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Code of Practice

Customer feedback is of the highest importance to us, and we encourage our customers to give us feedback about our service.

If you need to discuss any aspect of your service or experience, please contact our Customer Care team, all our contact details are listed below. Please make sure you quote your mobile number or customer code in your correspondence with us so we can respond as quickly as possible, it will also allow us to track your query.

We will do our best to respond to all queries as soon as possible, however, where this is not possible we aim to acknowledge all contacts within 2 working days, and will investigate all complaints in line with our complaints handling policy, outlined below.

Complaints Handling Policy

Please contact our Customer Care team as your first point of contact for your complaint. Our team will take all your details, and endeavour to provide a resolution immediately. Some complaints may need additional time to investigate properly, but we endeavour to resolve all complaints within 10 working days

Escalations & Disputes

If you feel that our Customer Care team have not fully resolved your complaint, you can refer your complaint to our Customer Care Manager. Your letter will be acknowledged within 3 working days. Please provide details of your complaint, as well as your mobile number or customer code.

Our Customer Care Manager will investigate your complaint, and endeavour to resolve this within 10 working days, and will keep you up to date with the progress of the investigation.

Customer Care Manager
Tesco Mobile Ireland
Butlerstown IDA
Cork Road
Waterford

Data Protection

As a customer you have a right to obtain a copy of the personal data we hold about you, and to have any inaccuracies in this data corrected, or have outdated data deleted, subject to some exceptions.

To make a data access request, or a request to rectify your personal data, please send your request in writing to the following address:

Data Protection Officer
Tesco Mobile Ireland
Gresham House
Marine Road
Dun Laoghaire
Co. Dublin

We may ask you to provide proof of identiy before we process the request, and in the case of a data access request we will charge €6.35 to cover the cost of supplying copies of your personal data to you.

We will endeavour to fulfill these requests within 40 working days.

How to Contact Tesco Mobile

By telephone
1749 from your Tesco Mobile phone, or 089 420 0000 from a landline or other network mobile

By Post
Tesco Mobile
Tesco Mobile Ireland
Butlerstown IDA
Cork Road
Waterford

By email
www.tescomobile.ie/help-centre/contact-support.aspx

Website
www.tescomobile.ie

Other Information

Our Code of Practice does not affect your statutory rights as a consumer. If you are not satisfied with our respones to your query or issue, there are independent bodies you can seek independent advice from. These are listed below:

Commision for Communication Regulation

Irish Life Centre
Lower Abbey Street
Dublin 1

Website: www.askcomreg.ie
Email: info@comreg.ie
Tel: Locall 1890 22 9668

Data Protection Commissioner

Canal House
Station Road
Portarlington
Co. Laois

Website: www.dataprotection.ie
Email: info@dataprotection.ie
Tel: Locall 1890 252 231

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