iBox Code of Practice

iBox Code of Practice Regarding Complaint Handling and Dispute Resolution for Customers.

Company Name: iBox Limited, with offices at Unit 12 Orchard Business Centre, Orchard Avenue, Citywest, Dublin 24
Email: service@iBox.ie

1. Introduction
iBox is a next generation telecoms operator which provide triple play services to the residential market in Ireland.

We can provide you with a wide range of services including voice, video and reliable data communications. Further information about iBox and the services we provide can be found on our website (www.ibox.ie).

At iBox, we are committed to:
dealing with your concerns or complaints promptly, fairly, completely and courteously; keeping you informed about how we propose to act, how long it should take and what the results of our action are. If we have failed to deliver the services as promised, or if you have a concern with the way any service issue has been handled, we would like you to tell us. The following code sets out our procedure for handling problems and complaints for our customers. For the purpose of this Code, a ‘customer’ is a residential consumer

This Code of Practice should be read together with our Terms and Conditions of Service which is available at www.iBox.ie . In the event of a conflict between the Terms and Conditions of Service and this document the Terms and Conditions of Service shall prevail.

This Code of Practice applies to all verbal and written complaints received by us in respect of communications services utilised by our customers "you".

Your statutory rights are not affected by this Code of Practice

2. Reporting problems

In the first instance, you should use the following contacts to resolve any problems you have with our services or invoices:

Email: service@iBox.ie

Whenever you contact iBox, you should quote your account number and be ready to provide information about the service (eg. the relevant phone number) or invoice (eg. the invoice date).

We will retain records relating to your logged problems for at least 1 year following its closure

Your problem will be recorded by us in a central database and may include details of the problem, such as the assigned reference number, the date of the problem, a brief description of the problem, the category of the problem, your details, including your account number, any action planned and/or carried out by iBox to resolve the complaint and details of any communications with you or any person acting on your behalf. These records may also include details of any previous problems reported by you.

3. Complaints

3.1 Customer Care Team

If you have a complaint about the handling of any issues that you have reported iBox, you should contact our Customer Care team. The team may be contacted by email, telephone or post as follows:

Email: service@iBox.ie
Post: iBox Customer Care Department, Unit 12 Orchard Business Centre, Orchard Avenue, Citywest, Dublin 24
Opening hours 8am to 9pm Mon-Fri, 9am to 6pm Sat, 10am to 6pm Sun

You must inform us clearly of the background and nature of your complaint and any redress sought by you.
iBox will make every effort to acknowledge the complaint within two working days either by telephone, in writing or by e-mail. Such acknowledgement will state:

(a) the timescale within which the specific category of complaint will be addressed and normally resolved (see section 3 below); and
(b) a unique reference number for the complaint (which must be referenced in all subsequent correspondence relating to such complaint)

Where possible, we will try to resolve your concern when you first contact us. However complex complaints may take some time to resolve. In the event that the member of the customer care team cannot resolve your concern on first contact, we’ll agree an appropriate course of action with you.

If you are not satisfied with the course of action that has been proposed by the Customr Care team, or if you feel that you have not received a fair hearing, your complaint will be escalated to a manager. The manager will review your complaint and resolutions offered and discuss the complaint with you.

3.2 Next Steps

If we have not resolved the complaint to your satisfaction, you may make a complaint through or seek advise from but not limited to