Code of Practice - Content

The Customer Services Department of Lyca Mobile Ireland Limited (“Lyca Mobile”) provides a commitment at all levels of the department to the efficient, fair and courteous resolution of a Customer complaint. This includes having a Code of Practice that will guide both the Customer and Lyca Mobile in the handling of a Customer complaint.

This Code of Practice is intended to provide Customers with transparency on how Lyca Mobile will deal witha complaint, and to make Customers aware of the steps that will be taken during the complaint handling process. The Code of Practice also defines the minimum standards that Lyca Mobile will apply in the handling of a Customer complaint.

In this Code of Practice, the “Customer” is sometimes referred to as “you” or “your”.

Changes to Lyca Mobile’s Code of Practice will be made in accordance with any regulatory requirements issued by the Commission for Communications Regulation (“ComReg”). Any such changes will be published on Lyca Mobile’s website.

There are several ways for you to make a complaint if you are not satisfied with the service provided by Lyca Mobile. It is the intention of Lyca Mobile to resolve a Customer complaint, where possible, during your first point of contact with Lyca Mobile. Where a complaint cannot be resolved in this way, you will be advised of a timescale for the investigation and resolution of your complaint by Lyca Mobile. You will also be given the opportunity to escalate the complaint within Lyca Mobile if you still are not satisfied with the resolution. The different ways you may make a complaint about the service provided by Lyca Mobile are described below: 3.1 Telephone: A Customer can make a complaint by telephone via our Customer care lines by pressing 1923 from any Lyca Mobile pre-paid SIM Account. If a Customer chooses, the Customer may instead contact the Customer Services Department at +1 437 2322. Local call charges will apply to these calls. If a Customer is roaming internationally, the Customer may also contact the Customer Services Department at +353 1 437 2322. Calls made to this number while the Customer is roaming internationally will be charged at the international roaming tariffs set out on Lyca Mobile’s website. The Customer care lines are open from 8:00am to 8:00pm (IST). 3.2 Letter: A Customer can make a complaint by posting a letter to the address for complaints at: Customer Services Manager Complaints Department Lyca Mobile Ireland Limited Unit 18, Bluebell Business Park Old Nass Road Dublin 12 D12RW52 3.3 E-mail: A Customer can make a complaint via email at: [email protected] The Customer Services Department will promptly acknowledge all Customer complaints received, and not later than two business days after receipt of the Customer complaint.