Code of Practice
Code of Practice for Complaint Handling
Digiweb is committed to ensuring that customers receive excellent customer service when contacting us.
How do I make a complaint?
If you have any issue or complaint about a Digiweb product or service your first point of contact will be with our Customer Care Team. We aim to resolve your query as quickly as possible.
How to contact Digiweb with a complaint:
- Digiweb Customer Care Team on FREEPHONE 1918 or +353 42 939 3300 from 9am to 7pm Monday to Thursday and 9am to 6pm on Friday.
- By sending a letter to the following address however this query may not be dealt with as quickly as we can over the phone.
Digiweb Customer Care,
IDA Business Park,
Dundalk, Co. Louth, A91 KR80 - By e-mailing Digiweb at: customercare@digiweb.ie
- Live Chat is available here
Complaint Handling by Digiweb
Digiweb intends to follow the process below in handling complaints received from customers:
- Receive complaint from customer via one of the communication channels mentioned above
- Record the customer’s complaint
- Acknowledge receipt of a customer’s complaint by telephone or email within 24 hours
- Issue the customer with a complaints reference number
- Notify the customer concerning Digiweb ‘s proposed resolution of the complaint
- Escalate the complaint internally if the customer’s problem/dispute has not been resolved to his/her satisfaction.
Categorization of Complaints Received and Timescales for Response
Digiweb will categorise complaints received from customers as follows:
- Billing dispute – Digiweb aims to respond within 2 working days of receipt.
- Miscellaneous problem/issue – Digiweb aims to respond within 2 working days of receipt.
If Digiweb is unable to resolve your complaint in accordance with the above timescales, we will use reasonable endeavours to ensure that you are informed about the expected timescale for resolution of your complaint.
If a customer has a dispute with Digiweb that is being investigated, we will not discontinue your service provided that you remit payment for the amount that both parties agree is not in dispute.
Escalation Procedure
We have a dedicated team of trained Customer Care Agents in place to investigate and resolve your complaints.
If you are not happy with the Customer Care Agent or the way in which they handle your complaint you can ask to have the matter escalated to a supervisor or manager in the appropriate area. The supervisor or manager will provide you with a revised resolution timeframe. It may not be possible to speak to a supervisor immediately however they will return your call within 24 hours.
He / she will review and discuss the issue with you and try to reach a satisfactory resolution.
Where a final resolution cannot be provided within 10 working days, we will provide you with an appropriate timeframe for resolution with details of our ongoing resolution process and details for contacting Comreg. If we have not been able to resolve our complaint to your satisfaction within 10 working days then you may refer your case to Comreg .
Recording your Complaint
Digiweb will keep a record of your complaint recording the following details:
- Your name, account number and contact details including a phone number.
- The date your complaint was raised and the dates of all communications throughout the duration of the complaint until resolution.
- A copy of any written complaint or notes made from the call/online communications with you in relation to the complaint.
- All communications between you and Digiweb including responses to the complaint and final resolutions and associated documents.
In line with our data retention policy we will retain these details on our system for a minimum period of one year.
Refunds
Refunds will be granted on a case by case basis and our customer care agent will contact you if eligible. Refunds can only be granted for over payment and not in lieu of a credit application for downtime or as a gesture of goodwill.
All refunds will be made in the same manner in which we received payment.
If we receive payment via Credit Card we can only refund the card that made the original payment.. If a customer pays via Direct Debit we refund them via bank transfer only. All other refunds can be made via EFT.
All refunds will be processed within 10 working days of final agreement.
Independent Advice
Digiweb will do its utmost to resolve your complaint to your satisfaction. However, if you are not satisfied with the resolution of your complaint, you also have a right to seek independent advice from the bodies below:
Useful addresses and telephone numbers
You can seek independent advice regarding your complaint from any of the following:
Commission for Communications Regulation
Block DEF, Abbey Court, Irish Life Center, Lower Abbey Street, Dublin 1
Tel: 1890 229 668 or Fax: 01 804 9680
E-mail: consumerline@comreg.ie
Office of the Director of Consumer Affairs (ODCA)
National Consumer Agency
4 Harcourt Road, Dublin 2, Ireland, Dublin 1
Tel: 01 402 5500 or Fax: 01 402 5501
Website: www.odca.ie
Advertising Standards Authority
Ferry House, 48 Lower Mount Street, Dublin 2
Tel: 01 613 7040 Fax: 01 613 7043
E-mail: standards@asai.ie
Porting and Switching Compensation Scheme
Per regulatory requirements we must have compensatory measures in place if there is a failure when we are moving your mobile or fixed number (often referred to as porting your number) or switching your Internet Access Services which essentially means cancelling existing Internet with your existing Internet Access Service Provider.
- When porting your fixed or mobile number to Digiweb. We will port your number with your consent in the timeframe agreed, and in any case, within one working day of the date agreed.
- When we get a request from another operator for a number to port away from Digiweb, we will act on the instruction of the gaining operator who validates your request and confirms your consent to port.
- When switching your Internet Access Service to Digiweb, and if you prefer us to notify your existing operator to cancel Internet Access Services, then we will only notify them to cancel once the new service has been activated by us.
- When you are switching from Digiweb. If you are switching from Digiweb and your existing operator notifies us to cancel your service, then subject to receiving valid details, we will cancel your service within one working day of receipt of notice from your operator.
When porting or switching we will endeavour to ensure minimal or no break in service and in any case for no more than one working day. If you advise us of an issue, then you might be entitled to compensation. This scheme is provided as required under ComReg Decision D01/24 related to delays in or abuses of switching and number porting. This issue could be:
- A potential failure to port your number within one working day of the timeframe agreed; or
- We may have cancelled your existing operator Internet Access Service before activating your Digiweb Service and you lost service for more than one working day; or
- We may have failed to cancel your Digiweb Internet Access on receipt of a valid request from your new operator.
If on investigation, we find that you are entitled to compensation then we will apply €3 per day for each day up to a maximum of €30 to your Digiweb account within 5 working days of the outcome. In certain cases, we may need to refer you to another retail operator if the issue is due to a failure on their side.
Missed and Delayed Service and Installation Compensation Scheme
Per regulatory requirements we must have compensatory measures in place for missed/delayed installation appointments related to a request to move your number and/or switch your internet access services. This scheme is provided as required under ComReg Decision D07/25 related to switching and porting appointments.
Minimum Quality of Service (QoS) Standards that will apply:
- We will offer range of Time Slots and Weekdays for an appointment.
- The time slots mean our installer staff will arrive within a 5-hour window for the agreed slot.
- For complex installations: two adjacent Time Slots may be offered.
- We will confirm appointments via email or SMS.
- Appointments will be fulfilled within the agreed Time Slot.
- An appointment is considered missed if the technician does not attend during the agreed Time Slot.
- An appointment is not considered missed if:
- We give notice of cancellation by 3 PM the day before, or
- The technician arrives, tries to contact but cannot progress as there is no premises access.
- An appointment is delayed if:
- It is rearranged before the original appointment expires.
- Your new appointment must be on the same Weekday and fulfilled that day.
There are exclusions and appointments are not considered missed or delayed if affected solely by Force majeure events (including natural disasters and extreme weather), events that could not reasonably have been foreseen and events that would pose safety risks.
If your install is missed or delayed: We will review and if on investigation, we find that you are entitled to compensation then we will apply €10 for each missed or delayed appointment under the above rules.