Introduction
This document outlines Zefone.com's commitment to its customers and what service our customers can expect. Our goal is to deliver Service Excellence in all aspects of our business. This Code Of Practice does not diminish, in any way, customers' statutory rights. Customers may also seek independent advice from such bodies as the Director of Consumer Affairs, the Office of the Director of Telecommunications Regulation (ODTR) and the Commission for Communications Regulation (ComReg). Addresses of such bodies are provided at the end of this document.

The products and services described within this publication may be changed from time to time and are subject to availability.

Zefone.com is an Irish owned and based company and works with our clients to ensure that we deliver voice and data packages that are tailored to suit customer-specific requirements. We offer a Carrier pre-selection service allowing you to pre-select Zefone.com in place of other carriers to automatically carry your calls.

Making Contact with Zefone.com
For advice, information or help with any problem related to the services we provide, customers can contact us at our Customer Contact Centre by phone, email or by post. Queries are logged and prioritised. Where an issue cannot be dealt with immediately Zefone.com will keep customers informed of the progress being made in dealing with the query. All customers will receive the same level of service in terms of speed of response, quality of service, etc. irrespective of the means of communication.

In common with other companies taking telephoned orders, complaints or enquiries from customers, or indeed originating calls, we monitor a proportion of them to ensure that our customers are getting the standard of service they are entitled to expect. This allows us to identify employees who need further training or who are not following approved procedures. Customers should therefore be aware that calls one makes to Zefone.com or that Zefone.com make to customers, may be monitored by a Zefone.com supervisor.

By Phone
Customer Service Phone:
0818-27 27 27 (RoI - National Rate)
+353 21 485 2790 (mobile & intl.)

From 9:00 - 21:00 Mon- Fri, 12:00-17:00 Sat
A messaging service is available outside of these hours

By email
E-mail : info@zefone.com
Website : www.zefone.com

By Post
Send your letters/enquiries to:
Zefone.com Customer Service,
Ballinrea,
Carrigaline,
Co. Cork,
Ireland.

By Fax
Fax : +353 818 411000

Billing & Payment Processing
Zefone.com ensures that customer bills are clear and accurate and that payments received by the company are posted to the customers account in a timely manner. Bills state clearly the current balance and the payment options available.
Bills will be posted to customers at least 10 days before the payment Due Date.
All charges due are payable to Zefone Ltd. by Direct Debit, an acceptable Credit Card/Laser Card, or postal order/cheque. Payment is required upon receipt of your regular bill to avoid a late payment charge being applied.
Any billing queries should be directed to our accounts department at 021 4852701. If it is determined that an error has occurred an adjustment will be done to your account.
If there is any change to your billing address or account details it is the responsibility of the customer to contact our customer service centre on 0818 272727.
All billing complaints will be responded to within 5 working days. There will be no disconnection, while a genuine dispute is being resolved provided the customer has paid the undisputed portion of the account. The company has a policy of notifying customers prior to disconnection for non-payment.
All tariffs are clear, precise and publicly available.

Complaint Processing
We are committed to providing our customers with the best telecommunications service in Ireland. Despite our endeavours, things do go wrong, and when they do, we want to know so that we can put them right as quickly as possible. We have developed procedures to deal with complaints.
Our aim is to resolve the problem to our customer's complete satisfaction and our Customer Service Representatives will try to solve the problem as quickly as possible, preferably during the phone call. We will agree a course of action, indicating time scales if this is not possible.
Complaints are logged on our customer database and linked to the account of the specific customer. If a customer is not happy with the way a complaint has been handled, he/she may write, or ask to speak to a Supervisor. If the supervisor is unable to resolve the matter to the customer's satisfaction, then the complaint may be referred to Senior management. The complaint will be investigated and a course of action agreed with the customer with a view to ensuring that the problem is resolved quickly and satisfactorily. Customers will be kept informed about the progress of their complaints.
Where a complaint is concerning a payment that has not been applied to a customer's account, customers may be required to supply details of the date of payment, method (cheque, direct debt etc.) and relevant reference numbers, Bank or Post office details and amount paid. Only when confirmation of these details is received can Zefone.com proceed to process complaints of this nature. Where there is an ongoing investigation regarding a payment Zefone.com will not terminate service because of this payment.
Complaints about the conduct of any member of Zefone.com staff must be put in writing and sent to the
Customer Relations Manager at the address outlined above.
Our goal is to acknowledge all complaints within 24 hours of receipt.
At the acknowledgement stage, customers will be given the time scale within which Zefone.com expect to address and resolve their complaint.
Customers will be notified about the outcome of the investigation of their complaints.

Addresses for Independent Advice or Information.

Advertising Standards Authority for Ireland
IPC House
35/39 Shelbourne Road
Dublin 4
Tel: (01) 660 8766
Fax: (01) 660 8113
Web: www.asai.ie

Broadcasting Commission of Ireland
Marine House
Clanwilliam Place
Dublin 2
Tel: (01) 676 0966
Fax: (01) 676 0948
Web: www.bci.ie

The Commission for Communications Regulation (ComReg)
Block DEF
Abbey Court
Irish Life Centre
Lower Abbey Street
Dublin 1
Tel: 00 353 1 804 9600
LoCall: 1890 22 9600
Fax: 00 353 1 804 9680
Web: www.comreg.ie

Office of the Director of Consumer Affairs
4 Harcourt Road
Dublin 2
Locall: 1890 220 229
Fax: (01) 402 5501
Web: www.odca.ie

Regulator of Premium Rate Telecommunications Services Ltd. (Regtel)
Crescent Hall
Mount Street Crescent
Dublin 2
Tel: 1850 741 741
Fax: 1850 747 747
Web: www.regtel.ie
Email: info@regtel.ie

Small Claims Court
Contact your local District Court