Code of Practice
At Perlico, our business is based on a simple philosophy: “If we deliver great service and great value in the market, our customers will reward us with their custom — and their lifetime loyalty.”
To help shape our approach to Customer Service we first spoke to our customers and asked them how they would explain their great service expectations of Perlico. This feedback helps us define our Customer Service Mission.
Our customer service mission
“Our Customers define great service as how Perlico has delighted them, by exceeding their expectations”
To achieve this mission we pride ourselves on employing passionate and skilled professionals who can flourish in a culture of putting the customer first. We feel extremely privileged when a Customer places their trust in us and this ensures that we are constantly challenging ourselves to develop new ways to improve the quality of our Customer Service. Let us outline for your information our Code of Practice for Customer Service / Customer Enquiries.
Code of practice for customer service / customer enquiries
For your convenience we are open 7 days a week and we offer a choice of ways to contact us:
- Telephone:
- Freephone 1907
- Email:
- athome.ie@vodafone.com
Our opening hours to speak to a Customer Service Representative are 9am to 9pm (Monday to Friday) and 10am to 6pm (Saturday, Sunday, and Bank Holidays).
If you are a business customer you can also contact your Account Manager or use any of the other options listed.
Enquiries by telephone
When you contact Perlico we always strive to resolve your enquiry at the first point of contact. This objective is possible to accomplish in approximately 90% of cases but on occasion it may take a little longer. If this is the case we will keep you informed of progress of your enquiry and notify you of the resolution. Your enquiry will be assigned a unique reference number to help track the status of the particular query.
Enquiries by email
We will automatically receipt any enquiry sent to us by email. In order for us to resolve your enquiry in the shortest possible time please ensure you specify the nature of your query and provide us with your Perlico account number (located at the top of your Perlico bill).
Response times
On receipt of your query we will categorise it into one of the following categories: Billing, Service Feature, Service Degradation or Miscellaneous. We will give you a timeframe within which your enquiry will be resolved.
Billing
We issue an itemised bill once a month to our customers by post (if requested) or electronically (ebilling) which is available on the My Account section of our website.
Our preferred billing method is ebilling as this is better for the environment, better for our customers in terms of receiving your bill quicker and helps us manage costs which we can reinvest into our great value proposition.
Our Customer Service Representatives are happy to assist you with your Billing enquiry. We are committed to resolving your enquiry on first point of contact wherever possible. On rare occasions however if we are dealing with a particularly complex billing issue we will aim to resolve within five working days of initial contact. If for any reason a refund is determined we will inform you and update you account balance within 30 days.
‘My Account’
We offer a My Account facility to help you manage your account online. Once logged in you may view your bills online, view broadband usage, change your contact details and much more. We also provide a Support section to find answers to frequently asked questions.
Service features
If your query relates to a service feature e.g. call waiting — we will respond within 3 working days.
Service degradation
We will respond within 3 working days, explaining the investigation procedure and the amount of time required in order to resolve the service degradation.
To resolve the service degradation. We will manage and maintain your phone and internet service which includes liasing with our wholesale partners in the event of a service degradation, ensuring they are escalated and managed appropriately.
Line faults
All line faults reported will be acknowledged within 24 hours, logged and issued with a fault reference number which be used to check for updates on our automated IVR service on Freephone 1912.
We will endeavour to rectify the reported line fault within 2 working days. However there are some instances that are beyond our control where an appointment is required an engineer must assist in order to resolve the line fault. We will notify you of this request and arrange a suitable time/date.
Pricing and tariffs
Details of all our pricing and tariff rates can be viewed on our website, or upon request from our customer service department. Should you wish you may also visit callcosts.ie an interactive website that has been developed by ComReg to help consumers to compare the cost of personal/non-business mobile, home phone and broadband price plans.
Miscellaneous
Other queries will be responded to within a 10 working days.
In some exceptional cases it maybe 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.
Disconnection policy
Perlico offers the best value proposition in the market and it 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 Perlico may restrict the ability to make and receive calls. 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.
Should your line be restricted in this manner you will still be able to contact the emergency services 112 or 999.
Escalation of a dispute
If you are not satisfied with a response or your enquiry is a dispute with Perlico, you can at any time ask to have the matter handled by a Customer Service Team Leader.
Where the Customer Service Team Leader cannot resolve your enquiry to your satisfaction you may escalate your dispute to our Customer Service Manager. If you still feel that the problem was not handled satisfactorily you may ask for the matter to be reviewed by our Head of Customer Service.
In any event that you are still not satisfied you may put your complaint in writing to:
Your letter will be acknowledged within three working days.
In your letter you must state clearly the background and nature of the complaint and the redress sought by you. Once you are happy with the resolution of your complaint, the complaint will be marked as complete on Perlico's customer management systems.
Customers' statutory rights
Our Code of Practice does not affect your Statutory Rights and you can still seek independent advice from a number of independent bodies listed below:
- Telephone:
- 1890 229 668
- Fax:
- 01 804 9680
- Email:
- consumerline@comreg.ie
- Web:
- www.comreg.ie
- Telephone:
- 1850 741 741
- Fax:
- 1850 741 747
- Email:
- info@regtel.ie
- Web:
- www.regtel.ie
- Telephone:
- 01 402 5500
- Fax:
- 01 402 5501
- Web:
- www.odca.ie
- Telephone:
- 1890 432 432
- Fax:
- 01 402 5586
- Email:
- ask@consumerconnect.ie
- Web:
- www.consumerconnect.ie
- Telephone:
- 01 613 7040
- Fax:
- 01 613 7043
- Email:
- info@asai.ie
- Web:
- www.asai.ie