We aim to provide quality broadband services to all our customers. If there is a case where as a customer you are unhappy with our services, please let us know and we will do our absolute best to resolve it as quickly as possible.
How to Make a complaint
If you have any issue or complaint about a Next Gen Fibre service, your first point of call should be with our Customer Care Team. In order to deal with your complaint effectively, we shall need to collect the following information:
• Your Name
• The Name on the Account and the Account Number
• Your Contact Details including, where possible, a phone number
• If you are not the Account holder, authorisation from the Account holder to engage with you
• The category/classification of the issue (e.g. service outage, technical query, billing issue)
• Specific Details of your expectation as to how we can resolve the complaint.
Contact Methods
You can contact us:
• by telephone on 0818 111 456 Monday to Friday from 9am to 5pm
• by email to complaints@nextgenfibre.ie
• by sending a letter to the following address: Next Gen Fibre, Springfield Industrial Estate, Springfield, Youghal, Co. Cork, P36 RY19
How we handle your complaint
Once Next Gen Fibre has received your complaint, you will receive confirmation from us along with a unique reference number. Please be sure to use this unique reference number in all future queries concerning your complaint to help us to assist you efficiently. We will record your unique number on our system for tracking purposes and we will reference it in any communication with you in relation to your complaint. In addition, we will record all the information you provide us in making your complaint along with the following:
• The date we receive your complaint;
• A copy of your complaint (if in writing) or notes made from the call/oral communication with you relating to the complaint;
• All subsequent communications between us in respect of your complaint including details of our response.
Resolving your complaint
Next Gen Fibre is committed to resolving all complaints we receive whenever possible. We will acknowledge your complaint within 2 working days of receipt, confirm that we have recorded it and give you your unique reference number, tell you the next steps in the process and a timeframe within which we will next be in contact. Our Customer Care Team will also direct you to this Code of Practice which is available online.
Next Gen Fibre will regularly keep you updated on how your complaint is progressing until the process reaches its conclusion. Our Customer Care Team will endeavour to resolve your complaint within 10 working days. If, however, we are unable to resolve your complaint within this timeframe we will contact you to let you know the reason for the delay and the steps we are taking to try to reach a resolution of your complaint.
Refunds
Once the investigation of your complaint is complete, you may be eligible for a refund. The refund will typically be applied as a credit on your account. Eligibility for refunds will be considered on a case-by-case basis.
Escalation
The Next Gen Fibre Customer Care Team works hard to deal with any complaints or queries as efficiently and effectively as possible. If you feel that your compliant is not receiving sufficient attention you may request your complaint or query to be escalated to a Customer Care Team leader. If no such person is immediately available they may call you back at a time that best suits you. This person will discuss the complaint or query with you and help expedite your issue as soon as possible. If you still feel that your complaint or query is still not being addressed properly you may escalate your case to a Senior Manager for their review and assistance. If you are unhappy with the manner in which your complaint has been addressed then you may refer your case to our regulator Comreg whose contact details we provide below.
Your Rights
Should you wish to receive independent advice about your complaint the following independent bodies are available to assist you:
ComReg – Commission for Communications Regulation
One Dockland Central
Guild Street, Dublin 1
D01 E4X0
Tel: 018049668
E-mail: consumerline@comreg.ie
