{"id":90337,"date":"2016-02-22T17:03:48","date_gmt":"2016-02-22T17:03:48","guid":{"rendered":"http:\/\/comreg.ie.grigore"},"modified":"2017-05-23T09:55:39","modified_gmt":"2017-05-23T09:55:39","slug":"tomhaltoiri-michumas","status":"publish","type":"page","link":"https:\/\/www.comreg.ie\/ga\/comhairle-eolas\/gearan-a-dheanamh-le-do-solathrai\/tomhaltoiri-michumas\/","title":{"rendered":"Tomhalt\u00f3ir\u00ed faoi Mh\u00edchumas"},"content":{"rendered":"<h2><span lang=\"en\">Consumer Care &#8211; Accessibility<\/span><\/h2>\n<p>&nbsp;<\/p>\n<h3><span lang=\"en\">Consumers with a Disability what can you expect from your Service Provider?<\/span><\/h3>\n<p>&nbsp;<\/p>\n<h4 id=\"accessible-complaints\"><span lang=\"en\">Accessible Complaints Procedures<\/span><\/h4>\n<p><span lang=\"en\">\u00a0<\/span><\/p>\n<p style=\"padding-left: 30px;\">\u2022\u00a0Service Providers must provide an accessible means to contact customer services in order to lodge a complaint and\/or make an enquiry.<br \/>\n\u2022\u00a0Service Providers must offer the ability to nominate a third party to deal with complaints and\/or enquiries on behalf of the customer<br \/>\n\u2022\u00a0All staff handling your complaint must have been trained to appropriately deal with your requirements.<\/p>\n<h4><span lang=\"en\"><a title=\"This link will open in a new window\" href=\"http:\/\/youtu.be\/7jgW6VCs7tM\" target=\"_blank\">Information regarding accessible complaints handling procedures and Service Provider code of practice<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/7jgW6VCs7tM\" width=\"100%\" height=\"640\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n<h4><span lang=\"en\"><a title=\"This link will open in a new window\" href=\"http:\/\/youtu.be\/NX9_1a30YFM\" target=\"_blank\">Information regarding Service Providers obligations to provide accessible complaints procedures.<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/NX9_1a30YFM\" width=\"100%\" height=\"640\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n<h4 id=\"accessible-top-up\"><span lang=\"en\">Accessible Top-Up Facility for Pre-Paid Mobile Users<\/span><\/h4>\n<p><span lang=\"en\">Service providers providing pre-paid mobile services are required to provide an SMS top-up facility for customers with a disability where<\/span><\/p>\n<ul>\n<li>A cash top up does not involve any voice prompts<\/li>\n<li>A receipt (voucher) is clear, easy to understand and allows the customer with a disability to apply the top-up receipt (voucher) by SMS (or equivalent method) without assistance from a third party;<\/li>\n<li>After topping up confirmation of the value of the top-up credit, without the need to follow voice prompts, must be sent to the customer\u2019s mobile telephone.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4><span lang=\"en\"><a title=\"This link will open in a new window\" href=\"http:\/\/youtu.be\/4gYEhwzuQ2k\" target=\"_blank\">Information on what accessible top-up facilities your service provider is required to provide.<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/4gYEhwzuQ2k\" width=\"100%\" height=\"640\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n<h4 id=\"&quot;accessible-directory\"><span lang=\"en\">Accessible Directory Enquiries<\/span><\/h4>\n<p><span lang=\"en\">If you are unable to use the phone book because of a vision impairment and\/or have difficulty reading the phone book contact your Service Provider who will offer the use of a directory enquiry service free of charge.\u00a0 To avail of the service you will need to get your doctor to provide a certification that confirms your medical condition.<\/span><\/p>\n<h4><span lang=\"en\"><a href=\"http:\/\/www.youtube.com\/watch?v=9xUV9RzDlRo\">Information for consumers who have a vision impairment and difficulty using or reading the phone book.<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/9xUV9RzDlRo\" width=\"100%\" height=\"640\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n<h4 id=\"accessible-billing\"><span lang=\"en\">Accessible Billing<\/span><\/h4>\n<p><span lang=\"en\">If you require your bill and details of the transactions in a medium properly accessible to you (including Braille) please contact your Service Provider.<\/span><\/p>\n<h4><span lang=\"en\"><a title=\"This link will open in a new window\" href=\"http:\/\/www.youtube.com\/watch?v=T8h-LLNjBEw\" target=\"_blank\">Information on receiving accessible billing from your Service Provider<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/T8h-LLNjBEw\" width=\"100%\" height=\"640\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n<h4 id=\"accessible-compatibility-equipment\"><span lang=\"en\">Accessible Facility to Test Compatibility of Terminal Equipment or appropriate returns policy<\/span><\/h4>\n<p><span lang=\"en\">If you would like to buy a phone or some other equipment from your Service Provider but if you are unsure if you can use it if you have a hearing aid or have a cochlear implant, your Service Provider must offer you one of the following choices,<\/span><\/p>\n<p style=\"padding-left: 30px;\">\u2022\u00a0a facility to test the terminal equipment at your Service Provider\u2019s retail shops, in advance of purchasing or<br \/>\n\u2022\u00a0a returns policy which allows for terminal equipment which has not been tested in advance of purchase to be returned because it does not meet specific hearing needs.<\/p>\n<p>To avail of the service you will need to get your doctor to provide a certification that confirms your medical condition.<\/p>\n<p>Every service provider selling terminal equipment must have staff in the retail shop who are trained in the use of terminal equipment and are adequately equipped to address any queries raised by disabled end-users in advance of purchase.<\/p>\n<h4><span lang=\"en\"><a title=\"This link will open in a new window\" href=\"http:\/\/www.youtube.com\/watch?v=Aeai1alP728\" target=\"_blank\">Information for hearing aid or cochlear implant users who wish to purchase phone terminal equipment.<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/Aeai1alP728\" width=\"100%\" height=\"640\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n<p>&nbsp;<\/p>\n<h4 id=\"accessible-website\"><span lang=\"en\">Accessible Website information<\/span><\/h4>\n<p><span lang=\"en\">Every service provider is required to ensure that comprehensive and up to date information regarding its products and services that are of relevance to people with disability are accessible. The means that you should be able to click from the home page of your Service Providers website to access the Disability Section of that website.<\/span><\/p>\n<h4><span lang=\"en\"><a title=\"This link will open in a new window\" href=\"http:\/\/www.youtube.com\/watch?v=aRRYYibVQLc\" target=\"_blank\">Requirements Service Providers must fulfill on the homepage of their website.<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/aRRYYibVQLc\" width=\"100%\" height=\"640\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n<h4 id=\"accessible-contract\"><span lang=\"en\">Accessible Contract Information<\/span><\/h4>\n<p><span lang=\"en\">All contractual information must be accessible and up to date.\u00a0 This includes notifications in respect to any changes to your contract that are set out in the Universal Service Regulations.<\/span><\/p>\n<h4><span lang=\"en\"><a title=\"This link will open in a new window\" href=\"http:\/\/www.youtube.com\/watch?v=mx42C84zduE\" target=\"_blank\">Service Providers duty to ensure all contractual information is accessible.<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/mx42C84zduE\" width=\"100%\" height=\"640\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n<h4 id=\"accessible-complaints-handling\"><span lang=\"en\">Accessible Complaints Handling Procedures Information<\/span><\/h4>\n<p><span lang=\"en\">Information in respect of your service provider\u2019s complaints handling procedures, including its Code of Practice, must be accessible in a number of formats, to include but not limited to Braille, Audio, Regular print, Large print, Easy to read, Understandable and Online versions of each format (on the Disability Section of the Undertaking\u2019s website) and all of these formats must be printable.<\/span><\/p>\n<h4><span lang=\"en\"><a title=\"This link will open in a new window\" href=\"http:\/\/www.youtube.com\/watch?v=7jgW6VCs7tM\" target=\"_blank\">Information regarding accessible complaints handling procedures and Service Provider code of practice<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/7jgW6VCs7tM\" width=\"100%\" height=\"640\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n<p>&nbsp;<\/p>\n<h4 id=\"facility-for\"><span lang=\"en\">Facility for Customers with Disabilities to Register Requirements<\/span><\/h4>\n<p><span lang=\"en\">Every service provider is required to maintain a facility for you to register your requirements if you choose to do so.\u00a0 The register subject to your consent, will contain the following:<\/span><\/p>\n<p style=\"padding-left: 30px;\">\u2022\u00a0Name, address, contact details (to include phone or email and\/or third party nominated contact);<br \/>\n\u2022\u00a0Preferred means of communication;<br \/>\n\u2022\u00a0Preferences in respect to bundles (for example broadband or text only);<br \/>\n\u2022\u00a0Details of any special terminal equipment required; and<br \/>\n\u2022\u00a0Details of any alternative billing medium requirement.<\/p>\n<p>&nbsp;<\/p>\n<h4><span lang=\"en\"><a title=\"This link will open in a new window\" href=\"http:\/\/www.youtube.com\/watch?v=a4FP6F4Knq0\" target=\"_blank\">Information regarding registering your requirements with your Service Providers<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/a4FP6F4Knq0\" width=\"100%\" height=\"640\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n<h4 id=\"accessible-statement\"><span lang=\"en\">Accessibility Statement<\/span><\/h4>\n<p><span lang=\"en\">All service providers are required to publish an Accessibility Statement on their websites. The accessibility statement should set out how your service provider ensures that information regarding their products and services, including all information provided to the majority of end-users, is accessible for disabled end-users. The Accessibility Statement should contain:<\/span><\/p>\n<p style=\"padding-left: 30px;\">\u2022\u00a0Information about the accessibility products and services available to end users, Information about the range of accessible contact methods and details to assist disabled end-users.<br \/>\n\u2022\u00a0Information about the range of accessible contact methods and details to assist disabled end-users.<br \/>\n\u2022\u00a0Your Service Providers approach and policy in respect of providing services and information to disabled end-users<\/p>\n<p>&nbsp;<\/p>\n<h4><span lang=\"en\"><a title=\"This link will open in a new window\" href=\"http:\/\/www.youtube.com\/watch?v=8WMwfAcQDHk\" target=\"_blank\">Information about accessibility statements from Service Providers.<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/8WMwfAcQDHk\" width=\"100%\" height=\"640\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n<p>&nbsp;<\/p>\n<h4 id=\"trs\"><span lang=\"en\">TRS (coming 2017)<\/span><\/h4>\n<p><span lang=\"en\">From 2017 every service provider, with more than 100,000 subscribers (over 90% of land line providers and more than 95% of Mobile Providers), must provide access to a Text Relay Service (TRS).<\/span><\/p>\n<p>Accessing the service will not give rise to any additional costs for using the service.<\/p>\n<p>The service is a technology-neutral service, available for use by the following devices (which list is illustrative but not exhaustive): Minicom, fixed-line, mobile, personal computer, tablet, or other equivalent electronic device.<\/p>\n<p>It is expected that the service will be available in 2017.<\/p>\n<h4><span lang=\"en\"><a title=\"This link will open in a new window\" href=\"http:\/\/www.youtube.com\/watch?v=BTx38PRQYAA\" target=\"_blank\">Information on access to Text Relay Services that Service Providers are required to provide.<\/a><\/span><\/h4>\n<p><span lang=\"en\"><iframe loading=\"lazy\" src=\"\/\/www.youtube.com\/embed\/BTx38PRQYAA\" width=\"100%\" height=\"630\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Consumer Care &#8211; Accessibility &nbsp; Consumers with a Disability what can you expect from your Service Provider? &nbsp; Accessible Complaints Procedures \u00a0 \u2022\u00a0Service Providers must &hellip; <a href=\"https:\/\/www.comreg.ie\/ga\/comhairle-eolas\/gearan-a-dheanamh-le-do-solathrai\/tomhaltoiri-michumas\/\"><\/a><\/p>\n","protected":false},"author":31,"featured_media":0,"parent":90174,"menu_order":5,"comment_status":"closed","ping_status":"closed","template":"templates\/template-full-width-and-nav.php","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":"","_wp_rev_ctl_limit":""},"class_list":["post-90337","page","type-page","status-publish","hentry"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/pages\/90337","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/users\/31"}],"replies":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/comments?post=90337"}],"version-history":[{"count":0,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/pages\/90337\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/pages\/90174"}],"wp:attachment":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/media?parent=90337"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}