Chillwifi Ltd is a local company providing broadband nationwide, based in Clonmel, Co. Tipperary. Our key priority is to deliver high-quality broadband solutions coupled with first class customer service. At Chillwifi Ltd we like to keep our customers happy.
There may be times where we do not get everything right. Should you at some point have an issue with or a query about our services, let us know. We will then work with you to resolve it to your satisfaction.
We aim to acknowledge your complaint by email within 2 working days, with a complaint reference number.
We aim to respond and agree a resolution within 10 working days from the issue of your complaint number.
We keep your complaint on record for not less than one year following its resolution.
A refund to your IBAN or credit card can take up to 30 days to process and appear in your bank.
Your first point of contact is our customer services team, whom you can reach in a number of ways.
Chillwifi LTD,
Regus, The Ormonde Centre,
Gladstone Street,
Clonmel, Co. Tipperary, E91 T3Y7
When you contact us, please give your name, address, phone and customer number, plus a description of your issue or query.
Once we have that information, our customer service team will work with you to resolve your issue or query. We aim to resolve your issue on our first attempt and in a timely manner.
If our customer services team has not managed to resolve an issue or query to your satisfaction, here is what happens next.
You can ask for your issue to be escalated within Chillwifi Ltd. A manager will review and discuss your grievance with you, by phone or email depending on your preference.
If you still feel we have not resolved the problem, or you disagree with our decision and wish to appeal it, you can register a complaint with us.
Your complaint is reviewed by our Operations Manager, who makes sure it is investigated by the most suitable person in Chillwifi Ltd and works with you to propose and agree a resolution as quickly as possible.
If you are not fully satisfied with the proposed resolution, we review the matter again and escalate it to the company director, who sets out Chillwifi Ltd’s final resolution or a timeframe for resolution.
If we have been unable to resolve your complaint within a reasonable time frame, or you remain dissatisfied with the resolution, you may refer the case to ComReg. Per ComReg’s Code of Practice, you must allow us the opportunity to resolve your issue before escalating your complaint to ComReg.
According to the Commission for Communications Regulation (“ComReg”), a complaint is defined as:
“an issue raised by an end-user to an undertaking relating to that undertaking’s product or service or its complaints handling process where the issue remains unresolved following an initial attempt by the undertaking to resolve it or where there has been no attempt by the undertaking to resolve it and the end-user expresses dissatisfaction, through one of the channels set out in the code of practice, that the issue remains unresolved.”Commission for Communications Regulation (ComReg)
You can register a formal complaint with us by email, post or phone. Our primary method of contact in relation to complaints is email unless we agree otherwise.
We aim to acknowledge your complaint by email within 2 working days. We will also issue you with a complaint reference number and a link to this complaints code of practice. You need to quote this number on subsequent contact with us regarding this specific matter.
We aim to respond to and agree a resolution with you within 10 working days from the issue of the complaint number. If the issue is of a technically complex nature it may take longer to resolve. Where this is the case, we will provide an appropriate timeframe for resolution.
Once we receive your formal written complaint we will allocate a reference number to it and keep it on record. The information we record is:
Chillwifi Ltd will keep the complaint on record for a period of not less than one year following the resolution of the complaint, as we are required to by law.
Chillwifi Ltd may find you are eligible for a refund as a result of the complaint resolution. Where this is the case, the refund will either be applied as a credit to your account, or we will send you a cheque, or, where appropriate, issue a refund to your credit card.
Get in touch and our customer services team will work with you to put it right.
Contact usPhone: 052-6154109 (Monday – Friday, 9am to 5pm)
Chillwifi LTD, Regus, The Ormonde Centre, Gladstone Street,
Clonmel, Co. Tipperary, E91 T3Y7
Regus, The Ormonde Centre, Gladstone Street,
Co. Tipperary, Clonmel, E91 T3Y7
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