If you are not satisfied with the way your complaint has been dealt with, you have the right to request an internal escalation of your complaint to the next level within the Customer Services Department.

8.1 Escalation Level 1: The Customer’s first point of contact with the Customer Services Department will be the First Line Customer Services Representative who will handle your query and provide a resolution. If you are not happy with the resolution, you may request that your complaint be escalated to the Customer Services Team Leader who in turn will attempt to resolve your complaint after coordination with the appropriate technical support teams. If you are satisfied with the resolution proposed by the Customer Services Team Leader, the Customer complaint will be closed.

8.2 Escalation Level 2: If you are not satisfied with the resolution proposed by the Customer Services Team Leader, you may request that your complaint be escalated by the Customer Services Team Leader to the Incident/Resolution Desk, who will deal with your complaint. If necessary, the Incident/Resolution Desk will contact you for further details of your complaint. If you are satisfied with the resolution proposed by the Incident/Resolution Desk, the Customer complaint will be closed.

8.3 Escalation Level 3: If you are not satisfied with the resolution proposed by the Business Support Team, you may request that your complaint be escalated by the Customer Services Team Leader to the Customer Services Manager via email or letter. The Manager on shift should attend the call and if not resolved will be forwarded to the Customer Service Manager.

8.4 Governing Body: Lyca Mobile strives to satisfy every Customer and to resolve in an efficient, fair and courteous manner each Customer complaint. In however you are not satisfied by the final resolution proposed by the Customer Services Manager, then you have the right to refer your complaint to one of several governing bodies, and receive independent advice. These governing bodies are listed below:

Commission for Communications Regulation One Dockland Central Guild Street Dublin 1 Ireland D01 E4X0 Lo-Call: 1890 229668 Tel: +353 1 8049600 Fax: +353 1 8049680 Email: consumerline@comreg.ie Website: www.askcomreg.ie
National Consumer Agency 4 Harcourt Road Dublin 2 Lo-Call: 1890 432 432 Tel: 01 402 5555 Fax: 01 4025501 Email: odca@entemp.ie Website: www.consumerconnect.ie
The Advertising Standards Authority Ferry House 48 Lower Mount Street Dublin 2 Tel: +353 1 613 70 40 Fax: +353 1 613 70 43 Website: www.asai.ie
Small Claims Court A Customer may also have recourse to the Small Claims Court. The Small Claims Court may be contacted through your local District Court Office. Please note that a Customer’s statutory rights are not affected by this Code of Practice for the Handling of Customer Complaints.