At Bounce Broadband we aim to enhance the lifestyle of those in the rural community and provide them with fast speed broadband access. By providing customers with prompt and friendly assistance and technical support in a timely manner we receive positive feedback and recommendations.

As a local business we ensure what others may not be able to, quick response to queries and access to skilled advisors.

Below we have set out information on our Code of Practice for Customer Service and enquiries.

Customer Enquiries

Telephone

Should you wish to contact us, you can do so using the links on our website (www.bounce-broadband.com) or call 044 93 626 41 during business hours. Calls are answered by our staff from 9am to 5.30pm – Monday to Friday. Outside these hours please leave a voice mail and a member of staff will return your call as soon as possible.

If possible, a query or complaint will be resolved during the phone call. Otherwise, our staff representative will inform you of the manner in which the query or complaint will be dealt with and the expected length of time to resolve the complaint.

Letter

Complaints may be sent in writing to our registered office:

Bounce Broadband Customer Care
17 Gandon Court
Fairgreen SC
Portlaoise
Co. Laois

E-mail

Complaints may be e-mailed to: customerservice@bounce-broadband.com

Complaint response and handling process

The following steps apply to all complaints received by Bounce Broadband.

1. Initial contact by customer
   • Complaints are received by phone, e-mail or letter.
2. Acknowledgement of complaint
   • All complaints will be acknowledged within seven (7) working days.
   • Phone complaints are acknowledged immediately on receipt of the call by Bounce Broadband’s staff or within seven (7) working days for voicemail complaints.
   • Official complaints are logged on an internal software database.
3. Investigation of the complaint
   • Bounce Broadband aims to resolve all complaints as quickly as possible. In many cases, the complaint can be resolved at the initial point of contact. However, where this is not possible the complaint is escalated to the relevant department within Bounce Broadband.
4. Internal escalation of complaint
   • Bounce Broadband aims to resolve all complaints within the following indicative timescales. The following applies to all complaints which are identified to be the responsibility of Bounce Broadband or as a result of a failure in Bounce Broadband’s network.
     • Billing
       • Complaints and queries relating to billing issues will be resolved in the shortest time possible.
       • Please email our billing department for queries on billing at billing@bounce-broadband.com
     • Installation
       • Bounce Broadband aims to resolve any complaints regarding installation in the shortest time possible but are dependent on the time constraints of the relevant installer.
     • Service Degradation
       • Bounce Broadband constantly monitors the quality of our network and the quality of all customer connections. Bounce Broadband aims to resolve all customer service degradation issues within 5 working days.
       • Please refer to the following link on our website before lodging a service enquiry – http://support.bounce-broadband.com
     • Repair
       • Bounce Broadband aims to repair all customer connectivity faults within 7 working days.
     • Other
       • If we cannot resolve your query within this timeframe we will inform you by telephone or letter.
       • In some exceptional cases it may be necessary to request further information or where it is beyond our control we will keep you informed of the progress and resolve your query as quickly as possible. Also, if it is a new installation or a new activation, less than 30 days since installation, Bounce Broadband reserve the right at its sole discretion, to remove the Broadband service and refund the installation fee as applicable if the service proves to be unsuitable for that locaton. This step will only be done if we receive a complaint regarding the service within 30 days following installation/activation. If we are removing the connection, the installer will try to contact the customer however, if we are unable to make contact, we reserve the right to remove our equipment from the installation location withouth notice and refund all fees paid in a timely manner. For more information please view our Terms and Conditions.
5. Notification of resolution of the complaint
   • Once a complaint is rectified, you will be contacted by a customer care representative to ensure that the fault has been resolved to the satisfaction of the customer. Faults will only be closed with agreement of you, the customer. A record of the complaint and of the resolution will be maintained on Bounce Broadband’s customer database for a minimum period of 12 months.

Disconnection Policy

Bounce Broadband offers the best value proposition in the market and in return we expect payment for our services on or before the date specified on the bill.

If the account is not paid by the due date without prior notice Bounce Broadband may restrict the ability to use your Broadband service. Before restricting service, reasonable efforts will be made to contact you to remind you that your bill is overdue.

Details regarding termination/disconnection of service are outlined in our terms and conditions. For more information please view our Terms and Conditions.

Statutory Rights of the Customer

Your statutory rights are not affected by this Code of Practice. For independent advice regarding
telecommunications or consumer issues you can contact the following agencies:

Commission for Communications Regulation

Abbey Court , Irish Life Centre, Lower Abbey Street , Dublin 1
Tel: 1890 229 668 or Fax: 01 804 9680
E-mail: consumerline@comreg.ie

Office of the Director of Consumer Affairs (ODCA)

4 Harcourt Road , Dublin 2, Ireland , Dublin 1
Tel: 01 402 5500 or Fax: 01 402 5501
Website: www.odca.ie

Advertising Standards Authority

IPC House, 35/39 Shelbourne Road , Dublin 4
Tel: 01 6608766 or Fax: 01 6608113
E-mail: info@asai.ie