General Queries and Complaints
You can access our customer service through phone to 1890 929 008, livechat, email and letter to Sandyford (Head Office), Unit 6 Sandyford Biz Centre, Blackthorn Road
Dublin 18. You can also choose to nominate an account contact to be set up on your account who is authorised to deal with any queries on the account If you want to make a formal complaint you can do this by following our Code of Practice which you can see here.
You can choose to have your invoice delivered by post or email. If you have a visual impairment you can hear your account balance or pay a bill through our automated service by calling 1890 929 395. Our customer service team on 1800 938 008 are happy to read out invoices, take payments, set up Direct Debits and help with any queries over the phone or alternatively they can set your account up to receive a Braille bill by post.
Then just dial 196, when you hear the recorded announcement press 0 and ask for the Special Enquiry Service. The operator will ask you for your PIN number, your name, and the name and address of the person/company whose number you require.
All handsets that we provide have a raised dot on the number 5 to help people with restricted vision locate the centre of the keypad easily, have an illuminated display making it easier to see the numbers dialled and a hands free feature to allow you talk without having to hold the handset at your ear. You can also pre-programme the numbers that you use most often and call the last number dialled without having to re-enter the number making it easier to use for customers with limited dexterity or mobility For customers with hearing aids or cochlear implants, if you order a telephone handset from us and it does not meet your specific hearing needs, you should return it to us in original condition along with a certificate of disability and we will issue you a full refund.
From time to time Imagine may change your pricing and / or terms and conditions of service. We’ll always write to you, giving one month notice before any change and you can choose to cancel your service without penalty in this period. If you use the service after this date, the new pricing and terms and conditions will apply.
Comreg and the National Disability Authority established the Disability Forum in 2007. They have published a consumer guide which informs people with disabilities and older people about various phone features, billing and costs information and phone services. The guide is available in regular print, large print, braille, audio and easy to read and is accessible here: http://www.comreg.ie/consumer_initiatives/disabilities_forum.592.570.html
The National Disability Authority http://nda.ie/
The Disability Federation of Ireland http://www.disability-federation.ie/
The Not for Profit Business Association http://www.notforprofit.ie/
Inclusion Ireland http://www.inclusionireland.ie/
Mental Health Reform https://www.mentalhealthreform.ie/
The Federation of Voluntary Bodies http://www.fedvol.ie/
Commission for Communications Regulation (Comreg) http://www.comreg.ie/