Are agents on phone and web chat trained in Eirs code of practice for complaints?

paddy19 · 11-03-2019 09:44PM #1

There appears to be a lack of familiarity with the complaint escalation process among Eir customer care staff.

Can you confirm that all customer care staff are trained in the code of practice for complaints?

eir: Grainne · 12-03-2019 11:26AM

paddy19 wrote: »

There appears to be a lack of familiarity with the complaint escalation process among Eir customer care staff.

Can you confirm that all customer care staff are trained in the code of practice for complaints?

Hi paddy19,

Yes, I can confirm that all staff are trained in the code of practice for complaints.

Thanks,
Grainne

wmpdd3 · 12-03-2019 01:28PM

I spoke to 3 agents who were not aware of this and I had to read the customer charter to them.

I emailed through the complaints form Wednesday the 6th and received a call on Friday the 8th - no knowledge of Eirs complaint procedure.

I called at 9:10 am on Thursday the 7th and Friday at 9:30 on Friday the 8th.

Each time I have promised a call or email form a supervisor who could issue a formal complaints number, none materialised.

Easy to manage complaints when you refuse to take them.

paddy19 · 12-03-2019 02:06PM

"Easy to manage complaints when you refuse to take them."

ComReg will in fairness, follow up on complaints after 10 days even if you did not get a complaint number,
when emailed at consumerline@comreg.ie

paddy19 · 12-03-2019 02:09PM

"Yes, I can confirm that all staff are trained in the code of practice for complaints. "

Hi Grainne,

Thanks for the reply.

I think there is sample evidence that this training is not effective.

What action is Eir taking to remedy this non compliance with the code of practice?

Are agents on phone and web chat trained in Eirs code of practice for complaints?

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