According to the Commission for Communications Regulation (‘ComReg’), Electronic Communications Complaints Handling Code of Practice – Response to Consultation and Decision, ComReg 17/62 D04/17, a complaint means: “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.”
The purpose of the TETRA Ireland’s Complaint Handling Code of Practice is to provide information to TETRA Ireland’s Framework Client customers on how they may register a complaint.
TETRA Ireland provides Managed National Digital Radio Services to its “Framework Clients” customers (Agencies) under a Framework Agreement with the Department of Public Enterprise and Reform. Complaints by end-users of TETRA Ireland’s services should be communicated in the first instance with the authorised escalation point within the end-users Agency (Framework Client) who can then log the complaint with TETRA Ireland. This is to ensure appropriate security controls and contract management processes are adhered to.
In the case where end-users contact TETRA Ireland directly to log a complaint, this will be logged and ticketed on TETRA Ireland's systems and an email will sent to the Agency’s authorised escalation point to notify them of the contact by the end-user. TETRA Ireland shall inform the end-user and the Agency’s authorised escalation point of this code of practice at the first point of contact on making a complaint. No further action will be taken unless the Agency’s authorised escalation point logs a formal complaint to TETRA Ireland as outlined in this code of Practice.
This Complaints Handling Code of Practice aims to provide:
A complaint can be made in writing to TETRA Ireland Communications Limited by post, phone or email as follows:
Postal Address: TETRA Ireland, Block 43a, 2nd floor, Yeats Way, Parkwest Business Park, Nangor Road, D12
Phone: 01-8142147
E-mail Address: Tetraireland.Complaints@motorolasolutions.com
Please note that all complaints logged with TETRA Ireland by Agencies authorised escalation points must reference the Agency’s account reference number which is shown on the Agency’s invoice.
Once an Agency’s authorised escalation point has made a complaint to us, our team will reply to the authorised escalation point by email to acknowledge the complaint. This email will contain the following:
TETRA Ireland shall ensure that the following information is recorded in relation to a complaint:
For legal reasons, complainant information may be held for up to 7 years.
TETRA Ireland will ensure that:
Any refunds or reimbursements due to TETRA Ireland Framework clients as part of the complaint resolution process will be discussed with the Agency’s authorised escalation point. Refunds will typically be applied to the account as a credit. The application of credits is at the discretion of the complaint handler and is judged on a case by case basis. Any credit applied will be applicable on the next or following bill.
Framework Clients can seek independent advice regarding their complaint from:
Commission for Communications Regulation
One Dockland Central, Guild Street, Dublin, D01 E4X0
Tel: 01 8049668
Registered in Dublin, Ireland. Company Number 406355;
Registered Office: C/O LAW DEBENTURE (IRELAND) LIMITED, 38/39 FITZWILLIAM SQUARE WEST, DUBLIN 2, D02 NX53
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