Code of Practice

STEM Connect Complaint Code of Practice

Overview of Our Complaint Handling Approach

At STEM Connect, providing outstanding customer service is our highest priority. If we fall short of your expectations, please reach out to our team. We are committed to resolving your concerns efficiently and to your satisfaction. This Code of Practice applies to all services offered by STEM Connect.

Definition of a Complaint

According to the Commission for Communications Regulation (ComReg), a complaint is:

An issue raised by an end-user about a service provider’s product, service, or complaint handling process, which remains unresolved after an initial resolution attempt or has not been addressed, leading the end-user to express dissatisfaction through the channels specified in the Code of Practice.

What Should You Do?

Start by Contacting Us

If you have questions or concerns about our products or services, your first step is to get in touch with our team. Our team is trained to resolve your queries quickly and effectively. You can contact us via:

If the Issue Persists

If your concern has not been resolved to your satisfaction, you have the option to file a formal complaint.

Submitting a Complaint

Get in Touch:

  • Phone: 01 296 4420
  • Post: 76 Landscape Road, Churchtown, Dublin 14

When submitting a complaint, please include your account number, address, phone number, and email address to enable us to respond promptly.

Tracking Your Complaint

After receiving your complaint, we will:

  • Confirm that your complaint has been received.
  • Outline a timeframe for resolution.
  • Provide a unique reference number to track your case. Use this number in all future communications regarding your complaint.

Resolving Complaints

We strive to resolve complaints as quickly as possible. Most issues can be resolved over the phone, but if you prefer a written response, we are happy to accommodate this. Our process includes:

  • Acknowledging your complaint within two working days.
  • Resolving the issue within 10 working days.

If resolving the matter within this timeframe is not possible, we will discuss alternative solutions with you. If your complaint remains unresolved after ten working days, you can contact ComReg at [email protected].

Escalation Process

If you feel your complaint has not been handled to your satisfaction:

  • Request that your issue be escalated to a team manager. A manager may be available immediately or will follow up at a convenient time.
  • Provide your preferred contact details for daytime and evening communication.

Should your concerns persist after speaking with a manager, you can escalate the matter further to a Senior Manager. They will review your complaint thoroughly and take appropriate steps to resolve the issue. Feedback from these interactions helps us improve our processes.

Refund Requests

If your complaint involves a refund, it will be assessed during the resolution process. Refunds may be issued as a credit to your account or as a cheque, depending on the circumstances.

Our team will guide you through this process to determine eligibility for a refund.