Complaints Procedure

If you’d like to make a general complaint about our service delivery including the behaviour of our staff please read this section carefully.

We take your views and complaints seriously, so please give us as much information as possible so that we can resolve any issue in the best possible way.

General Complaints Process

As a first port of call, a general complaint should be submitted to Hotline.ie using the "OTHER" report form, namely in Question 1 please click on “somewhere else” and select “other” from the drop down menu; Question 2 please select “other”, subsequently in Question 3 please include the following information:

  • State the reason of the complaint
  • Member of staff/service
  • Who you are, e.g. member of the public, NGO or charity, Hotline.ie Member, etc.
  • Your name
  • Your email address
  • Your phone number
  • Country

Complaints not having verifiable and valid contact details will not be accepted.

If a complaint is submitted by email, and it does not have verifiable contact details, Hotline.ie will acknowledge the complaint to the e-mail address from which it appears to have been sent, requesting the contact details. If such details are not forthcoming the complaint will not be accepted.

Given a valid complaint, Hotline.ie will acknowledge the complaint and the matter will be investigated. Any complaint against the Chief Executive will be investigated by the President, Vice-President and, as required, a third Board Member, who will then report their findings to the Board.

If the complaint is upheld, remedial action is taken and the complainant informed.

If the complaint is not upheld the complainant is informed of the outcome.

Please note that where any form of complaint is not upheld, any personal data stored to enable investigation will subsequently be automatically deleted from our system following 90 days. If a subsequent complaint was received by the same complainant, this retention period would start again from the date of receipt of the new complaint.

Please note that where any form of complaint is not upheld, any personal data stored to enable investigation will subsequently be automatically deleted from our system following 90 days. If a subsequent complaint was received by the same complainant, this retention period would start again from the date of receipt of the new complaint.

Hotline.ie is a registered business name of Internet Service Providers Association of Ireland CLG, Registerd Company No. 285632

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