CODE OF PRACTICE FOR CUSTOMER COMPLAINT HANDLING

1. How to contact Imagine Broadband with your complaint

Imagine Broadband customers can register a complaint in a number of different ways:

Telephone

You can call Imagine Broadband on Lo-call number 0845 0760106. Calls are answered by our Customer Care team from 9am to 8pm, Monday to Friday and 10am to 4pm on Saturday, Sunday and Bank Holidays. Outside these hours, an answering machine is available to record voice messages.

Our customer care staff will provide you with your customer ID number and record your complaint in our customer database. If possible, the complaint will be resolved during the phone call. Otherwise, our customer care representative will inform you of the manner in which the complaint will be dealt with and the expected length of time to resolve the complaint.

Letter

Complaints may be sent in writing to:
Unit 6 Sandyford Business Centre,
Sandyford Industrial Estate,
Dublin 18,
Ireland.

E-mail

Complaints may be e-mailed to: support@ntrbroadband.ie

2. Complaint handling process

The following steps apply to all complaints received by Imagine Broadband:

1) Initial contact by customer
Complaints are received by phone, e-mail, web or letter.

2) Acknowledgement of complaint

All complaints will be acknowledged within two working days. Phone complaints are acknowledged immediately on receipt of the call by Imagine Broadband's customer care representative.

3) Investigation of the complaint

Imagine Broadband aims to resolve all complaints within the shortest possible timeframe. In many cases, the complaint can be resolved at the initial point of contact. However, where this is not possible the complaint is escalated to the relevant department within Imagine Broadband.

4) Internal escalation of complaint

Imagine Broadband aims to resolve all complaints within the following indicative timescales. The following applies to all complaints which are identified to be the responsibility of Imagine Broadband or are as a result of a failure in Imagine Broadband's network.

Billing - Complaints and queries relating to billing issues will be resolved within 5 working days.

Installation - Imagine Broadband aims to resolve any complaints regarding installation within 10 working days. All customer installations have a seven day cooling-off period before contractual terms apply. During this period, customers can cancel their agreement with Imagine Broadband with no further obligation.

Service Degradation - Imagine Broadband constantly monitors the quality of our network and the quality of all customer connections. Imagine Broadband aims to resolve all customer service degradation issues within 5 working days.

Repair - Imagine Broadband aims to repair all customer connectivity faults within 5 working days.

Other - all other complaints will be resolved within 10 working days.

5) Notification of resolution of the complaint

Once a complaint is rectified, you will be contacted by a customer care representative to ensure that the fault has been resolved to the satisfaction of the customer. Faults will only be closed with agreement of you, the customer. A record of the complaint and of the resolution will be maintained on Imagine Broadband's customer database for a minimum period of 12 months.

3. Disconnection

Imagine Broadband requires that customers shall pay all service fees monthly in advance, unless otherwise agreed in writing.

If payment is not received for service on or before the due date for payment, Imagine Broadband reserves the right to disable the service until all bills are fully paid. In so doing, Imagine Broadband will endeavour to contact you with a reminder that your bill is overdue.

If Imagine Broadband restricts your service, we will write to you informing you of the amount outstanding and a final payment date by which the bill must be paid to reactivate the service. If the amount remains outstanding following the stated termination period your account will be terminated and Imagine Broadband's modem equipment will be removed.

Imagine Broadband will follow up on all outstanding balances after the final bill.

4. Independent agencies

Your statutory rights are not affected by this Code of Practice. For independent advice regarding telecommunications or consumer issues you can contact the following agencies:

Northern Ireland Consumer Helpline
Tel: 0845 600 62 62
Web: www.consumerline.org