postfone are committed to providing you with the best possible mobile telephony service. However, despite our best efforts things can go wrong and when they do we want you  to know so that we can put them right as soon as possible. This Code of Practice gives information on how to contact postfone and the procedures we follow to resolve complaints about any failure by postfone to provide the services promised.

 

We are committed to providing you with the highest quality of customer service.

We value all our customers and all their feedback, whether it's good or bad.

If any of our customers do have any complaints, we do our best to resolve them as soon as possible. We will aim to resolve the problem on initial contact and if this cannot be done, to investigate the problem and call the customer back within 24 hours.

We believe it is important for our customers to know and understand how we handle any queries you may have. Our procedures for dealing with customer queries are set out below.

 

We will keep you informed of progress and respond to your complaint within the timeframes set out in the Code.  In extreme circumstance and where it is beyond our control e.g. if a third party is involved, or if we lack complete information, or in the case of adverse weather conditions, we may extend the timeframes in the Code. 

 

We will keep you informed of progress and notify you if and when we resolve the complaint. If we cannot resolve the complaint we will notify you.

 

In exceptional cases where we are unable to respond or acknowledge your query within the times specified below, postfone have established a Customer Guarantee Scheme to compensate for that delay Subject to the limitation of liability in the terms and conditions, postfone will provide reimbursement of related payments and settlements of losses in the event a complaint is upheld. In the event of overcharging postfone will reimburse the amount overcharged and all other cases where a complaint is upheld will be dealt with on a case by case basis.*

 

* A credit offered for this purpose is given as a gesture of goodwill only and does not imply an acceptance of liability, breach of contract or otherwise on the part of postfone.

Mobile voice/Text
Directory enquiries
Voicemail services

 

You may purchase our services by purchasing a product in a participating Post Office, or by going to our website: www.postfone.ie .

 

Our full terms and conditions are available here on our website and in the welcome pack that came with your SIM card.

 

 

 

 

     

 

 

 

Our aim is to resolve the enquiry on initial contact with postfone and if this cannot be done, to investigate the problem and call the customer back within 24 hours.

After this initial contact, the postfone Customer Care representative will agree an

appropriate call back schedule with the customer.We will keep you informed of progress and notify you of the resolution. All your enquiries will be uniquely recorded so that we will always know the status of any particular enquiry. In extreme circumstance and where it is beyond our control e.g. if a third party is involved, or if we lack complete information, or in the case of adverse weather conditions, we will keep you informed of progress and respond to your enquiry as soon as possible.

 

  

Enquiries sent to Postfone by letter or fax will be responded to by letter within three working days. Where we cannot resolve your query in this timeframe, we will send an acknowledgement of your query by letter and follow up with a telephone call in line with our Code of Practice.

 

Enquiries by email

For enquiries sent to us by email, we will automatically confirm on receipt and aim to respond with a resolution within 24 hours. Where we cannot resolve your enquiry in this time, we will resolve it in line with our Code of Practice.

Coverage

As we are a Mobile Virtual Network Operator (MVNO), we operate a virtual network providing a broad range of mobile communications services to our customers over the Vodafone network. The postfone Service currently has 99% population coverage and 95% geographical coverage, together with 70km coverage out to sea around the Irish coast.

You may experience problems on the postfone network such as congestion leading to dropped calls or network busy messages. Network outages can also occur for various reasons such as systems failures, storm damage, or third party damage to infrastructure.

Our customer care team will be able to assist you to identify the reason for a network problem and, where it is within our control, arrange to rectify the problem. Where the reason for the problem cannot be identified on the initial call, we will commit to letting you know the reason for the problem and our proposed resolution within 6 hours of your initial call.

Enquiries where you want information on postfone mobile service coverage in specific areas of the country, will generally be dealt with at the initial contact. If we cannot provide the information on coverage on your initial call we commit to answering you query within six hours of your initial contact.

 

 

Enquiries on charges for roaming may involve us contacting our roaming partners for further information. Where we cannot resolve your enquiry in the initial contact we will, where it is within our control, resolve your enquiry within five working days. When we have to contact our roaming partners we will keep you informed of progress.

 

 

 Handsets

 

Difficulties can arise with handsets through faulty SIM cards, increased functionality on the phone, or faults in the manufacturing process. Our postfone Customer Service Representatives are available to assist you with handset enquiries.

If you have a difficulty, we, in the first instance, will talk you through the various options to test the handset. Many of the enquiries will be resolved on the initial query.

Where there is a difficulty within our control to resolve, such as using functionality, resetting settings, contacting a supplier for technical information or replacement of a faulty SIM, we will commit to resolving the problem in as short a period as possible which should not exceed ten days. We will also keep you informed of the progress of your enquiry.

Where the problem is with the handset itself and falls under warranty or repair service, we will refer you to our nearest approved agent to avail of their repair service. Charges may be incurred for repairs of handsets outside the warranty period.

 

 

You agree to follow our reasonable instructions concerning your use of the Service.

You may not, nor allow anyone else to, use the postfone service:

 (a) for any improper or unlawful purpose,

 (b) in any way which is, or is intended to be, malicious, fraudulent or hoax (including to the

(c) breach the rights of any third party

(d) in any way which may damage or affect the operation or quality of postfone.

 

 You must tell us immediately if anyone makes or threatens to make any claim against you because of your use of postfone

 

 

 

 We view the problem of malicious calls very seriously and work closely with the police and others within the telephone industry to tackle it. If you are unfortunate enough to receive malicious or nuisance calls, please call Customer Care on on 1850 789 789 to report them and for information on how to deal with the situation.

We encourage parents to register the mobile on behalf of the minors and take responsibility in customer care enquiries.

We are aware that the mobile can provide access to premium services including adult content through independent companies' text services. We offer the ability to our customers via postfone Customer Care on 1850 789 789 to restrict the use of some premium rate services.

We fully support the legislation introduced by the Irish Government, banning the use of handheld mobile phones whilst driving and we promote within our stores and on our website a wide range of hands-free accessories.

 

postfone is registered with the Data Protection Registrar to hold information necessary to supply services to our customers.

 

Personal information will be retained for a reasonable period of time in a secure.environment.

Please note that customer’s calls to postfone Customer Care may be recorded for training and quality control purposes.

 

 We must disclose some of Your Information to other licensed telecommunications operators and Our agents for the purposes of providing the Service and also to third parties (including other telecommunications operators) for the purposes of fraud prevention and insurance claims processing. Personal data is not otherwise disclosed to third parties, save where required or permitted by law.

 

 

 Should you have a complaint about our service please contact Customer Care on 1850 789 789. Our Customer Care Advisors will ask you about the nature of your complaint and seek to resolve the problem while you are on the line. If this is not possible we will agree a course of action with you.

You may also submit your complaint in writing to:

postfone, GPO,

O’Connell Street,

 Dublin 1

or via an e-mail enquiry to care@postfone.ie

 During any discussions we will protect the privacy of the information that we hold on you. We may have to ask you questions to confirm that we are speaking to the right person.

 

If your enquiry is a dispute with postfone and you are not satisfied with the response or solution from our Customer Service Representative, you can ask at any time for your enquiry to be transferred to a Customer Service Team Leader.

Where the Customer Service Team Leader cannot resolve your dispute to your satisfaction, you can escalate your dispute to the Call Centre Manager. If you are calling outside office hours, your contact details will be taken and the Call Centre Manager will contact you after 9am or on the next working day, whichever is applicable.

In the event that you are still not satisfied you can put your complaint in writing to:

 

The Customer Services manager
postfone
GPO
O’Connell Street
Dublin 1

Your letter will be acknowledged within three working days.

In your correspondence, you must state clearly the background and nature of the complaint and the redress sought by you.

Should your complaint not be resolved to your satisfaction following this procedure, the complaint may be escalated within the company. The complaint will be escalated to the postfone Operations Manager. The decision of postfone at this stage will be postfone’s final decision on your complaint. 

 

If postfone cannot resolve your complaint to your satisfaction then we will write to you to say so. If you remain unhappy and wish to pursue your complaint further you can contact the Communications Regulator, Comreg.

 

                                                                                                                                                                                                                                               

 

Our Code of Practice does not affect your Statutory Rights as a consumer and you can still seek independent advice from a number of independent bodies listed below:

 

Commission for Communications Regulation (ComReg)
Irish Life Centre
Lr Abbey Street
Dublin 1

 

Office of the Director of Consumer Affairs
4 Harcourt Road
Dublin 2

 

Advertising Standards Authority (ASA)
IPC House
Shelbourne Road
Dublin 4

 

Regulator of Premium Rate Telecommunication Services (RegTel)
Crescent Hall
Upper Mount Street
Dublin 2

ComReg Code for Tariff Presentation

postfone complies with the principles outlined in the ComReg Code for Tariff Presentation. This includes presenting complete and accurate call and text rates in a comprehensible manner to consumers.