Complaints Procedure

Magnet Networks Limited's ("Magnet") Code of Practice for handling consumer complaints

1. Scope

This Code of Practice should be read together with the Magnet Terms and Conditions of Service which is available at www.magnet.ie. In the event of a conflict between the Terms and Conditions of Service and this document the Terms and Conditions of Service shall prevail.

1.1. This Code of Practice applies to all verbal and written complaints received by Magnet in respect of communications services utilised by our customers "you".

1.2. Your statutory rights are not affected by this Code of Practice.

1.3. Complaints may be lodged arising from any Magnet service that you utilise, including installation, billing, full or partial loss of service, repair or Magnet's customer guarantee scheme.

2. Complaint lodging and acknowledgement

2.1. A complaint can be lodged by any of the following means:

• Telephone on 1890 809 000 between the hours of 09:00 and 21:00 Monday to Friday and 10:00 to 16:00 on Saturdays, Sundays and Bank Holidays.
• letter addressed to Complaints Manager, Magnet Network's Limited, International Exchange Center , Clonshaugh Business and Technology Park Dublin 17 ;
• email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it ;

2.2. You must inform us clearly of the background and nature of your complaint and any redress sought by you.

2.3. All complaints lodged will be acknowledged by Magnet within five working days either by telephone, in writing or by e-mail. Such acknowledgement will state:

• the timescale within which the specific category of complaint will be addressed and normally resolved (see section 3 below); and
• a unique reference number of the complaint (which must be referenced in all subsequent correspondence relating to such complaint); and
• a contact name of the person at Magnet who will be handling the complaint.

3. Complaint handing and resolution

3.1. Following receipt and acknowledgement of all complaints, the following procedure will be followed by Magnet in responding to complaints:

• investigation of the complaint,
• notification of the resolution,
• internal escalation (if necessary) and
• final response.

3.2. Magnet shall endeavour to investigate and respond to your bona fide dispute as soon as reasonably practicable and within the time frames set out below:

3.3. If your complaint is not resolved within the above timeframes or you are not happy with the progress of your complaint, you may request that the complaint be escalated within the Magnet organization to the appropriate supervisor or manager. In the event of an escalation, the Magnet employee assigned shall use reasonable endeavours to seek to resolve the dispute within a reasonable time. Magnet may also escalate such complaint internally without having received a request from you if it thinks escalation is necessary.

3.4. It may not be possible to resolve all complaints within the stated timeframes, however, in such cases Magnet will keep you informed of the timeframe (or any revised timeframe) within which it expects your complaint to be resolved.

4. Customer Guarantee Scheme

4.1. In the event that Magnet is unable to provide you with service for any period greater than 24 hours, and  Magnet confirms the reason it cannot provide service is under Magnet’s control, you will be entitled to a credit on your account equivalent to the cost to you of the element of service affected by the outage.

4.2. Magnet is not responsible for lack of service due to the following reasons; Force Majeure, damage to Magnet equipment on the customer premises or misuse of the service or equipment by the customer.

4.3. Credit can be requested by contacting the customer services team on 1890 80 90 00 or emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it and outlining the nature of the disruption to service.

5. Disconnection Policy

5.1. Your service will not be disconnected while a bona fide dispute is ongoing provided that you have paid Magnet the undisputed portion of your account.

5.2. All other disconnection and termination provisions are set out in Magnet's Terms and Conditions.

6. Independent advice

6.1. You have the right to seek independent advice at any time, including, but not limited to the following:

• Commission for Communications Regulation (ComReg), Irish Life Centre, Lr Abbey Street , Dublin 1;
• Small claims court: To contact the small claims court, see your local telephone directory under court services;
• Office of the Director of Consumer Affairs: 4 Harcourt Road , Dublin 2;
• Advertising Standards Authority for Ireland (ASAI): IPC House, Shelbourne Road Dublin 4; and
• Regulator of Premium Rate Telecommunication Services (RegTel), Crescent Hall, Upper Mount Street , Dublin 2.

7. Record of complaint and file retention

7.1. Magnet will retain records relating to your complaint(s) for at least 1 year following its resolution.

7.2. Your complaint will be recorded by Magnet in a central database and may include details of the complaint such as the assigned reference number, the date of the complaint, a brief description of the complaint, the category of the complaint, your details, including your account number, any action planned and/or carried out by Magnet to resolve the complaint and details of any communications with you or any person acting on your behalf. These records may also include details of any previous complaints made by you.

Please note that Magnet Networks working days are Monday to Friday from 9am to 5pm excluding bank holidays.