Code of Practice

Delivering premier customer service to you is our number one priority so if we fail to meet your expectations at any time please let us know and we will work with you to resolve your query as quickly as possible.

If you should have a complaint – How to register it

If you have any issue or complaint about an Aptus Broadband product or service your first point of call should be with our Customer Care Team. In order to deal with your complaint effectively, we shall need to collect the following information:

  • Your Name
  • The Name on the Aptus Broadband Account and the Account Number
  • Your Contact Details including, where possible, a phone number
  • If you are not the Account holder, authorisation from the Account holder to engage with you
  • The category/classification of the issue (e.g. service outage, technical query, billing issue)
  • Specific Details of your expectation as to how we can resolve the complaint.

 

Contacting Us

You can contact us:

  • by telephone on 059 915 8030 Monday to Friday from 9am to 5.30pm
  • by email to complaints@aptus.ie
  • by sending a letter to the following address:

Aptus Ltd

Lorum House

Bagenalstown

Co. Carlow

 

How we handle and record your complaint

Once Aptus Broadband has received your complaint, you will receive confirmation from us along with a unique reference number. Please be sure to use this unique reference number in all future queries concerning your complaint to help us to assist you efficiently. We will record your unique number on our system for tracking purposes and we will reference it in any communication with you in relation to your complaint. In addition, we will record all the information you provide us in making your complaint along with the following:

  • The date we receive your complaint;
  • A copy of your complaint (if in writing) or notes made from the call/oral communication with you relating to the complaint;
  • All subsequent communications between us in respect of your complaint including details of our response.

 

Resolving your complaint

Aptus is committed to resolving all complaints we receive whenever possible. We will acknowledge your complaint within 2 working days of receipt, confirm that we have recorded it and give you your unique reference number, tell you the next steps in the process and a timeframe within which we will next be in contact. Our Customer Care Team will also direct you to this Code of Practice which is available online.

Aptus will keep you regularly updated on how your complaint is progressing until the process reaches its conclusion. Our Customer Care Team will endeavour to resolve your complaint within 10 working days. If, however, we are unable to resolve your complaint within this timeframe we will contact you to let you know the reason for the delay and the steps we are taking to try to reach a resolution of your complaint.

 

Refunds

Once the investigation of your complaint is complete, you may be eligible for a refund. The refund will typically be applied as a credit on your account. Eligibility for refunds will be considered on a case by case basis.

 

Escalation

The Aptus Customer Care Team works hard to deal with any complaints or queries as efficiently and effectively as possible. If you feel that your compliant is not receiving sufficient attention you may request your complaint or query to be escalated to a Customer Care Team leader. If no such person is immediately available they may call you back at a time that best suits you. This person will discuss the complaint or query with you and help expedite your issue as soon as possible. If you still feel that your complaint or query is still not being addressed properly you may escalate your case to a Senior Manager for their review and assistance. If you are unhappy with the manner in which your complaint has been addressed then you may refer your case to our regulator Comreg whose contact details we provide below.

 

Your Rights

Should you wish to receive independent advice about your complaint the following independent bodies are available to assist you:

ComReg – Commission for Communications Regulation

One Dockland Central

Guild Street, Dublin 1

D01 E4X0

Tel: 018049668

E-mail: consumerline@comreg.ie

Advertising Standards Authority

7 Herbert Street, Dublin 2

D02 K838

Tel: 01 6137040

E-mail: info@asai.ie

 

Inappropriate/Illegal/Unacceptable Internet Content

Aptus Broadband is a member of the Internet Service Providers Association of Ireland (“ISPAI”) which maintains Hotline.ie which is a service that provides an anonymous facility for Internet Users to report suspected illegal content in a secure and confidential way, particularly Child Sexual Abuse Material, accidentally encountered Online. If you encounter such material, please report this direct to Hotline.ie.

Irish Internet Reporting – Decisive Action. International Reach.

Hotline.ie is run and funded by the ISPAI whose members are determined to take measures to counter the use of their Internet facilities for such illegal purposes. It is also co-financed by the European Union’s Connecting Europe Facility.

The Hotline works in collaboration with An Garda Síochána and it is overseen by the Department of Justice and Equality (Office for Internet Safety).

To ensure international reach, ISPAI is a founding member of INHOPE – the International Network of Internet Hotlines.