Customer Charter
Value Statement
At eFlow we are committed to providing you with quality customer services in a way that best meets your needs. This Customer Service Charter provides information on what customer service you should expect to receive when contacting eFlow. We take a customer first approach to make your life easy and hassle-free. We aim to deliver a high-quality service and always provide a timely response to your queries. Our core values are the driving force behind everything we do, from the decisions we make to the way we interact with our customers.
Brand Values
Customer Committed: You are important to us. We listen and strive to provide services that are right for you.
Convenience: We are committed to making everyday life easy for you.
Fairness: We will engage with you in a fair, honest, and respectful way. We are committed to being open and transparent in all communications.
Progressive: We strive to deliver smarter solutions that will contribute to a better future.
Our Approach to Customers
We are committed to offering high-quality services that meet customers’ needs. To this end, we are dedicated to:
- Providing you with a digital experience which is intuitive, easy to navigate and is functionally straightforward;
- Providing you with help and support in the channel of your choosing;
- Keeping you informed on open issues and proactively providing information that may be helpful in resolving an issue;
- Continuously innovating to provide you with smarter solutions;
- Providing a trustworthy, reliable and consistent service when you need it, and
- Treating you equally and fairly and using your feedback to improve our services.
Service Commitments
eFlow has a number of service commitments. Our digital first strategy aims to make Customer Service as simple as possible for you. This means you should be able to find everything you need on our website www.eflow.ie Occasionally, however, you may require additional support. Our Contact Centre has the right support teams in place to respond efficiently and effectively to your needs. Below is a list of our different Customer Service channels and the estimated time of response when you contact them.
During operating hours, we aim to:
- Answer your call within 20 seconds
- Respond to your email within 6 hours during opening hours
- Answer your webchat query within 30 seconds
- Respond to your social media query within 30 minutes
- Respond to your postal query within 3 business days
Complaints
At eFlow, we listen to your feedback. Every week we survey a subset of our customers to understand what we do well and what needs improvement. We use these insights to inform our work and improve our service in the short and long term. However, if you are unhappy with any element of the service you receive from eFlow or have a suggestion for how we can improve it, we would like to hear from you. You can contact our Customer Service via telephone, website, email, letter, webchat or social media (contact details below). We operate a complaints procedure to address any concerns promptly and fairly. We will aim to resolve your complaint within 5 business days and will keep you advised on progress on your case.
Service Through Irish
At eFlow, we are committed to the legislation outlined in the Official Languages Act 2003. We provide information and service through the Irish language in accordance with this legislation. This includes the following commitments:
- You can choose to receive your statements/invoices and correspondence related to your account in the English or Irish language.
- You can choose to receive your statements/invoices and correspondence related to your account in the English or Irish language.
- All written email or letter correspondence received in Irish will be responded to in Irish.
- You will be provided with a member of staff who can liaise with you through Irish.
- Our website www.eflow.ie is available in English and Irish.
- All key documents are published in English and Irish.
Equality
We aim to provide a customer experience that is equal and fair. We value every customer and are committed to treating them with respect, regardless of their background, identity, or circumstances. Our commitment to equality extends beyond our customers and includes all our employees, partners, and suppliers. We ensure that every interaction and service provided is based on equality and all customers receive the same level of attention, assistance, and support. Discrimination or bias of any kind is not tolerated, and we strive to create an environment where all customers feel valued and heard.
Sustainability
At eFlow, we recognise the importance of environmental responsibility and are committed to minimising our carbon footprint and promoting eco-friendly practices in our operations. Through initiatives such as paperless billing, energy-efficient technologies, and responsible waste management, we strive to contribute to a healthier planet while providing excellent service to our customers. Sustainability is not just a goal; it is a commitment to future generations and the preservation of our environment.
Accessibility
At eFlow, accessibility is a fundamental aspect of our commitment to providing effective customer service. We understand that accessibility goes beyond just our website and extends to all aspects of our operations. Below are some examples of accessibility tools we provide to customers.
Website
- Distinguishable text.
- Accessible keyboards and navigation tools.
- Predictable and readable user interface.
Contact Centre
- A choice of contact channels for customers e.g. telephone, webchat, email, social media, post.
- Convenient opening hours – Monday-Friday 08:00–21:00, Saturday and Sunday 10:00-18:30.
- We have in place a process for customers who are hard of hearing and need to communicate with us through a third party.
Data Protection
We take your privacy and the protection of your personal data very seriously. Any personal information provided to eFlow will be treated securely and confidentially in accordance with the Data Protection Acts 1988-2018 and the General Data Protection Regulation (GDPR). You can view the eFlow’s Privacy Statement in full here. eFlow has a dedicated Data Protection Officer (DPO). If you wish to contact our DPO you can email dataprotection@eflow.ie.
Contact information:
| Phone |
0818 50 10 50 (ROI) 353 1 4610122 (outside ROI) |
| Webchat | |
| Postal Address |
eFlow |
| Social Media |
X/Twitter: @eflow_freeflow Facebook: eFlow.ie |
| Opening Hours |
Monday to Friday 8:00am-9:00pm Saturday to Sunday 10:00am-6:30pm |