At Net1 Broadband, we are passionate about customer service.

Our top priority is always customer satisfaction. If you feel that we haven’t lived up to your expectation, then we want to know about it. We will work with you to put things right and we will always try to use your feedback to improve things where we can.

We are committed to addressing all complaints fully and fairly and in a reasonable timeframe.

Customer advocacy and complaint escalation

If you have a query then our customer service teams are the best positioned to help you. You can contact them through any preferred channel here.

However, if you believe your query has not been resolved to your satisfaction, please ask to be referred to a manager or team leader. A Net1 Broadband team leader/manager may be available to speak to you immediately or you can request a call back within 24 hours. (Please indicate a time that suits you.)

If, after speaking to one of our team, you still feel that we have not dealt with your complaint appropriately or you wish to appeal a decision, please ask for a complaints reference number.

You can then use this reference number to submit a complaints/appeal form on the link below. This will be reviewed by our team who will then contact you.

Please note that all complaints requiring compensation, whether a reimbursement or a settlement payment, are made on an individual per case basis and applied as usage credit on a customer’s invoice.

Process for online purchase disputes

Net1 Broadband will always endeavour to resolve your complaint to your full satisfaction through our Customer Service channels. However, in the instance of complaints which only relate to an online purchase, which you have attempted to resolve via our Customer Service channels and still have not achieved an adequate resolution to your complaint, you may access the EU Online Dispute Resolution Platform.

This platform facilitates the online resolution of contractual disputes between EU consumers and traders over purchases made online.

• You can access the platform at this link here
• A consumer can then complete the online complaint form and submit it. The relevant Net1 Broadband email address for this is accounts@net1.ie
• Following this, an Irish Alternative Dispute Resolution entity will be designated to manage the resolution of the complaint between Net1 Broadband and you, the consumer.

Disconnection policy

Please refer to our Terms and Conditions for details. Click here to view.