Complaints Code of Practice
If at any time during the course of your subscription, the service is not to your satisfaction, you can make a complaint to Ripplecom. There are a number of ways to contact us:
Telephone: 1800 832002 or 061 500250. Our phone lines are open 9-17.30, Monday to Friday.
Write to our postal address: Ripplecom, Houston Hall, Ballycummin Avenue, Raheen Business Park, Raheen, Co. Limerick, V94PKF1
Please ensure you include your customer account number on your correspondence.
The process below lists the steps we take once we receive a complaint:
1. Receive and record
Once received, a record is made of the complaint.
The complaint will be acknowledged within two working days of receipt of the complaint.
The complaint received will be thoroughly investigated.
4. Propose solution
The customer will be contacted concerning Ripplecom’s proposed resolution of the complaint within a maximum time frame of 10 Working Days
We trust that at this point the complaint will be resolved to the customer’s satisfaction.
In the unfortunate event that this is not the case, the complaint will be escalated to management.
If Ripplecom is unable to resolve your complaint in accordance with the above timescales, Ripplecom will use reasonable endeavours to ensure that you are informed about the expected timescale for resolution of your complaint.
Ripplecom will do its utmost to resolve your complaint to your satisfaction. If it is determined by Ripplecom that we are unable to provide a resolution to your issue, you have the right to terminate the contract.
In the event that Ripplecom is unable to provide a customer with service for any period greater than 24 hours, customers may be entitled to a credit on their account equivalent to the cost of the element of service affected by the outage. Credit can be requested by contacting us on 061 500250 or emailing firstname.lastname@example.org
Seeking independent advice
If you are not satisfied with the resolution of your complaint, you have the right to seek independent advice from the bodies below:
Commission for Communications Regulation
1 Dockland Central, Guild Street, Dublin 1, D01 E4X0
Telephone: 01 8049668
Competition and Consumer Protection Commission
Bloom House, Railway Street, Dublin 1, D01 C576
Telephone: 1890 432 432 or 01 402 5555