BackImagine prides itself on offering the highest quality telecommunication services. We are the fastest growing telecoms provider in Ireland and aim to bring unrivalled levels of service to all our customers.
Despite our best efforts from time-to-time things can go wrong. In the unlikely event that the level of service does not meet your expectations, it is important we hear from you. Contacting us gives us the opportunity to correct any shortcomings, but more importantly helps us learn and improve the levels of service we provide to all our customers.
1. How to contact us with a complaint
If you have a complaint, there are a number of different ways you can contact us.
“Telephone” Our dedicated Customer Service Team are available on 1800 938 100, Monday to Friday 9am to 6pm. When we talk to you, the agent will give you their name and your ticket number and will acknowledge your complaint on the phone. We do our best to resolve your complaint on the spot, and to your satisfaction. Of course, sometimes we won’t be able to do this, and if this is the case, we’ll let you know how long we expect it to take, to have your issue resolved.
“In writing” If you prefer, you can write to us, or email us on the contact details below. Please make sure that you include your account number, name and your address to help us locate your account and resolve your query as quickly as possible. When we receive this, we will attempt to contact you within 24 hours (Monday-Friday) to try to resolve the issue. If we can’t resolve it there and then, the agent will give you their name and your ticket number and will give you an expected time frame to have your query resolved.
“Letter” Escalations team | Imagine, Unit 6 Sandyford Business Centre, Blackthorn Road, Dublin 18.
“Email” Our email address is complaints@imagine.ie.
2. Resolution Time Frames
Below are a list of complaint categories and time frames. If we can’t resolve your query there and then, these are the guideline times for resolution.
- Billing: 7 working days
- Transfer of your line: 10 working days
- Number Porting: 1 working day
- Network or Service issues: 3 to 5 working days
- Miscellaneous: 10 working days
Occasionally more complicated issues may take longer to resolve than the time frames above. If this is the case, we will let you know how long we expect it to take and we will update you regularly on the progress. We will let you know when each issue is resolved and will keep records of your complaint for at least one year.
3. Escalation procedures
Our dedicated Customer Care Team are in place to deal with any of your queries but if you are not happy with the Customer Care Executive or the way in which they handle your complaint you can ask to have the matter escalated to their manager. The manager will discuss the issue with you and try to reach a satisfactory resolution. If, having contacted the manager you feel that we have still not dealt with your complaint satisfactorily, you can ask for the matter to be reviewed by the Customer Operations Manager. Once you are happy with the resolution of your complaint, the complaint will be closed on the complaint handling system. If your complaint is not resolved within 10 working days from when you first logged it, you can escalate your complaint to ComReg by contacting them on the details below.
4. Disconnection policy
Your Imagine bill must be paid on or before the date specified on the bill. If you don’t pay your bill when it’s due, we will try to contact you by text message or email or telephone call and letter to remind you that your bill is overdue. Please make sure you keep your contact details with us up to date, to make sure you receive all messages. If we don’t receive a payment, we may restrict your ability to make calls and to use your broadband connection. We will write to you to confirm this and to advise you of the time frames and next steps in the process. If your line is restricted you will still be able to contact the emergency services via 112 or 999.
If we still don’t receive a payment, we may restrict your incoming calls. Finally, if the amount remains unpaid after the time specified in each letter, your account will be fully disconnected, resulting in the loss of your telephone number and broadband service. Your final invoice will be sent to a third party debt collection agency.
5. Useful addresses and telephone numbers
You can seek independent advice on your complaint from any of the following:
Commission for Communications Regulation (ComReg)
Abbey Court,
Irish Life Centre,
Lower Abbey Street,
Dublin 1
Tel: (01) 804 9668
Email: consumerline@comreg.ie.
Website: www.comreg.ie
Competition & Consumer Protection Commission
Bloom House,
Railway Street,
Dublin 1,
D01 C576
Tel: (01) 402 5555
Email: ask@ccpc.ie.
Website: www.ccpc.ie/consumers
Advertising Standards Authority
7 Herbert Street,
Dublin 2,
D02 K838
Tel: (01) 6137040
Email: contact@adstandards.ie
Website: www.adstandards.ie
Small Claims Courts
Information is available from your local District Court Offices.
Illegal Images and Reporting.
If you have any reason to believe that a particular image you have received might be illegal, such as child pornography, you should report it immediately to the Gardai. The Child Trafficking and Pornography Act 1998 makes it illegal for anyone to produce, forward, publish, send, show or possess any child pornography in Ireland. Illegal images of this nature should be reported to www.hotline.ie. This service is provided by the Internet Service Providers Association of Ireland (ISPAI) for reporting any instances of child pornography on the Internet in a secure and confidential environment. Internet Service Provider Association of Ireland Imagine is a member of the Internet Service Provider Association of Ireland that was formed in January 1998. The ISPAI is the leading industry representative on the Internet Advisory Board (IAB) established by the Government, which maintains a self-regulatory approach to Internet service provision in Ireland.
Members of the ISPAI are bound by a Code of Practice which requires that operators have an acceptable use policy that prohibits customers from sending messages that are likely to cause offence or any other material which is distressing, grossly offensive, indecent, obscene, menacing or in any other way unlawful. In addition, the ISPAI supports and funds the www.hotline.ie reporting line for uncovering illegal child pornography on the Internet. For further information contact Hotline at www.hotline.ie or alternatively:
Hotline.ie
Address Unit 25 Sandyford Office Park, Dublin 18
Tel: 353 (1) 2945280
Email: general.enquiries@hotline.ie
Website: www.hotline.ie
Hotline.ie reporting service Launched in November 1999, the hotline.ie service provides an anonymous reporting service to members of the public who accidentally uncover illegal child pornography on the Internet. The www.hotline.ie service is supported and funded by the Internet Service Provider Association of Ireland (www.ispai.ie) who are committed to ensuring that Internet Services are not used to spread illegal child pornography on the Internet. The www.hotline.ie service is a founding member of the INHOPE Association (www.inhope.org) – Internet Hotline Providers in Europe. The INHOPE Association co-ordinates the activities of the individual hotlines and through regular meetings ensure the extensive sharing of information on the best practices for the operation of an Internet Hotline and tracing of illegal child pornography.
To report suspected cases of child pornography or other forms of illegal material please report it to:
www.hotline.ie
Email: report@hotline.ie
This Code of Practice in no way infringes on your statutory rights.