Part A — Complaint Handling
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.
This Code is in two parts. Part A sets out how we handle complaints. Part B is our compensation scheme, published under Section 39 of the 2023 Act and ComReg Decisions D01/24 (ComReg 24/01) and D07/25 (ComReg 25/33), and sets out how to claim compensation, and how and when it is paid.
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, in both its parts, 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
Part B — Compensation Scheme
12. SCOPE AND STATUS OF THIS SCHEME
This Part B is the compensation scheme that Telecom Stack is required to prepare and publish under Section 39 of the 2023 Act. It is published in accordance with:- ComReg Decision D01/24 (ComReg 24/01) — Switching and Number Portability, End-User Compensation; and
- ComReg Decision D07/25 (ComReg 25/33) — Missed and Delayed Service and Installation Appointments.
This scheme applies to all end-users of our electronic communications services, including business customers, and to all services listed in section 1 of this Code.
Amount of compensation: Compensation varies by service type. For the detail applicable to your service, email support@telecomstack.com.
Relationship to Part A: a claim for compensation under this Part B is a separate process from a complaint under Part A, and the two run to different timescales. Making a claim does not require you to make a complaint first. If you are dissatisfied with the outcome of a claim, you may then raise the matter as a complaint under Part A, in which case the acknowledgement and response timescales in sections 5.1 and 5.2 apply, together with your right to refer the matter to ComReg under section 8.
13. SWITCHING AND NUMBER PORTING COMPENSATION
Compensation is payable under this section where any of the following occurs:- we fail to port a number within one (1) working day of the agreed timeframe;
- following a switch of provider, you lose service for more than one (1) working day, including where your previous provider's service is ceased before ours is activated;
- we fail to activate a service on the date agreed with you;
- we fail to cease a service on receipt of a valid request from a gaining provider; or
- we fail to refund any remaining prepaid credit within the period required by law.
Compensation under this section is calculated from the first day of the failure until the day the service is activated, ported, ceased or refunded as the case may be.
14. MISSED AND DELAYED APPOINTMENT COMPENSATION
14.1 Definitions used in this section
- Time Slot: an interval of no more than five (5) consecutive hours falling within a Week Day.- Week Day: the period between 08:00 and 20:00 on any day from Monday to Sunday, excluding public holidays.
- Standard Appointment: an appointment arranged within a Time Slot on a Week Day.
- Alternative Appointment: an appointment arranged with a business customer outside a Standard Appointment Time Slot or Week Day at that customer's request.
- Missed Appointment: a Standard Appointment where our engineer, or an engineer acting on our behalf, does not attend within the agreed Time Slot on the agreed Week Day.
- Delayed Appointment: a Standard Appointment that we reschedule before the appointment takes place, where the rescheduled appointment is required on the same Week Day and is completed on that day.
14.2 When compensation is not payable
Compensation is not payable under this section where:- we gave you notice of cancellation or rescheduling on a durable medium no later than 15:00 on the day before the agreed Week Day of the appointment;
- our engineer could not gain access to the premises, or no person aged 18 or over was present to provide access, within the agreed Time Slot;
- the premises were not prepared, or the working environment presented a risk to health or safety, such that the works could not proceed;
- you cancelled or rescheduled the appointment; or
- the appointment could not proceed because of a force majeure event or other circumstances beyond our reasonable control that we could not reasonably have foreseen or prevented.
In accordance with Decision D07/25, no compensation obligation arises under this section in respect of an Alternative Appointment.
15. SERVICE INTERRUPTIONS AND OUTAGES
Where a service interruption or outage occurs that is attributable to Telecom Stack, you are entitled to a service credit calculated on the daily rate of the affected service, being the monthly subscription fee for that service divided by thirty (30), for each full day, or each period of four (4) or more consecutive hours, during which the service was unavailable.Where an interruption exceeds twenty-four (24) continuous hours, we apply the credit to your next invoice automatically and you do not need to submit a claim.
Service credits are not payable under this section where the interruption was caused by:
- scheduled maintenance of which we gave you at least forty-eight (48) hours' prior notice;
- a force majeure event or other cause outside our reasonable control, including failure of or degradation to an underlying network over which the service is delivered;
- an interruption to the mains power supply at your premises; or
- a fault in equipment owned or managed by you, or any act or omission of you or of a third party acting on your behalf.
16. HOW TO CLAIM, AND HOW COMPENSATION IS PAID
16.1 How to claim
Claims for compensation may be submitted:- by email to support@telecomstack.com; or
- in writing to Telecom Stack Limited, House Greystone, Enaghan, Geashill, Co. Offaly, R35 K683, Republic of Ireland.
Please tell us the service affected, what happened, and the date or dates concerned. Claims should be made as soon as possible and in any event within twelve (12) months of the failure.
The freephone number in section 4 is our complaints line and is not a channel for compensation claims. If you need assistance submitting a claim, the support described in section 6 (Accessibility) is available to you.
16.2 Our timescales
We acknowledge a claim on a durable medium within two (2) working days of receipt, and determine it within thirty (30) working days of receipt. Where a claim is upheld, compensation is applied within five (5) working days of that determination.16.3 How compensation is paid
Compensation is applied as a credit to your Telecom Stack account and is shown on your next invoice. Where your account is closed, or where the credit exceeds the balance owing, we pay the amount by electronic funds transfer to the account from which your payments were taken, or to such other account as you nominate in writing.Compensation is paid without deduction and is not conditional on your having made a complaint.
17. REVIEW OF THIS SCHEME
This compensation scheme is reviewed at least annually, and more frequently where required by changes in legislation or regulation. Any material change is published on this page and, where it reduces an entitlement, notified to affected customers in advance.This Code of Practice and Compensation Scheme has been prepared in accordance with ComReg Decisions D10/25 (ComReg 25/54), D01/24 (ComReg 24/01) and D07/25 (ComReg 25/33), and the Communications Regulation and Digital Hub Development Agency (Amendment) Act 2023, in particular Sections 39, 41 and 42. It is effective from August 2026.