Code of Practice and Complaints Procedure

Rapid Broadband Ltd. Code of Practice and Complaints Procedure

Code of Practice:

This Code of Practice gives you our customer an outline of our support services, our terms and conditions and our complaints procedure.

Aim: Rapid Broadband is focused on providing Broadband Connectivity and Phone Services to our customers in West Cork. We aim to provide these services and excellent customer support.

 

Customer Support

Customers are to contact the main office on 023 88 69 000 for all their support needs. All support issues received both during and out of normal working hours will be logged on our support base.

Some issues may be caused by malfunction of equipment. Our support staff will assist you in troubleshooting problems with the broadband or phone service. Issues will be dealt with as soon as possible usually on the same day and you will be informed if a technician is assigned to make a service call. Service calls have to be scheduled and may take longer.

Corporate customers can reach 24/7 support using the supplied number.

Internet support is also provided on www.rapidbroadband.ie/support

Network Maintenance

We endeavour to organise our scheduled maintenance outages which are part of our progressive network during off peak hours thereby minimising customer disruption.

In the event of ESB power interruptions and emergencies caused by equipment failure and or weather conditions we will keep customers informed of any updates.

Contact Details:

Telephone: 023 88 69 000

Email: info@rapidbroadband.ie

Address: Rapid Broadband LTD, Rosscarbery, Co. Cork

 

Complaints Procedure

We welcome all feedback from our customers. We aim to resolve your complaint as efficiently and as fairly as possible. Information gathered from our complaints will be used to review our internal procedures for improvement of same.

Complaint Handling Procedure:

  1. As much information as possible will be gathered regarding the complaint.
  2. When an initial complaint is received we will endeavour to resolve it at first contact and a record will be made of this contact. If a complaint cannot be resolved at first contact we will progress the issue to management level.
  3. The complaint will be investigated as quickly and thoroughly as possible at management level. If the complaint remains unresolved after this, we will decide whether it is technically feasible to resolve your complaint.
  4. In the event that we are unable to resolve your complaint we will inform you that there is no further resolution and advise re cancellation. A record of all complaints will be kept for the required period of time of not less than one year.

 

Comreg

We will cooperate with Comreg with any referred complaints they may have.

Comreg can be contacted on 1890 22 668 /E-mail:consumerline@comreg.ie

 

 

 

Rapid Broadband is licenced by Comreg (Commission for Communications Regulation) as a provider of telecommunications services in Ireland and is a member of ISPAI-Internet Service Providers of Ireland.