“With the savings obtained from ATS sponsoring our voice traffic, we were able to invest in vital equipment required to run our facility. For example ATS enabled us to purchase a much needed pediatric cot which cost €6000”

Jane Flynn, The Children’s Sunshine Home

Code of Practice

As a premier switch-less reseller, our aim is provide all our clients with competitive call charges whilst enhancing the level of service you will receive. In the unlikely event that the level of service we provide you does not meet your expectations, it is important that we hear from you. In order for us to give you a high quality of service and also to give us the opportunity to improve certain aspects of our service, we have adopted a Code of Practice for the Handling of Consumer Complaints as laid out by the ODTR (Office of the Director of Telecommunications Regulations).

ATS CUSTOMER CARE CODE OF PRACTICE FOR COMPLAINT HANDLING 

1. How to contact us with a complaint
If you would like to register a complaint, please avail of one of the options beloW:

On-line
You can email our customer service team directly at info@ats.ie

By phone
You can contact the Customer Care team directly on 1890 201 076, 9am - 5.30 pm (Mon - Fri) where you can speak to one of our Customer Care Executives and register your complaint.

The Customer Care Executive will provide his / her own name and provide you with your unique reference number and acknowledge your complaint on the phone. Our aim is to resolve your complaint to your complete satisfaction. The Customer Care Executive will resolve your complaint as quickly as possible, preferably during your phone call. If this is not possible we will inform you of the length of time we expect it to take to investigate and resolve the complaint.

By letter
If you prefer to put the complaint in writing, you can send it to the following address:

ATS Voice Ltd
Customer Care Department
Unit 13
Dundrum Business Park
Windy Arbour
Dundrum
Dublin 14.

By fax
If you wish to send us your letter of complaint by fax, you may fax us on 01 2079579.
Make your fax out to the ATS Voice Ltd – Customer Service Department.

2. What happens once we receive your complaint?
On receipt of your Letter, Fax or e-Mail we will contact you within 2 working days to confirm receipt of your complaint and to provide you with a unique reference number under which we will log your complaint.  This reference number will allow us to trace the complaint through all stages until the matter has been resolved to your satisfaction. We will also provide you with a timeline in which we expect to resolve your complaint.

Complaint handling procedure

  • Receive complaint in one of the manners outlined above
  • Assign unique reference number on our CRM system
  • Acknowledge receipt of the complaint
  • Investigate the complaint
  • Notify customer of proposed action to resolve the complaint
  • Escalate the complaint within ATS Voice if the proposal is not satisfactory to the customer
  • Re-evaluate the proposed resolution.

3. Resolution timeframes
Below are the time frames set for the resolution of complaints for each of these categories:

  • Billing - within 5 working days of receiving the complaint every effort will be made to resolve any dispute immediately over the telephone. If it is determined that an error was made on the bill, the difference will be refunded to your account on the next bill.
  • Installation – response with 2 working days and resolution within 10 working days of receipt.
  • Service Degradation – response within two working days of receipt of complaint.
  • Repair – Response within two working days and resolution within 10 working days of receipt of complaint.
  • Miscellaneous – Response within two working days and resolution within 10 working days

If we are unable to resolve your complaint within the guidelines detailed above, we will keep you notified of progress and will consistently ensure that you are advised of the expected resolution date.
 

4. Escalation procedures
We have a dedicated team of trained Customer Care Executives in place to investigate and resolve your complaints.

If you are not satisfied with the Customer Care Executive or the way in which they handle your complaint you can ask to have the matter escalated to a supervisor or manager in the appropriate area. The supervisor or manager will provide you with a revised resolution timeframe. He / she will review and discuss the issue with you and try to reach a satisfactory resolution. If, having contacted the manager/supervisor you feel that we have still not dealt with your complaint satisfactorily, you can ask for the matter to be reviewed by the Operations Manager.

Once you are happy with the resolution of your complaint, the complaint will be closed on our complaint handling system. The details of the complaint will be held on file for at least one year. 
This escalation procedure does not affect your statutory rights and you are entitled to seek independent advise if you so wish.

5. Disconnection policy
ATS Voice Ltd requires that all bills due must be paid within 30 days from the date the bill is issued.  If you pay direct debit, we will deduct payment from your account, on or after the 26th of each month. If you do not pay your account by the due date we reserve the right to restrict your ability to make and receive calls.

Before undertaking such actions we will

  • Contact you to remind you that your bill payment is due.
  • If you have a complaint about the bill, we will log your complaint and endeavor to resolve any issues within the time frame specified.
  • If you fail to submit payment after being contacted by us, we will restrict service to your lines.
  • If after we restrict service in this way your balance remains outstanding we will write to you informing you that your contract will be terminated.
  • We will continue to follow up on outstanding balances after the final bill issues.
  • In the event that your service is discontinued, we are not obliged to restore the service.

6. Our customer service guarantee
If your are invoiced at a higher rate than you were quoted we will refund you the difference in the rates and award you with €100 call credit on your next bill. If calls have dropped back onto your Eircom bill due to the fault of ATS, we will refund you the difference between their rates and ours and award you with €100 call credit on your next bill.
 
7. Useful addresses and telephone numbers
You can seek independent advice on your complaint from any of the following:

ComReg
Abbey Court, Irish Life Center, Lower Abbey Street, Dublin 1
Tel: 1890 229 668 or Fax: 01 804 9680
E-mail: consumerline@comreg.ie

Office of the Director of Consumer Affairs (ODCA)
4 Harcourt Road, Dublin 2, Ireland, Dublin 1
Tel: 01 402 5500 or Fax: 01 402 5501
Website: www.odca.ie

Advertising Standards Authority
IPC House, 35/39 Shelbourne Road, Dublin 4
Tel: 01 6608766 or Fax: 01 6608113
E-mail: info@asai.ie

Regtel
Crescent Hall, Mount Street Crescent, Dublin 2
Tel: 1850 741 741 or Fax: 1850 741 747
E-mail: info@regtel.ie

Small Claims Courts
Information is available from your local District Court Offices.