Vonage Business Phone System Customer Complaints Code
This Code applies to our customers who have a complaint relating to our products, services or complaints handling process.
We are committed to addressing customer complaints as fairly and as quickly as possible. If you are dissatisfied with any aspect of our service, please contact us and we shall do our best to resolve the problem as quickly as possible. We operate a complaints procedure to help ensure that any complaints are dealt with to your satisfaction. If you are not able to make a complaint yourself, you can ask someone to make the complaint on your behalf.
This Code explains:
- How you can make a complaint.
- How we will handle a complaint.
- How to claim for compensation for a delay in transferring your number.
- What you can do if you are not satisfied with the way your complaint has been handled.
To help any of our customers with special needs this Code and any of our literature is available in large print, Braille or audio format. If you need help with any of your special needs, please contact our customer services by telephone on 016571040 or raise a support case at https://phonerequests.com/case/. You can also write to us at Vonage Limited, 15 Bonhill Street, London, EC2A 4DN.
How you can make a complaint
You can contact us by raising a support case at https://phonerequests.com/case/.
You can also write to us at Vonage Limited, 15 Bonhill Street, London, EC2A 4DN.
You can phone us 016571040 between 9am and 5:30 pm Monday to Friday. In the unlikely event that you are not fully satisfied with the way your complaint was handled during the call then you should put your complaint in writing to us either by email or post at the email and postal addresses set out above.
How we will handle a complaint
We are committed to handling any complaints as fairly and as quickly as possible. As soon as we become aware and no later than 2 working days of your complaint being received we give it a complaint reference number. If you are unhappy with the way in which your complaint has been handled you can ask for it to be escalated.
If you make a complaint by phone and your complaint cannot be resolved to your satisfaction immediately you will need to put your complaint in writing and send it to us either by email to firstname.lastname@example.org or by letter to Vonage Limited, 15 Bonhill Street, London, EC2A 4DN.
We will respond to an email within 5 working days.
We will respond to a letter within 7 working days.
How we record your complaint
We will keep a record of your complaint. These are the details we will record:
- your name, account number and contact details including a phone number;
- the date the complaint was raised and dates of all communication throughout the life cycle of the complaint to final closure;
- a copy of the written complaint or notes made from the voice/online communications with you relating to the complaint; and
- all communications with you including details of the response to the complaint, final resolution and any determination in respect of the complaint with associated documentation.
We will retain records regarding your complaint for a period of up to six years.
How to claim a refund
Refunds will be granted on a case by case basis and will be dependent on the details of your complaint. Please speak to our Customer Support team for more details.
If you are granted a refund this will usually be provided by way of a credit to your account.
How to claim for compensation for a delay in transferring your number
The transfer of your number and subsequent activation is subject to necessary activation processes having been completed, the network connection being ready for your use and (where you wish to port your telephone number to Vonage) your donor provider having received a request to activate the transfer of your number and agreeing a transfer date ("the Required Activation Requirements").
The date when your number will be transferred is subject to change up until all the Required Activation Requirements have been completed. Any change to the date when your number will be transferred due to the Required Activation Requirements not being completed will be notified to you and shall not constitute a delay in porting and shall not give rise to a claim for compensation.
Subject always to the Required Activation Requirements having been completed as above, if we delay the transfer of your number for more than one business day from the date we notify you of the date when your number will be transferred you may claim compensation as set out below:
Compensation is calculated by multiplying your monthly subscription payment by 12, dividing by 365 and multiplying by the number of days late.
You can make a claim for compensation by contacting us by email at email@example.com or you can write to us with your claim at Vonage Limited, 15 Bonhill Street, London, EC2A 4DN.
What you can do if you are not satisfied with the way your complaint has been handled
If your complaint has not been resolved by us to your satisfaction within a period of 10 working days we will provide you with an appropriate timeframe for resolution, details of the on-going resolution process, an email address to progress the complaint and details for contacting ComReg. You can contact ComReg free of charge to seek ComReg's assistance in resolving your complaint, including where you consider there is a dispute between us regarding your complaint. Contact details for the ComReg are as follows:
Commission for Communications Regulation ("ComReg")
ComReg is the statutory body responsible for the regulation of the electronic communications sector (telecommunications, radio communications and broadcasting transmission) and the postal sector in Ireland.
Tel: Consumer Line - 01 8049668
Address: 1 Dockland Central, Guild Street, Dublin 1, D01 E4X0
For further information see their website: www.comreg.ie
Our Code of Practice does not affect your Statutory Rights. If you are not satisfied with our response to your query, you can still seek independent advice from a number of other independent bodies listed below.
- The Competition and Consumer Protection Commission ( the "CCPC")
The CCPC is the statutory body responsible for enforcing consumer protection and competition law in Ireland.
Tel: Consumer Helpline on lo-call 1890 432 432 or 01 402 5500
Address: Bloom House, PO Box 12585, Railway Street, Dublin 1.
For further information see their website: www.ccpc.ie
- Advertising Standards Authority of Ireland (ASAI)
The ASAI is an independent self-regulatory body set up to ensure highest standards of marketing communications by commercial bodies in Ireland.
Tel: 01 6608766
Address: Ferry House, 48 Lower Mount Street, Dublin 2.
For further information see their website: www.asai.ie
- Data Protection Commissioner ("DPC")
The DPC is responsible for upholding the rights of individuals as set out in the Data Protection Acts 1988 and 2003 and enforcing the obligations upon data controllers.
Tel: Lo Call 1890 252 231
Address: Canal House, Station Road, Portarlington , Co. Laois.
For further information see their website: www.dataprotection.ie
- European Commission Online Dispute Resolution
Under EU Regulations Consumers who have a complaint about goods or services purchased on-line have a right to refer their complaint to an independent dispute resolution agency via the following link: ec.europa.eu/consumers/odr
- Small Claims Court
To contact the Small Claims Court, see your telephone directory under Courts Service for your local office or visit the following website for further information: www.courts.ie
Last updated: 1 March, 2018