At Tesco Mobile Ireland (‘TMI’), we are passionate about customer service. Our aim is to provide you with the best possible service and experience and continue being recognised as Ireland’s most recommended network.
Customer feedback is key, and we encourage our customers to give us feedback, positive or negative about our products and services so that we can try and address any issues raised.
If you have a query or need to discuss any aspect of your service or experience including raising a complaint, please contact our Customer Care team using the following
Contact Points:
*Note: the online form and chat mediums can be used as a first point of contact only if raising a complaint. If using chat to submit a complaint, you must submit a private message to TMI so that it can be logged and recorded as a complaint. For complaints made via calls we can provide the call recording of the complaint and for other mediums used, we can provide the record on a durable medium. A copy of the complaint can be obtained by contacting Customer Care.
Complaint Handling Policy
‘Complaint’ means an issue raised by a customer relating to a product or service or TMI’s complaint handling process where the issue remains unresolved following an initial attempt by TMI to resolve it or where there has been no attempt by the undertaking to resolve it, through one of the channels set out in this code of practice, that the issue remains unresolved. If after 3 days, we have not engaged in any meaningful, specific and demonstrable way to try and resolve the issue, it will escalate automatically to a complaint.
A complaint can only be logged / recorded on our systems once we are assured that we have already had an attempt to resolve the issue but failed. For example, if a customer raises an issue / concern with us we will endeavour to resolve the issue while being on the call, via chat or email i.e., first call resolution - that’s not deemed a complaint. Another example is where a customer raises an issue, and it is not possible to provide a resolution immediately as the issue requires a full investigation. In this case, we would endeavour to provide a full response and resolution within the timeframes set out below – see targeted minimum resolution times for the five main categories of enquiry and /or complaint. Where a resolution cannot be reached within these target timescales, TMI will endeavour to notify the customer periodically of the status of the issue until a resolution is achieved. However, if the customer is not satisfied with the progress of the investigation or resolution proposed they may request to have the issue escalated to a supervisor or team leader and or raise a complaint - see following the escalation process.
Escalation
If you feel that our Customer Care team, including the Complaints Team have not fully resolved or handled your issue and or complaint in a satisfactory manner, you can escalate your issue and or complaint to one of our Team Leaders. A Team Leader may be available to speak to you there and then or you can request a call back within 24hours (Please indicate a time that suits you.) Dependent on the complexity of the issue the Team Leader assigned to your case will further investigate your complaint, and endeavour to resolve this within 10 working days. The Team Leader will keep you up to date as the investigation progresses.
You can contact the Team Leaders as follows:
| Telephone: |
Freephone 1903 (please request to speak to a Team Leader) |
| Email: |
complaints@Tescomobile.ie (please put Team Leader in subject title of email) |
| Letter: |
Team Leader, Tesco Mobile Ireland, Butlerstown IDA, Cork Road, Waterford |
If the Team Leader is unable to resolve the issue or you remain dissatisfied, a complaint can be logged and or you can escalate the issue to ComReg.
Complaint Handling Process & Escalation
Note above the contact points available for our Customer Care team – you can raise a complaint with them using your preferred method. Please quote your mobile number when submitting your complaint to help us keep track and record of your complaint.
Upon receipt of your complaint our Complaints Team will contact you within 48 hours to acknowledge your complaint and where possible provide you with a resolution. Our Complaints Team will endeavour to resolve your complaint within 10 working days. If, however we are unable to resolve your complaint and/or provide you with a final resolution within 10 working days, we will let you know the reason for the delay, the steps we are taking to resolve the complaint and advise you of a provisional resolution date. In addition, we will provide details of our internal escalation process and contact details for ComReg should you wish to escalate externally.
All complaints are recorded and all records relating to the Complaint are retained for one year past the Complaint Resolution date (i.e., the date the complaint was closed).
Categories of Enquiry/ Complaint
The five main categories of enquiry / complaint are outlined below along with targeted minimum resolution times for each category. Where a resolution cannot be reached within these target timescales, Tesco Mobile will endeavour to notify the customer periodically of the status of the issue until a resolution is achieved.
- Billing - Within 5 working days
- Network Quality/Coverage - Immediate response, implement network investigation
- Roaming - Within 5 working days
- Handset - Within 10 working days
- Other - Within 10 working days
Refunds/ Reimbursements / Compensation
Please note that in the instance of a billing error, we will reimburse the affected account as soon as we become aware of the discrepancy. All complaints requiring compensation are made on a case-by-case basis. This is regardless of whether a re-imbursement or a settlement payment is being compensated. Any such requests need to be submitted to our Customer Care team.
For information regarding our Porting Compensation Scheme, see: here.
Customers' Statutory Rights
Our Code of Practice does not affect your statutory rights as a consumer. If you are not satisfied with our responses to your query or issue, there are independent bodies you can seek independent advice from. These are listed below:
Commission for Communications Regulation ("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.
The Competition and Consumer Protection Commission (the "CCPC") is the statutory body responsible for enforcing consumer protection and competition law in Ireland.
Advertising Standards Authority of Ireland (ASAI) is an independent self-regulatory body set up to ensure highest standards of marketing communications by commercial bodies in Ireland.
Data Protection Commissioner ("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.
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