customer has nominated for their direct debit mandate agreement with BBnet. Should the case arise that the direct debit agreement has already been terminated, BBnet will refund any fees due to a customer by cheque to the customers home address within a 14-day period.

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