Complaints Code of Practice

If you have any issue with your Lightnet broadband product or service, you should first contact the relevant department, and a member of the team will endeavour to solve your issue as soon as possible. You can contact our Technical Support, Sales or Accounts team by calling 091395804. Alternatively, you email your issue to:

How do I make a complaint?

If you are unsatisfied with the resolution to your issue you can lodge a complaint with Customer Support.
You can do this in a number of ways:

  1. Call 091395804
  2. By sending an email to complaints@lightnet.ie
  3. By posting a letter to the following address:

Lighthouse Networks Ltd,
Eastpoint Business Park,
Loughrea,
Galway,
H62 YE28

In order to deal with your complaint effectively, we will need you to provide the following information:

  • Your Name
  • The Name on the Lightnet Broadband Account and the account number
  • Your Contact Details including, where possible, a phone number
  • Confirmation that you are the account holder
  • The category/classification of the issue (e.g. service outage, technical query, billing issue), a detailed overview of your experience and the reason for your complaint
  • Specific Details of your expectation as to how we can resolve the complaint.

What happens next?

Once Customer Support receive your complaint, you will receive an acknowledgement email including your unique complaint reference number within 2 working days. We would ask that you use this unique reference number in all communications as it allows us to record and file all the information you provide along with all subsequent communication between us in respect of your complaint on our internal system.

What is the timeline for resolving my complaint?

Customer Support is committed to resolving all complaints we receive. We aim to respond to and/or agree a resolution with you within 10 working days.  Please note that if the issue is of a complex nature, it may take longer to investigate and resolve. Where this is the case, we will provide you with a revised timeframe for resolution.

What if I am not happy with the outcome of my complaint?

Customer Support works hard to resolve any complaint as efficiently and effectively as possible. However, if, for any reason you are not fully satisfied with the resolution and you think further action is needed, you can ask for the matter to be escalated to a member of our management team by email to complaints@lightnet.ie. We would ask that you include the following information in your escalation request:

  • Unique Complaint Reference number
  • The reason you would like to escalate your complaint to management including why you are unhappy with the resolution provided for your complaint

Upon receipt of your escalation request, a member of our management team will complete a full review of the original complaint and subsequent investigation. The manager will make a decision and will communicate this to you within 5 working days of the escalation. It is important to note that the managers decision is final.

If you remain dissatisfied with the resolution, you may refer the case to ComReg, the statutory body responsible for the regulation of the electronic communications sector (telecommunications, radio communications and broadcasting transmission) and the postal sector in Ireland. It is important to note that, per ComReg’s Code of Practice, you must allow us the opportunity to resolve your issue before escalating your complaint to ComReg.

Credit / Refunds

Once the investigation of your complaint is complete, you may be eligible for a refund. The refund will typically be applied as a credit on your account. Where we apply a credit to your account it will show up in your next invoice provided the refund is agreed before the invoice run.

In certain circumstances we may issue a refund via bank transfer. This does not apply to the application of credit for downtime or where credit is applied as a gesture of goodwill.

Your Rights

Should you wish to receive independent advice about your complaint the following independent bodies are available to assist you:

ComReg – Commission for Communications Regulation
One Dockland Central
Guild Street, Dublin 1
D01 E4X0
Tel: 018049668
E-mail: consumerline@comreg.ie

Advertising Standards Authority
7 Herbert Street, Dublin 2
D02 K838
Tel: 01 6137040
E-mail: info@asai.ie