All fixed line faults reported will be acknowledged within 24 hours. In all cases our customer care team will be able to assist you, and where necessary, if a fault is logged, we will issue a unique fault reference number which can be used to check for an update. We will endeavour to rectify the reported line fault within two to five working days. However, there are some instances that are beyond our control and where an appointment is required for an engineer to resolve the line fault. We will notify you of this request and arrange a suitable time/date.
In cases of Service Degradation requests, we will respond within three working days, explaining the investigation procedure and the amount of time required in order to resolve the service degradation.
We will manage and maintain your phone, TV and broadband service which includes liaising with our wholesale partners in the event of any service degradation, ensuring the case is escalated and managed appropriately.
Vodafone Network Satisfaction Guarantee
We want every customer to have the best experience on our network but if you’re not completely happy, come back to us within 30 days of joining and we’ll cancel your contract so you can walk away.If your plan included a new phone, we’ll take it back and refund what you paid for it. You’ll only pay for the first month of your plan, including any excess charges you’ve incurred. It’s that simple!
Customers' Statutory Rights
Our Code of Practice does not affect your Statutory Rights as a consumer. If you are not satisfied with our response to your query, you can still seek independent advice from a number of independent bodies listed below.
- Commission for Communications Regulation (“ComReg”)
ComReg is the statutory body responsible for the regulation of the electronic communications sector (telecommunications, radio communications and broadcasting transmission) and the postal sector in Ireland.
Tel: Consumer Line LoCall 1890 22 9668
Address: 1 Dockland Central, Guild Street, Dublin 1, D01 E4X0
For further information see their website: www.comreg.ie
- The Competition and Consumer Protection Commission ( the “CCPC”)
The CCPC is the statutory body responsible for enforcing consumer protection and competition law in Ireland.
Tel: Consumer Helpline on lo-call 1890 432 432 or 01 402 5500
Address: Bloom House, PO Box 12585, Railway Street, Dublin 1.
For further information see their website: www.ccpc.ie
- Advertising Standards Authority of Ireland (ASAI)
The ASAI is an independent self-regulatory body set up to ensure highest standards of marketing communications by commercial bodies in Ireland.
Tel: 01 6608766
Address: Ferry House, 48 Lower Mount Street, Dublin 2.
For further information see their website: www.asai.ie
- Data Protection Commissioner (“DPC”)
The DPC is responsible for upholding the rights of individuals as set out in the Data Protection Acts 1988 and 2003 and enforcing the obligations upon data controllers.
Tel: Lo Call 1890 252 231
Address: Canal House, Station Road, Portarlington , Co. Laois.
For further information see their website: www.dataprotection.ie
- European Commission Online Dispute Resolution
Under EU Regulations Consumers who have a complaint about goods or services purchased on-line have a right to refer their complaint to an independent dispute resolution agency via the following link: ec.europa.eu/consumers/odr/
- Small Claims Court
To contact the Small Claims Court, see your telephone directory under Courts Service for your local office or visit the following website for further information: www.courts.ie