Complaints Code of Practice

Your first point of contact for queries or complaints

For any questions or concerns regarding our products and services, please contact our Customer Care team as your primary point of contact. Our Customer Care Team are trained to resolve your query. We aim to do this as quickly as possible and to your satisfaction. Our Customer Care agents can be reached by phone or email:  

General line:  0818 789 789
Email care@anpostmobile.ie
Social media: Facebook An Post, Instagram An Post official and X @Postvox 

You may also choose to write to us at the following address
An Post Mobile, 6th Floor, Zone 7, Exo Building, North Wall Quay, Dublin 1, D01 W5Y2

Escalation Process 

If your complaint isn’t resolved to your satisfaction through our standard process, you can escalate it to our An Post Mobile Team by phone or email. 

• If a customer has an issue with any aspect of the Services, please call Customer Care from any other phone and we will do our best to resolve it.
• If your complaint is not resolved at first contact, we will contact you within 5 days 

Definition

The Commission for Communications Regulation (‘ComReg’), defines a complaint as: 
“an issue raised by an end-user to an undertaking relating to that undertakings product or service or its complaints handling process where the issue remains unresolved following an initial attempt by the undertaking to resolve it or where there has been no attempt by the undertaking to resolve it and the end-user expresses dissatisfaction, through one of the channels set out in the code of practice, that the issue remains unresolved.” 

Acknowledging your complaint

When you contact us with a complaint, we'll log it immediately and provide you with a case reference number. If you email us your complaint, we'll convert it into a case and respond accordingly. If you reach out to us via social media, we'll send you a direct message in response. 
 

How your complaint is logged

An Post Mobile maintain a log of complaints. This log will include:

• Name, address and phone number
• Document the details of the complaint, including the reason and the specific service options
• The date the complaint was raised and dates of all communication throughout the life cycle of the complaint to final closure.
• Complaints can only be captured or recorded if they are approved by a team leader. 
• Notes made from the voice/online communications with you relating to the complaint are documented.
• All complaints and queries will be retained according to our data retention policy, with a maximum period of two years. However, any complaint or query involving financial records will be securely held for a duration of seven years

Resolving your complaint

At An Post Mobile we aim to address and resolve your complaint completely within 10 working days.

Where a resolution can’t be found within 10 working days we will provide you with an estimated timeframe for resolution as well as details of the ongoing process, and details for contacting ComReg. You may refer the case to ComReg for further investigation in the event that we are unable to resolve within 10 working days or if you are not satisfied with the resolution. 

Refunds

Refunds, or where applicable compensation, will be granted on a case-by-case basis, depending on the details of the complaint.

Our Customer care team will review your complaint and inform you of your eligibility for refund or compensation. 

Statutory Rights and Independent Bodies

This Code of Practice does not negate your statutory rights. You retain your right to seek independent advice from the relevant independent bodies below:

Commission for Communications Regulation (“ComReg”) 

ComReg is the statutory body responsible for the regulation of the electronic communications sector (telecommunications, radio communications and broadcasting transmission) and the postal sector in Ireland. 

Consumer Line: (01) 8049668 
Address: 1 Dockland Central, Guild Street, Dublin 1, D01 E4X0 
www.comreg.ie   
consumerline@comreg.ie for consumer queries 
businessconsumers@comreg.ie for business consumer queries 

The Competition and Consumer Protection Commission (the “CCPC”)

The CCPC is the statutory body responsible for enforcing consumer protection and competition law in Ireland.

Consumer Helpline: 1890 432 432 or 01 402 5555
Address: Bloom House, PO Box 12585, Railway Street, Dublin 1.
www.ccpc.ie

Advertising Standards Authority of Ireland (ASAI)

The ASAI is an independent self-regulatory body set up to ensure highest standards of marketing communications by commercial bodies in Ireland.

Tel: (01) 613 7040
Address: Ferry House, 48 Lower Mount Street, Dublin 2.
www.asai.ie

Data Protection Commissioner (“DPC”)

The DPC is responsible for upholding the rights of individuals as set out in the Data Protection Acts 1988 and 2003 and enforcing the obligations upon data controllers.

Tel: 1890 252 231
Address: Canal House, Station Road, Portarlington, Co. Laois.
www.dataprotection.ie 

European Commission Online Dispute Resolution

Under EU Regulations Consumers who have a complaint about goods or services purchased on-line have a right to refer their complaint to an independent dispute resolution agency via  ec.europa.eu/consumers/odr/

Small Claims Court

To contact the Small Claims Court, see your telephone directory under Courts Service for your local office or visit the following website for further information: www.courts.ie