Complaint handling process & Code of practice
The following steps apply to all complaints received by Net1 (NI) Limited:
If you have a complaint regarding Net1 or it’s services email full details of the complaint complete with your Name, Address and account reference to customerservices@net1.co.ni or by post to Customer Services, Net1 (NI) Ltd, Unit 13, Block A, Flurrybridge Business Park, Newry, Co. Down. BT35 8SQ.
If you have a billing and accounts query or complaint, please email full details of your complaint complete with your Name, Address, and account reference to customerservices@net1.co.ni or by post to Customer Services, Net1 (NI) Ltd, Unit 13, Block A, Flurrybridge Business Park, Newry, Co. Down. BT35 8SQ.
Acknowledgement of complaint – Net1 (NI) Ltd will endeavour to acknowledge all complaints within five working days.
Investigation of the complaint policy – Net1 aims to resolve all complaints within the shortest possible time frame. In many cases, the complaint can be resolved at the initial time of contact. However, where this is not possible the complaint will be escalated to the relevant department or level of management within the Net1 administration.
Notification of resolution of the complaint – Once a complaint is rectified, you will be contacted by a customer care representative of Net1 to ensure that the fault has been resolved to your satisfaction. Faults will only be closed with agreement of you, the customer.
If telephoning Net1:
Identity. – If telephoning Net1, each staff contact receiving your call will provide you with his or her first name upon request. Record same for future reference or so as to allow you to revert to the same person working on your query or complaint later.
Please have your account name, address and Universal ID or IP address available when telephoning, in order that Net1 may verify that you are the authorised customer contact, raising the query or complaint.
The staff member receiving your call will either resolve your complaint or transfer your complaint to a more appropriate person who will endeavour to resolve your query or complaint to your satisfaction. Where possible, our staff will resolve your concern at the time of first point of contact.
Escalation
If you are not satisfied with the resolution, or if you feel that you have not received a fair hearing, your complaint can be escalated to a supervisor or manager upon your request. He or she will review your complaint and resolutions offered and discuss the complaint with you.
If your complaint remains unresolved it can be escalated to the General Operations Manager and subsequently the Managing Director of the company.
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:
Ofcom Northern Ireland
2nd Floor Landmark House
5 Cromac Quay
The Gasworks
Ormeau Road
Belfast
BT7 2JD
Tel: 028 9041 7500
Email: ofcomnorthernirelandoffice@ofcom.org.uk
The Consumer Council
Floor 3
Seatem House,
28-32 Alfred Street
Belfast
BT2 8EN
Tel: 028 9025 1600
Email: info@consumercouncil.org.uk
Advertising Standards Authority Limited
Mid City Place
71 High Holborn
London
WC1V 6QT
Tel: 020 7492 2222
The Small Claims Court
Website: http://www.courtsni.gov.uk/en-GB/ContactDetails/Pages/default.aspx
Our customer service guarantee
We also operate a customer service guarantee. This service guarantee is operated in parallel with our code of practice for handling your complaints. It is provided for within the service guarantee that where we do not meet certain target dates for installation and fault clearance you may be entitled to a rebate.
You can contact our customer service team on 042 9340104 in relation to complaints or claims of this nature.
For installation and fault clearance the rebate does not apply to services other than installation and for fault clearance in the circumstances outlined below:
Extreme weather conditions (e.g. storm, lightening, flooding).
Serious damage to telecommunications equipment caused by a third party.
When a customer is unavailable to have their fault repaired within the target response time for field service which is applicable to the customer’s current tariff.
When the customer agrees to an appointment at a date after the target response time for field service which is applicable to the customer’s current tariff.
If the fault is diagnosed as a non-fault (e.g. access to the internet is available when when tested, or the fault lies outside Net 1’s network (i.e. beyond the Net1 point of customer termination).
The fault is found to be with the internal wiring and/or telecommunication equipment within the customer premises or a third party property which was not supplied by Net1.