1. INTRODUCTION
Telecom Stack Limited ("Telecom Stack", "we", "us", "our") is committed to delivering high-quality telecommunications services and to resolving any complaints you may have in a fair, transparent, and timely manner.This Code of Practice for Complaint Handling (the "Code") sets out how we handle complaints from our customers ("end-users") in accordance with the minimum requirements prescribed by the Commission for Communications Regulation ("ComReg") under Decision D10/25 (ComReg 25/54) and the Communications Regulation and Digital Hub Development Agency (Amendment) Act 2023 (the "2023 Act"), in particular Sections 41 and 42 thereof.
This Code applies to all electronic communications services provided by Telecom Stack, including Cloud PBX, VoIP, Softphone, Microsoft Teams Direct Routing, Broadband, Mobile, Omni-Channel Communications, Hardware, Workforce Management, Analytics, and Support services.
Effective Date: August 2026
2. DEFINITIONS
- Complaint: An expression of dissatisfaction made by an end-user to Telecom Stack relating to our services, products, or the complaint handling process itself, where a response or resolution is explicitly or implicitly expected.- Deemed Complaint: Where an end-user contacts Telecom Stack about an issue with our services and that issue remains unresolved after two (2) working days from the date on which the issue was first raised, the matter shall be treated as a complaint for the purposes of this Code.
- Complaint Acknowledgement: A written communication issued to the complainant on a durable medium within two (2) working days of the complaint being made, confirming receipt and providing key information about the complaint handling process.
- Complaint Response: A written communication issued to the complainant on a durable medium within ten (10) working days of the complaint being made, setting out the status of the complaint, any proposed resolution, and the complainant's right to refer the matter to ComReg.
- Proposed Complaint Resolution: A resolution proposed by Telecom Stack to address the complaint or aspects thereof.
- Durable Medium: Any instrument that enables the end-user to store information addressed personally to them in a way accessible for future reference, for a period adequate for the purposes of the information, and which allows the unchanged reproduction of the information stored. This includes email, letter, or downloadable electronic document.
- Working Day: Any day other than a Saturday, Sunday, or public holiday in Ireland.
- End-User: A customer or user of Telecom Stack's electronic communications services.
3. OUR COMMITMENT
Telecom Stack is committed to handling all complaints in a manner that is:- Accessible — our complaint channels are easy to find and use.
- Fair — every complaint is considered on its merits without bias.
- Prompt — we respond within the timescales set out in this Code.
- Transparent — we keep you informed at every stage.
- Inexpensive — making a complaint will not cost you more than a basic-rate call, and at least one of our complaint channels is freephone.
- Non-discriminatory — all complaints are treated equally regardless of the nature of the complaint or the characteristics of the complainant.
4. HOW TO MAKE A COMPLAINT
You can make a complaint to Telecom Stack through any of the following channels:4.1 Freephone
Call us free of charge on 1800 660 011 (Ireland) during business hours (Monday to Friday, 09:00 – 17:00). You will receive a written Complaint Acknowledgement on a durable medium following your call.4.2 Email (Electronic Channel)
Send your complaint by email to complaints@telecomstack.com. Email provides a durable medium and is available 24 hours a day, 7 days a week. We will acknowledge complaints received outside business hours on the next working day.4.3 Post
Write to us at: Telecom Stack Limited, House Greystone, Enaghan, Geashill, Co. Offaly, R35 K683, Republic of Ireland.4.4 Online Form
Submit a complaint through our online form at www.telecomstack.com/complaints. This channel provides a downloadable copy of your submission for your records.Important: If you contact us about an issue through any customer service channel (e.g. general support line, live chat) that is not one of the complaint handling channels listed above, we will either handle your matter as a complaint or transfer/redirect you to the appropriate complaint handling channel.
5. WHAT HAPPENS WHEN YOU MAKE A COMPLAINT
5.1 Complaint Acknowledgement (Within 2 Working Days)
When we receive your complaint, we will issue a Complaint Acknowledgement on a durable medium within two (2) working days. This will include:- A unique complaint reference number.
- The date your complaint was made.
- A summary of your complaint as understood by us.
- The name or title of the person or team handling your complaint.
- The steps in our complaint handling process.
- The expected date by which we will provide a Complaint Response (within 10 working days).
- Our contact details for follow-up queries about your complaint.
- A link to this Code of Practice.
- Information about your right to refer a dispute to ComReg (see Section 8).
5.2 Complaint Response (Within 10 Working Days)
Within ten (10) working days of the date your complaint was made, we will issue a Complaint Response on a durable medium. This will include:- A list of the aspects of your complaint that we have considered.
- For resolved aspects: confirmation of the resolution applied.
- For unresolved aspects: our Proposed Complaint Resolution and the date(s) by which we expect to resolve the outstanding matters.
- Where we are unable to take further action: a clear statement to that effect and the reasons why.
- Information about your right to refer the matter to ComReg as a dispute.
If we cannot resolve your complaint within 10 working days, your Complaint Response will also include an explanation of why, details of the steps we have taken and are taking to investigate and resolve the matter, and a revised date by which we will propose a resolution.
5.3 Proposed Complaint Resolution
Where we propose a resolution to your complaint, we will set this out clearly in writing. If you are satisfied with the proposed resolution, the complaint will be closed. If you are not satisfied, you may tell us, and we will review the matter further. You also retain the right to refer the dispute to ComReg at any time after the timelines set out in Section 8 have been met.5.4 Deemed Complaints
If you raise an issue with us about our services and that issue remains unresolved after two (2) working days, it will automatically be treated as a complaint under this Code. At that point, we will issue a Complaint Acknowledgement and follow the full process described above.6. ACCESSIBILITY
Telecom Stack is committed to ensuring that our complaint handling process is accessible to all end-users. We will:- Provide assistance to end-users with disabilities or accessibility requirements in making and progressing a complaint.
- Support vulnerable end-users who may need additional help navigating the complaint process.
- Make reasonable efforts to assist end-users from non-English speaking backgrounds who wish to make a complaint.
- Provide this Code of Practice in alternative formats upon request, where reasonably practicable.
7. RECORD KEEPING
In accordance with Section 42(2)(g) of the 2023 Act, Telecom Stack retains all records relating to a complaint for a period of not less than thirteen (13) months from the date the complaint is finally closed.Records include, but are not limited to, copies of all written communications, notes of telephone conversations, call recordings where applicable, and any documentation considered in the course of investigating and determining the complaint.
You may request access to records relating to your complaint at any time during the retention period by contacting us using the details in Section 4.
8. YOUR RIGHT TO REFER A DISPUTE TO COMREG
Under Section 47 of the 2023 Act, you have the right to refer a dispute with Telecom Stack to ComReg for resolution in either of the following circumstances:- A period of at least ten (10) days has elapsed since you made the complaint to us; or
- You are dissatisfied with the complaint resolution undertaken or proposed by us, or the dispute has not been resolved.
You can refer a dispute to ComReg through the following channels:
- Online: https://www.comreg.ie
- Phone: 01 804 9668 (local rate).
- Email: consumerline@comreg.ie
- Post: Commission for Communications Regulation, One Dockland Central, Guild Street, Dublin 1, D01 E4X0.
Please note that you must first have made your complaint to Telecom Stack in accordance with this Code before referring it to ComReg.
9. REPORTING
Telecom Stack provides standardised bi-annual complaint reports to ComReg in the prescribed format, covering complaint volumes, categories, resolution times, and outcomes. Summary complaint performance data is published on our website on a bi-annual basis.10. REVIEW AND UPDATES
This Code of Practice is reviewed at least annually, or more frequently where required by changes in legislation, regulation, or our business operations. Any material changes to this Code will be communicated to our customers and published on our website.The current version of this Code is always available at www.telecomstack.com/code_of_practice.html.
11. CONTACT US
If you have any questions about this Code of Practice or wish to make a complaint, please contact:Telecom Stack Limited
House Greystone, Enaghan, Geashill, Co. Offaly, R35 K683, Republic of Ireland.
Complaints Email: complaints@telecomstack.com
Complaints Freephone Ireland: 1800 660 011
General Enquiries: +353 (0) 1 544 3740
Website: www.telecomstack.com
This Code of Practice has been prepared in accordance with ComReg Decision D10/25 (ComReg 25/54) and the Communications Regulation and Digital Hub Development Agency (Amendment) Act 2023. It is effective from August 2026.