This is where you’ll find information about your terms & conditions, pricing, how we protect your privacy, what you can and can’t do with superfast broadband from Imagine, and how we handle customer accounts.
This Accessibility Policy was last updated February 2026.
At Imagine, we want all our customers to be able to access and enjoy our services. We understand that some people may need additional supports or accommodations, and we work continuously to make our digital platforms and customer facing services easier to use for everyone. This accessibility statement explains how we support customers in choosing and managing their service in a way that works for them.
We are committed to providing reasonable accommodations for customers with disabilities. If you need any adjustments when managing your account or accessing our services, please reach out and we will do our best to support you.
Our websites use a consistent font across all pages. If you need larger text, you can adjust this through your device’s settings:[AS2.1]
Most operating systems provide additional options to help you customise the visual experience,
including:
For customers with limited mobility or anyone who prefers hands free computing, built in voice
recognition tools allow you to:
For detailed information about the accessibility features available on your device, you can visit:
Phone listings are available free of charge to all at www.eirphonebook.ie. If you have a vision impairment you can register to avail of a free directory enquiry service. You can contact 1800 574 574 to obtain a registration form. As part of the registration, you will need to provide certified confirmation that you are eligible to register for the 196 service Once you are registered you will be allocated a special PIN number which you then provide to the 196 operator each time you make a directory enquiry.
The 112 SMS service allows a person that is deaf or hard of hearing to send an SMS text message to the Emergency Call Answering Service (ECAS) which will be relayed to An Garda Síochána, the Ambulance service, the Fire service, or the Irish Coastguard.
You must REGISTER for the service, and you can find out how it works on www.112.ie.
Customers with disabilities can contact us through multiple accessible channels, including
phone, email, livechat and letter. Our customer care teams are trained to support customers with accessibility requirements. 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.
Invoices are issued electronically by default. If you need your bill in an alternative format, we can provide it on request. Accessible formats are available, and any charges for printed copies will only apply where permitted. 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 938 100 are happy to read out invoices, take payments, set up direct debits and help with any queries over the phone. They can also arrange for your bill to be provided in Braille by post.
Imagine is committed to ensuring that customers receive excellent customer service when contacting us. If however, you want to make a formal complaint you can do this by following our Code of Practice.
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.
Should you need further information that is not available on our website we have several ways in which you can contact us as above.
Should you wish to register any accessibility requirements, please do so by contacting us.
We review our accessibility commitments regularly as part of our continuous improvement process. This statement was last updated in February 2026.
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