Legal
General Disclaimer
While every effort has been made to ensure the accuracy of the content appearing on this website BT and their contractors cannot accept responsibility for any errors or omissions appearing in such content.
Furthermore, neither BT or any third party who may provide content to this website shall be responsible for and makes no representations nor shall they be liable in respect of the content or its accuracy. You, the User, are accessing the site and use any of the content, products and services at your own risk.
Furthermore, BT disclaims all responsibility and liability of any description including liability for negligence, incidental or consequential damages and or loss (to include loss of profits, loss of use or loss of data) suffered by any person acting or refraining from acting as a result of or in connection with material on this website to include any reliance placed by such person on such material, or the viewing , use or performance of this website or its contents, whether with the required authority or otherwise.
BT reserves the right to revise, amend, alter or delete the information provided herein at any time, but shall not be responsible for or liable in respect of any such revisions, amendments, alterations or deletions.
This website shall be governed, interpreted and construed in accordance with the law for the time being in force in the Republic of Ireland, whose courts shall have exclusive jurisdiction over any disputes or actions arising on this website.
ComReg Code for Tariff Presentation
In presenting tariff information BT is required to adhere to the principles set out in the ComReg Code for Tariff Presentation. This Code requires the presentation of accurate and comprehensive tariff information that is accessible to the consumer. BT complies with the Code, a full copy of which can be accessed on the ComReg website.
BT Communications Ireland Limited, a limited liability company, company registration number 141524 with registered offices at Grand Canal Plaza, Upper Grand Canal Street, Dublin 4, Ireland.
BT Privacy Policy
www.btireland.ie
February 2009
Who is BT?
BT Communications Ireland Limited ('BT') is a wholly owned subsidiary of BT Group plc, and a fully integrated division of BT Global Services.
When we refer in this policy to 'our website' we are referring to BT in Ireland and our portal website http://www.btireland.ie BT Communications Ireland Limited, trading as BT or BT Ireland, is registered in Ireland under number company registration number 141524 and its registered address is BT, Grand Canal Plaza, Upper Grand Canal Street, Dublin 4, Republic of Ireland.
Tel: +353 1 432 5000
Fax: +353 1 432 5800
Freephone: 1800 923 222
Why does BT have a Privacy Policy?
We have developed this policy because we want you to feel confident about the privacy and security of your personal information. BT is registered with the Office of the Data Protection Commissioner and takes all reasonable care to prevent any unauthorized access to your personal information. When we refer to 'personal information' in this Privacy Policy, we mean information that identifies you as an individual, or is capable of doing so.
Please read this Privacy Policy carefully.
If you are visiting our website or using our services, by continuing to browse our website you indicate your agreement to our use of your personal information as set out in this Privacy Policy.
What does this Privacy Policy cover?
This privacy policy only applies to BT's website, www.btireland.ie and services. Users should be aware that if you move onto a different site from www.btireland.ie that site is not within BT's control. For example, if you 'click' on a banner advertisement the 'click' may take you off the BT site. This includes links from advertisers, channel sponsors and partners that may use BT's logo as part of a co-branding arrangement. These other sites may send their own cookies to users to collect data or solicit information.
Please be aware that when information is given out online, for example on a message board or chat, these details can be collected and used by people you do not know. While BT strives to protect our users/customers' privacy, we cannot guarantee the security of any information which you disclose online, and you will be doing so at your own risk.
What personal information does BT obtain about me, and when?
If you participate in the interactive features of our website (e.g. contests, promotions or services that require registration or subscription, such as chat or email, we may ask you for information such as your name, address, contact telephone numbers and email address. BT requires this information for fulfilling prizes/competition obligations as well as complying with any necessary laws or regulations. When this information is required, we will give you the option to supply us with your details.
If you only browse our website, we may keep a record of your use to help make your visit to our website more satisfying. (Please see 'When does BT use cookies' below for more information on how we do this).
We may receive personal information about you from third parties. Except in the cases where we are merely processing such information for them, we rely on third parties to obtain your consent for us to use this information.
For what purposes does BT use personal information about me?
BT may use your personal information to:
1. Communicate with you about your access to or use of our service
2. Let you know (by post, telephone, SMS or e-mail) about any changes to our services or our website
3. Contact you to ask whether you would like to join in one of our research groups to help us improve our service to you
4. Improve our understanding of the type of customers we are attracting to our services and how they use our services
5. Subject to your agreement, provide you information about BT and/or third party products and services.
6. Manage our network
7. Carry out research and analysis
8. Subject always to all applicable laws, prevent and detect criminal activity, fraud and misuse of, or damage to, our network, and take action against those responsible.
If you enter one of our competitions or promotions, we use the personal information you provide to manage the competition or promotion you have entered.
Does BT disclose information about me to anyone else?
We sometimes use other companies to provide some of our services or to provide services to us. To enable them to do this, we may need to let them process your personal information. When we do so, these companies are obliged to act in accordance with the instructions we give them and the Data Protection Acts, 1988 and 2003 (as amended from time to time) (or equivalent legislation/requirements if located in a different jurisdiction) (the 'Act'), and may only act on behalf of BT. In addition, they are required to meet the requirements in the Act to keep the information secure.
Subject always to compliance with all applicable laws, we may provide information, in response to properly made requests, for the purpose of the prevention and detection of crime, and the apprehension or prosecution of offenders. We may also provide information for the purpose of safeguarding national security. In either case we do so in accordance with the Act and other applicable legislation.
We also provide information when required to do so by law, for example under a Court Order, or in response to properly made demands under powers contained in legislation.
If there is a change (or prospective change) in the ownership of BT or any of its assets, we may disclose personal information to the new (or prospective) owner. If we do so, we will require them to keep it confidential.
For how long does BT keep personal information?
The time period for which we retain information varies according to the use of that information. In some cases there are legal requirements to keep data for a minimum period. Unless specific legal requirements dictate otherwise, BT will retain information no longer than is necessary for the purposes for which the data were collected or for which they are further processed.
How does BT protect data about me when it is transferred out of Europe?
Countries in the European Economic Area (EEA) are required to have a similar standard of protection of personal data. This is not always the case outside that area. We do sometimes transfer data outside the EEA and before doing so take steps to ensure that there is adequate protection, as required by the Act.
What other information does BT collect?
If we have information about your use of our services (such as the amount of time you spend on-line), we will mainly use this information to manage our network and for billing. However, we may also use this information for marketing BT's services. We do not disclose this information to anyone other than to our agents who process it on our behalf. Your decision on whether you want to receive details of other BT products and services made when you register for or order a service also applies to this information. Consequently, if you do not wish us to use this information for marketing purposes but during registration elected to receive details on other BT products and services, you should indicate an opt-out preference on signing up or by subsequently contacting BT.
When does BT use 'cookies'?
We use "cookies" to collect anonymous information from visitors to our website. A 'cookie' is a piece of information, like a tag, which some websites create against your PC (or personal computer). Our cookie stores some basic information which helps us to identify if you have visited the site before. We may also use it to help us improve our website and the services we make available. However, as the cookie is based on your PC, we will not find it if you visit http://www.btireland.ie from a different PC to the one from which you registered.
BT uses cookies subject to the following assurances:
1. No information regarding your telephone number, account or payment details is included in the cookie or can be accessed using it.
2. They do not collect any information regarding the use of your PC or Internet browsing in any way.
If you do not want a cookie to be created on your PC, web browsers such as Netscape and Internet Explorer provide the option to disable them. Please bear in mind that some personalized services on http://www.btireland.ie may not be available if you choose to disable cookies
How can I find out what personal information BT holds about me and change it if inaccurate?
If you are a BT customer and you want to know what personal information BT holds about you, you can obtain it by making your specific request in writing to the following address, enclosing a cheque for the administration fee of €6.35 made payable to BT.
The Data Protection Manager,
BT,
Grand Canal Plaza,
Upper Grand Canal Street,
Dublin 4.
We will confirm your request within 21 days of receipt, and process your request within 40 days of receipt. If the information we hold about you is inaccurate, please let us know and we will make the necessary amendments and confirm that these have been made within 40 days of receipt of your request.
How can I manage BT's contact with me for marketing purposes?
If you would no longer like to receive email, written or SMS communication from BT about any of its products or services please email : [dataprotection@btireland.ie] or alternatively write to the Data Protection Manager, BT, Grand Canal Plaza, Upper Grand Canal Street, Dublin 4.
How does BT protect personal information about me?
We at BT are serious about guarding the security of your personal data and the details of any transactions you make. We take appropriate organisational and technical security measures to protect your data against unauthorized disclosure or processing. We use a secure server to store the information you give us when you register or make an order. Any information you send us on-line is securely encrypted.
Over and above what BT does to safeguard your privacy and security, there are a number of things you can do to protect yourself from Internet fraud on-line: Choose a password (letter and digits) you can remember but others will not guess, change it regularly and, if you do write it down, keep somewhere safe & secure. When you have finished your session on our website, make sure you prevent your details being seen by anyone that you do not wish to see them. If you have registered and logged in, remember to log off. Clear any cache so there is no record of any transactions left on screen - both Netscape and Internet Explorer let you do this. We also recommend you then close your browser so any history of the session is cleared.
Are third party sites covered by this policy?
As noted above (please see 'What does this Privacy Policy cover?'), third party Internet sites that you can link to from this website are not covered by our Privacy Policy, so we urge you to be careful when you enter any personal information online. BT accepts no responsibility or liability for these sites.
How do I find out about changes to BT's Privacy Policy
We may change our privacy policy from time to time.
Last Updated: February 2009
Usage Policy
BT Communications Ireland Limited provides national and international access resources to its customers, through its own network and connections to networks outside of BT. Access to these networks is contingent on this Acceptable Usage Policy which applies to all of our customers.
1. BT services are provided for the customer and the customer therefore agrees to neither share the service, nor use the service to share BT sensitive information with others.
2. BT services may not be used for any activity which contravenes the laws of Ireland or any other applicable jurisdiction.
3. Customers may not use BT services to seek to gain unauthorised access to BT facilities, services or resources or to the facilities, services or resources of connected networks.
4. Customers may not use BT services to create, host or transmit offensive or obscene material, or engage in activities which would cause offence to others on the grounds of race, creed or sex.
5. Customers may not use BT services to create, host or transmit material which is designed to cause annoyance, inconvenience or needless anxiety to others.
6. Customers may not use BT services to create, host or transmit material which is defamatory.
7. Customers may not use BT services to create, host or transmit material which infringes the copyright of another person or organisation.
8. Customers may not use BT services to engage in activities which infringe the proprietary rights of software.
9. Customers may not use BT services to engage in activities which compromise the privacy of others.
10. Customers may not use BT services to engage in activities which would destroy the integrity of computer based information.
11. Customers may not use BT service to transmit unsolicited commercial or advertising material either to other customers or to other organisations connected to other networks, if the transmission of such material causes or is likely to cause annoyance.
12. BT services are not intended for resale. Resale of services without making specific arrangements with BT is not permitted.
Fair Usage Policy
1. What is the Fair Usage Policy on BT Broadband?
The Fair Usage Policy is designed to ensure that the service received by the vast majority of our customers is not negatively impacted because of extremely heavy usage by a very small minority of customers. This is why BT continuously monitors network performance and may restrict the speed available to very heavy users. This applies to customers on all Options.
Note if you are a heavy user we will only restrict your speed. Service will not be stopped, so you will still be able to upload and download.
2. What is a monthly usage allowance?
This is the total amount of data you can send (upload) or receive (download) through your broadband connection over 30 consecutive days.
3. Why does BT have usage allowances?
We offer a tiered broadband service that provides even better value for money the higher up you go - this allows you to choose the product that best suits your needs. Usage allowance is one of the distinctions between our broadband products and helps customers choose which package is right for them. The vast majority of our customers find that the usage allowance for their package is suitable for their needs. If we allow customers to overuse heavily then this will be to the detriment of all users, so we have these usage allowances in place to safeguard the online experience for all of our customers.
4. How does it work?
Everything you send or receive over the Internet is bits of data, whether it's a web page, an email, a music track or a video clip. Each pack of data has a different size and is measured in kilobytes (KB), megabytes (MB) or gigabytes (GB). The average email is around 4KB, a digital photo is around 1MB and a music track is around 5MB (1MB=1024KB, 1GB=1024MB).
Your usage allowance lets you download (receiving emails, web pages and files) or upload (sending emails and files) any data you want, up to the GB allowances you choose. Please note that separate to the usage allowances, all customers on any BT Broadband Option, including Option 3, are subject to BT's Fair Usage Policy.
5. What happens if I exceed my monthly usage allowance?
If you exceed your usage allowance your service speeds will be restricted until your measured usage returns within the package limits. There is no monthly usage allowance for Option 3 customers and you can enjoy unlimited usage for no extra charge subject to the Fair Usage Policy.
6. How do I know if I have exceeded my monthly usage allowance?
You can check you usage levels here
7 . How do I know if I’m a very heavy user?
There is no hard and fast usage limit that determines if you are a heavy user as the parameters that determine heavy use vary with the demands placed on the network at that given time. If you have a query about fair usage related restrictions on your line please call us on 1800 923 923
BT reserves the right to take such action as it deems appropriate against customers who violate any conditions of the Acceptable Usage Policy. In such cases, services may be limited, interrupted or terminated.
At no time will BT monitor private activity or compromise the activity of its customers. Non conformance to this policy can only be determined from publicly available information or from substantiated complaints from other networks or customers.
This Acceptable Usage Policy will be amended from time to time as is deemed necessary. It is the customer's responsibility to ensure familiarity and observance of the policy.
Code of Practice
1. Our Commitment
If you are not happy with the service you’re getting
BT is committed to providing you with the best telecommunications service in the world. Despite our endeavours, occasionally things do go wrong, when they do, we want to know so that we can put them right as quickly as possible.
We class complaints as any expression of customer dissatisfaction with the products and / or services managed by BT.
2. Code of Practice
BT is required to present and adhere to the Code of Practice principles set out by the Commission for Communications Regulation.
3. Complaints Process
Lodging Complaint
How to contact us with a complaint
If you would like to register a complaint, below are a number of different methods to contact us.
By Email:
If you wish to send us your complaint by email, please contact us via complaints@btireland.ie
By Letter:
If you prefer to put your complaint in writing, you can send it to the following address:
For attention of BT Complaints Team
Grand Canal Plaza
Upper Grand Canal Street
Dublin 4
By Fax:
If you wish to send us your complaint by fax, you may fax us on 01 432 8901.
By Phone:
If you are a consumer customer, you can contact our customer care team directly on free phone 1904.
If you are a business customer, you can contact our customer care team directly on free phone, 1800 924 924.
3.2 Complaint Handling
We aim to resolve your complaint to your satisfaction and we will endeavour to resolve your complaint as quickly as possible, preferably during your phone call. If this is not possible, we will agree a course of action with you.
We will acknowledge all complaints received by letter, fax or email within 24 workings hours of receiving your complaint. We will state a course of action in order to resolve your complaint.
3.3 Complaint Handling Stages
- Customer Contact
- Acknowledgement of Complaint
- Complaint Investigation
- Complaint resolution or Internal escalation
- Closure or External dispute resolution
3.4 Complaint Categorisation and Response Times
What is the response time for a complaint?
It is our aim to resolve all complaints as quickly as possible and to your satisfaction. When we acknowledge a complaint we will inform you of the time scale for investigation and resolution of the complaint, however if we cannot reach that deadline, we will inform you and provide another timescale. On resolution of the issue, you will be informed of the resolution.
When we receive your complaint, we will categorise it into one of the following main categories: Billing, Installation, Service Degradation, Repair and Miscellaneous.
We have set indicative timeframes for resolution of complaints for each of these categories:
Billing: We aim to resolve within 10 working days of receiving the complaint, with no disconnection while the complaint is being investigated.
Service Degradation: If your complaint falls under the category of Service Degradation, we will respond outlining the investigation procedure and the resolution timeframe envisaged. In some instances, it may be a fault and repair will be instigated.
Installation: We aim to resolve within 10 working days or give a specific time scale of resolve.
Repair: We will respond to a fault immediately and aim to resolve within 2 to 5 working days, or to give a specific time scale of resolve.
Miscellaneous: We aim to resolve within 10 working days of receiving the complaint.
It may not always be possible to resolve your complaint within the indicative timeframes noted above, depending on the complexity of your complaint. We will keep you informed throughout investigation until resolution.
3.5 Escalation
If a you are not satisfied with how your complaint has been handled, or if indicative resolution timeframes have been significantly exceeded, BT have an internal escalation procedure that can be instigated in these circumstances.
Escalation tiers noted below:
- Advisor
- 1st Escalation Tier
- 2nd Escalation Management Tier
If you still remain dissatisfied at how your complaint has been handled after the 2nd Escalation Management Tier, you can ask to have your complaint independently reviewed by the Complaint Review Service or alternatively, you can write to the Complaint Review Service after exhausting the escalation tiers. Letters will be acknowledged within 48 working hours.
Address:
Complaint Review Service
Grand Canal Plaza
Upper Grand Canal Street
Dublin 4
3.6 Complaint Tracking
BT Ireland operates a complaint tracking system as part of its overall customer relationship system. All Complaint information is available to customer care representatives from the point a complaint is logged through to complaint resolution and can be reviewed at any point in the process using the allocated unique reference number.
4. Disconnection Policy
In relation to Bad Debt
In instances where a customer’s account falls into arrears, as per terms and conditions of customer contracts, a representative of BT will contact the customer to remind them of BT’s terms and conditions. In instances where it is not possible to contact the customer (for example: the company has gone into liquidation) then BT will disconnect service immediately.
In relation to Fraud
BT will contact customers who are deemed to have supplied false or misleading information when applying for service. If they are able to give an adequate explanation for such information, disconnection of service will not occur. If the customer is unable to give an adequate explanation, service will be disconnected with immediate effect. BT will contact customers who have been detected as accessing BT’s network or a customer’s network fraudulently. If fraudulent access has taken place on the customers own site, BT will inform the customer and will not disconnect unless the customer requests such action. If accessing is affecting another party, BT will inform the customer which will result in withdrawal of service until BT and / or the customer is satisfied of intentions.
Please note: There will be no disconnection if the undisputed amounts are paid.
5. Independent Advice
BT Ireland always endeavours to provide the best advice to our customers and maintain an active working relationship with consumer governing bodies.
Below is a list of governing bodies whereby you can seek independent advice if required in relation to your complaint:
- Commission for Communications Regulation
Abbey Court, Irish Life Center, Lower Abbey Street, Dublin 1 or Tel: 1890 229 668 - Small Claims Courts
Local District Court offices will supply relevant information for you area - National Consumer Agency
4 Harcourt Road, Dublin 2, Ireland or Tel: 1890 432 432 - Regtel
Crescent Hall, Mount Street Cresent, Dublin 2 or Tel: 1850 741 741 - Advertising Standards Authority
IPC House, Shelbourne Road, Dublin 4 or Tel: 01 6608766
6. A Customer’s statutory rights are not affected by this code of practice.
