Code Of Practice - V1.2
siprotect is committed to providing you with one of the best telecommunications services and customer experiences in any of the juristications that we operate in. Despite our best efforts, things do go wrong on occasion, and when they do, we want to know so that we can put them right as quickly as possible.
Please refer to the below information pertaining to our code of practice:
Complaints
We class complaints as any expression of customer dissatisfaction with the products and / or services managed by siprotect. If you do have a complaint, please contact us on the below information:
| Method | Details |
|---|---|
Phone | +353579170700 |
Email | complaints@siprotect.com |
Post | Complaints Department, siprotect, Unit 1 European Tech Hub, Mill Island, Birr, Co. Offaly, Ireland, R42NT72 |
What is the process for handling a complaint ?
When siprotect receives a complaint we acknowledge the complaint within 24 hours (Monday to Friday) 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 9.00am to 5.30pm.
Please also refer to our Compliant Handling Policy document
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 cannot 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 : We aim to provide an immediate response, outlining the potential issue and an initial timescale of resolution
- Repair : We aim to resolve in the time line of the SLA associated with the service, or to give a specific time scale of resolution where the complaint is regarding a product or service with no associated SLA
- Installation : We aim to resolve within 10 working days, or to give a specific time scale of resolultion
- Miscellaneous : We aim to resolve 10 working days after 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 Complaints Officer. If after this escalation procedure the complaint has still not been resolved the complaint will be escalated to the Managing Director. The customer at all times will be informed of the progress of their complaint.
How does siprotect confirm resolution with its customer ?
The Complaints 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 siprotects Customer Service Guarantee for Supplied 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 endeavor to provide this reimbursement credit to your customer account in your next bill.
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 Complaints Officer is the primary contact. The Complaints Officer can be contacted as noted above.
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 siprotect will contact the customer to remind them of siprotects terms and conditions. In instances where it is not possible to contact the customer then siprotect reserve the right to disconnect service immediately.
In relation to Fraud : siprotect 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 may be disconnected with immediate effect. siprotect will contact customers who have been detected as accessing siprotects network or a customer’s network fraudulently. If fraudulent access has taken place on the customer’s own site, siprotect will inform the customer and will not disconnect unless the customer requests such action. If accessing is affecting another party, siprotect will inform the customer which will result in withdrawal of service until siprotect and / or the customer is satisfied of intentions.
A Customer’s statutory rights are not affected by this code of practice.
ComReg
ComReg Code for Tariff Presentation
In presenting tariff information siprotect 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. siprotect complies with the Code, a full copy of which can be accessed on the ComReg website.
Independent Advice can be sought from:
Irish 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.
| Method | Details |
|---|---|
Phone | +35318049668 |
Email | consumerline@comreg.ie |
Post | Irish Commission for Communications Regulation (ComReg), Dockland Central, 1 Guild St, North Dock, Dublin, Ireland, D01 E4X0 |
Security & Regulation
siprotect believes that it is important to keep this Code of Practice document current in order to ensure that it addresses our obligations accurately and is up-to-date with evolving business issues and technologies. This policy is a living document that will be reviewed annually and/or updated as needed.
The siprotect security officer will draft necessary changes and have them reviewed and approved by the Executive Group of siprotect as appropriate.
The Security officer will communicate changes to the Company, Customer and 3rd party partner communities as required. Anyone in the Company can determine the need for a modification to the existing policy. Recommendations for changes to this policy should be communicated to the Security officer by the below details
| Method | Details |
|---|---|
Email | regulation@siprotect.com |