TETRA Ireland’s Code of Practice for Complaint Handling

According to the Commission for Communications Regulation (‘ComReg’), Electronic Communications Complaints Handling Code of Practice – Response to Consultation and Decision, ComReg 17/62 D04/17, a complaint means: “an issue raised by an end-user to an undertaking relating to that undertakings 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.” 

The purpose of the TETRA Ireland’s Complaint Handling Code of Practice is to provide information to TETRA Ireland’s Framework Client customers on how they may register a complaint. 

TETRA Ireland provides Managed National Digital Radio Services to its “Framework Clients” customers (Agencies) under a Framework Agreement with the Department of Public Enterprise and Reform. Complaints by end-users of TETRA Ireland’s services should be communicated in the first instance with the authorised escalation point within the end-users Agency (Framework Client) who can then log the complaint with TETRA Ireland. This is to ensure appropriate security controls and contract management processes are adhered to. 

In the case where end-users contact TETRA Ireland directly to log a complaint, this will be logged and ticketed on TETRA Ireland's systems and an email will sent to the Agency’s authorised escalation point to notify them of the contact by the end-user. TETRA Ireland shall inform the end-user and the Agency’s authorised escalation point of this code of practice at the first point of contact on making a complaint. No further action will be taken unless the Agency’s authorised escalation point logs a formal complaint to TETRA Ireland as outlined in this code of Practice. 

This Complaints Handling Code of Practice aims to provide: 

• Information on how to contact TETRA Ireland 
• Information on how to make a complaint 

How to contact TETRA Ireland to make a complaint 

A complaint can be made in writing to TETRA Ireland Communications Limited by post, phone or email as follows: 

Postal Address: TETRA Ireland, Block 43a, 2nd floor, Yeats Way, Parkwest Business Park, Nangor Road, D12 

Phone: 01-8142147 

E-mail Address: Tetraireland.Complaints@motorolasolutions.com 

Please note that all complaints logged with TETRA Ireland by Agencies authorised escalation points must reference the Agency’s account reference number which is shown on the Agency’s invoice. 

Once an Agency’s authorised escalation point has made a complaint to us, our team will reply to the authorised escalation point by email to acknowledge the complaint. This email will contain the following: 

1. Confirmation that the complaint is recorded; 
2. A timeframe for resolving the complaint; 
3. The unique reference number submitted with the complaint, which will be used to identify and track the case; 
4. The next steps in the process; and 
5. A link to this Code of Practice. 

Recording the complaint

TETRA Ireland shall ensure that the following information is recorded in relation to a complaint: 

1. The complainant’s name, account number and contact details including a phone number; 
2. The date the complaint was raised and dates of all communication throughout the life cycle of the complaint to final closure; 
3. A copy of the written complaint or notes made from the voice / online communications with the complainant relating to the complaint 
4. All communications with the complainant including details of the response to the complaint, final resolution and any determination in respect of the complaint with associated documentation; 

For legal reasons, complainant information may be held for up to 7 years. 

Complaint Resolution 

TETRA Ireland will ensure that: 

1. The Complaints Acknowledgement is provided to the Agency’s authorised escalation point (including the communication of the unique identifier to be used in respect to complaints and an internet/world wide web link to their code of practice) within a maximum timeframe of 2 Working Days; 
2. The Complaints Response is provided to the Agency’s authorised escalation point within a maximum timeframe of 10 Working Days; 
3. The Proposed Complaints Resolution responds to all aspects of the complaint raised; 
4. Where a Complaint remains unresolved after 10 Working days the TETRA Ireland team will communicate to the Agency’s authorised escalation point an email address to progress the complaint in addition to any other forms of contact. 
5. The Proposed Complaints Resolution responds to all aspects of the complaint raised; 

Refunds and reimbursements

Any refunds or reimbursements due to TETRA Ireland Framework clients as part of the complaint resolution process will be discussed with the Agency’s authorised escalation point. Refunds will typically be applied to the account as a credit. The application of credits is at the discretion of the complaint handler and is judged on a case by case basis. Any credit applied will be applicable on the next or following bill. 

Useful information 

Framework Clients can seek independent advice regarding their complaint from: 

Commission for Communications Regulation 

One Dockland Central, Guild Street, Dublin, D01 E4X0

Tel: 01 8049668