Eir headquarters in Dublin: the company has come under fire for its handling of customer complaints Eir, the main provider of fixed-line and mobile telecommunications in the State, has been fined €7,500 for 10 breaches of its internal code of practice for dealing with consumer complaints. The size of the fine imposed by the Dublin District Court belies the severity of the company’s transgressions in this matter.
The court heard that staff dealing with complaints were warned of disciplinary consequences if they facilitated customers in making an official complaint by providing the phone numbers and webpage addresses as required by law. The judge in the case also heard that complaints were only escalated to the formal channel if the customers used specific “trigger words” and phrases.
Eir issued a statement in the wake of the judgments claiming that ComReg had misinterpreted its documents. The regulator pointed out they did not raise these objections in court.
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