This Charter provides information on the level of customer service we commit to offer, details of any compensation and general information about our customer service. We are required to provide this Charter by the Commission for Communications Regulation (ComReg). Further information, including what you can use the Charter for, is available at www.comreg.ie/customercharter.
This Charter is available to request in print, large print, braille – just let us know what format you require by contacting us at:
1. Contacting us
Customer service response time
Phone: Freephone on 1903 for any assistance - Monday to Friday: 8am - 8pm. Saturday, Sunday & Bank Holidays 9am - 6pm and you will be connected to a person trained as a customer service agent. If calling from abroad Freephone 1743.
We do not offer any Commitment on call response times.
Email: customercare@tescomobile.ie
We do not offer any Commitment on email response times.
Webform:
We do not offer a web form contact channel
Live Chat is available Monday to Sunday: 7am-9pm and accessible from our website or through the following link https://www.tescomobile.ie/help-centre/contact-support.aspx
We do not offer any Commitment on Live Chat response times.
Tesco Mobile App: Contact us using our secure in-app messenger https://www.tescomobile.ie/app/
We do not offer any Commitment on in-app messenger response times.
Post: Tesco Mobile Ireland, Butlerstown IDA, Cork Road, Waterford
We do not offer any Commitment on post response times.
2. When you are due a refund
Time to issue refund
We do not offer any Commitment on refund times.
3. If there is a service outage
Planned service outages
We do not offer any Commitment to publish information for customers in advance of planned network outages.
Unplanned service outages
We do not offer any Commitment on times within which we will publish information to inform customers of unplanned service outages.
4. Compensation
Mandatory compensation
You can request compensation from us if we fail to meet certain obligations. This subsection details where compensation schemes are required.
Switching and porting compensation: "Delays or other issues when switching your broadband service or porting your mobile or landline number including missed and delayed service and installation appointments may mean you can claim compensation. We have a switching and porting compensation scheme[s], which can be accessed at https://www.tescomobile.ie/about-us/terms/Porting_Compensation_Scheme_7_Oct_2024.pdf.
5. Accessibility
We are required to ensure our services are accessible. Further information is available in our accessibility statement, which can be accessed at https://www.tescomobile.ie/about-us/Tesco%20Mobile%20Accessibility%20Statement.pdf.
6. How we will handle complaints
We will handle any complaints in accordance with our code of practice for complaints handling which you can access at https://www.tescomobile.ie/code-of-practice
7. Any other information
Our Help Centre is an extremely valuable tool as it provides information about plans, payment options, roaming, online safety, managing your account and switching to highlight a few topics – see https://www.tescomobile.ie/help-centre/.
Our Corporate Responsibility section is also a valuable resource as it outlines what we are doing to make a positive impact in our communities and our environment. See https://www.tescomobile.ie/about-us/corporate-responsibility.
Effective from: 05 January 2026