Code of Practice

BT is committed to providing you with the best telecommunications service in the world. Despite our endeavours, things do go wrong, and when they do, we want to know so that we can put them right as quickly as possible.

We class complaints as any expression of customer dissatisfaction with the products and / or services managed by BT.

If you do have a complaint, please contact us by one of the following:

Corporate Freephone: 1800 924 924, press 1 for Customer Service.

Residential Freephone: 1904, press 3 for Customer Service.

Mail: BT Complaint Department, Grand Canal Plaza, Upper Grand Canal Street, Dublin 4.

Email: complaints@btireland.ie

Fax: (01) 432 8377

What is the process for handling a complaint?

When BT receives a complaint we acknowledge the complaint within 24 hours and include a unique reference number for you to quote if and when you are looking for an update.

Complaints are handled Monday to Friday 8.30am to 5.00pm.

The Complaint officer will remain the point of contact for the complainant.

The relevant department will be notified by email that there is a complaint assigned to them and they must get back with all relevant information. The relevant department must action any issues in their area to resolve the complaint.

What is the response time for a complaint?

It is our aim to resolve all complaints as quickly as possible and to your satisfaction. When we acknowledge a complaint we will inform you of the time scale for investigation and resolution of the complaint, however if we can not reach that deadline we will inform you and provide another time scale.

When your complaint is received it will be categorised into one of the following, please note the time scales for resolution of complaints for each of these categories.

Billing: We aim to resolve within 5 working days of receiving the complaint, with no disconnection while a complaint is being investigated.

Service Degradation: Immediate response, outlining the time scale of resolve.

Repair: We aim to resolve within 2 working days, or to give a specific time scale of resolve.

Installation: We aim to resolve within 10 working days, or to give a specific time scale of resolve.

Miscellaneous: We aim to resolve 10 working days of receiving the complaint.
If the complaint has not been resolved within these time scales your complaint will be escalated.

Escalation of complaint.
If the complaint is still unresolved, you will be given an approximate time frame for the resolution of your complaint. The complaint will be automatically escalated to the Manager of the department the complaint falls into. If after 2 days there has been no resolution, the complaint will again be escalated to the Director of the department the complaint falls into. If after this escalation procedure the complaint has still not been resolved the complaint will be escalated to the Customer Services Director. The customer at all times will be informed of the progress of their complaint.

How does BT confirm resolution with its customer?
The Complaint officer will confirm with you if you are satisfied with the actions that have taken place to resolve the complaint and will follow up with a letter of closure to you.

What is BT’s Customer Service Guarantee for Residential Services?
After investigation, should a Billing Complaint be upheld by us, we will provide you with a reimbursement credit to your customer account, which will be an amount pro-rated with respect to the relevant product charge per bill cycle.
We will endeavour to provide this reimbursement credit to your customer account approximately 6 to 8 weeks after the complaint is upheld.

Who do you contact if you require an update on your complaint?
You should be updated regularly but if you are looking for an update the Complaint officer is the primary contact. The Complaint officer can be contacted at the above details.

What is our policy on disconnection?
In relation to Bad Debt

In instances where a customer account falls into arrears, as per the terms and conditions of customer contracts, a representative of BT will contact the customer to remind them of BT’s terms and conditions. In instances where it is not possible to contact the customer (for example: the company has gone into liquidation) then BT will disconnect service immediately.

In relation to Fraud

BT will contact customers who are deemed to have supplied false or misleading information when applying for service. If they are able to give an adequate explanation for such information, disconnection of service will not occur. If the customer is unable to give an adequate explanation, service will be disconnected with immediate effect. BT will contact customers who have been detected as accessing BT’s network or a customer’s network fraudulently. If fraudulent access has taken place on the customer’s own site, BT will inform the customer and will not disconnect unless the customer requests such action. If accessing is affecting another party, BT will inform the customer which will result in withdrawal of service until BT and / or the customer is satisfied of intentions.

NB. There will be no disconnection if undisputed amounts are paid.

A Customer’s statutory rights are not affected by this code of practice.

The BT Guarantee

At BT we guarantee all our Talk customers will benefit from lower rates than Eircom on all local, national, international and calls to mobiles.

What does this mean for me?

This means that if Eircom reduce the price of a local, national, international or calls to mobile, BT will reduce its price to the same destination. This guarantee ensures that our customers pay a lower price to the same destination than if they were with Eircom! It’s good news for our customers!

ComReg Code for Tariff Presentation
In presenting tariff information BT is required to adhere to the principles set out in the ComReg Code for Tariff Presentation. This Code requires the presentation of accurate and comprehensive tariff information that is accessible to the consumer. BT complies with the Code, a full copy of which can be accessed on the ComReg website.

Independent Advice can be sought from:

Commission for Communications Regulation (ComReg):

To regulate with integrity, impartiality and expertise, thereby facilitating rapid development of a competitive, leading edge telecommunications sector that provides the best in terms of price, choice and quality to the end user, attracts business investment and ensures ongoing social and economic growth, and to work with the same focus on providing for users within the framework set of Postal regulation.

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

Tel: 1890 229 668
Fax: 01 804 9680