A Clare member of the Oireachtas Committee on Transport and Communications has called on Eir to explain its complaints handling processes.
The telecommunications company has pleaded guilty to 12 counts of not complying with legal requirements after it was revealed a training manual instructed staff not to tell customers its complaints number or complaints webpage address.
Eir has claimed the instruction was “taken out of context” as staff are required to transfer calls to the complaints team rather than asking customers to make a second call or go online.
Tulla Fianna Fáil Senator Timmy Dooley believes the company has knowingly devised a policy whereby it’s more difficult for customers to lodge a complaint.
You can listen to the full interview below
