Cyclone Complaints Procedure

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Handling Customer Complaints

Overview.

It is Cyclone Couriers’ aim to deliver the best service to all of our customers. There will inevitably be incidences where the service provided is not up to the expectation of a customer. In that event it is our aim to deal with any concerns that may be raised in respect of our service to ensure that our customer is satisfied that we have not only dealt with the concern raised in an appropriate and satisfactory manner but also to ensure that any shortcomings that are identified will result in a change to our internal procedures, if this is appropriate, to ensure that this our processes are improved and will result in a better service to all our customers.

Process for Handling Complaints

Step 1. Communication of the Complaint.

The Complaint needs to be documented and communicated to us. This can be done by phone, e-mail or letter.

• For Phone calls please use our low call facility to contact our Customer Service Team – 1800 79 78 77
• For e-mails please send the details to Service Department.
• For letters please send these to Cyclone Couriers at 6 Upper Stephen St., Dublin 8. In this respect there is a form that can be used if wanted. This form is available from all of our offices and also can be downloaded here.

*1 From date of receipt of the complaint

To allow us to deal with the complaint as quickly as possible please provide us with as much detail as you can. The complaint form will give an indication of the details we need which include:

• Name of person who booked the Job;
• Date of Service;
• Delivery locations: Collection and Delivery points;
• Service type requested – Pushbike, Bike, Car, Other, Standard or Direct;
• Delivery requests – any specific requirements for collection and/or delivery;
• Contact names for Collection and Delivery;
• Price agreed (if applicable to the complaint)

We will give you a reference number for the complaint and will respond to you in the timescale outlined above. If any assistance is needed in this process do not hesitate to contact our Services Representative. (01 4757026).

Please note that this process for complaints will be monitored to ensure that the timescales for responding to you are met.

Step 2: Response and Resolution of the Complaint

At this stage we would hope that your Complaint has been dealt with appropriately and to your satisfaction. In all instances our Sales Director has overall responsibility for dealing with complaints. If you are not satisfied that your complaint has been dealt with appropriately please contact the Sales Director (01-4757026 or Email Director)

Step 3: Escalation of the Complaint

If you believe that the response to the complaint has not been satisfactory despite our best efforts, you can take this issue to the Commission for Communications Regulation. The Commission for Communications Regulation (ComReg) is the regulator for the electronic communications (telecommunications, radio communications and broadcasting) and postal sectors. Its role was defined through the 2002 Communications Regulation Act. For any further information about Comreg including contact details their website is www.askcomreg.ie or you can contact ComReg's Consumer Line on LoCall 1890 22 9668.