Airtricity Communications

   

  • Residential Customers. Airtricity will not contact residential customers at times that may be inconvenient and that have been agreed with the Industry Regulator (CER).We will endeavour not to contact residential customers on Christmas Eve, on any Public or Bank Holiday, on Sundays, or outside the periods of 8am to 9pm on weekdays or 9am to 7pm on Saturdays.
  • Business Customers. Airtricity will endeavour to contact business customers within regular business hours, unless the customer specifies an alternative time outside business hours.
  • When contacting you, Airtricity representatives must firstly provide you with their name and state that they calling as a representative of Airtricity. They will give the purpose of their call and give you the opportunity to end the conversation at any time. Any Airtricity representative who calls to your premises will always show you their official Company photographic identification (see sample below).
  • All Airtricity Marketing and Customer Service agents are fully trained on the parameters of sales promotions, and will ensure that these are fully explained to you.
  • At Airtricity we aim to provide accurate and reliable information at all times. All Airtricity correspondence will include the Company name, address and email address as well as a contact name and phone number, to ensure you can contact the relevant person.


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Special Needs


A section of Airtricity’s customer database is dedicated to those customers with special needs. Airtricity has processes in place to ensure this database is kept up-to-date and that this information is passed on to ESB Networks. For example, if you have indicated on your application form that you have special needs, a Customer Service representative from Airtricity will contact you (or your nominated contact person, if applicable) when we receive this form in order to confirm these details. Our Customer Service representative will ensure that whatever special needs arrangements are put in place are appropriate and satisfy your requirements. Our database distinguishes between customers with different classes of special needs (for example, customers with medical special needs such as a heart monitor, or customers with service special needs such as being deaf or blind). Airtricity will regularly insert a message in our invoices asking customers to inform and keep us updated of any changes in their special needs requirements.

Customer Privacy


Airtricity will never pass customer information and contact details on to other organisations, except as required by law or the Industry Regulator. When you sign up to Airtricity, we agree to comply with applicable data protection regulations when dealing with information received from you under this agreement.

Sales Agents Conduct


Airtricity sales agents are trained to the highest possible standards. Every agent has a printed list of Rules of Conduct which are communicated to them upon starting with the Company. Sales agents receive continuous training and carry official Company photographic identification to confirm their identity.

‘Do Not Contact’ Database

  

Airtricity maintains a database of all existing and potential customers who have informed us that they do not wish to be contacted by Airtricity for any marketing purposes. This ‘Do Not Contact’ option can clearly be chosen when the Customer Agreement Form is completed. Any customer (or non-customer) may request that their details be added to this database at any time by calling our Customer Service team on 1850 40 40 70 or by e-mailing their name, trading name (if applicable), address, phone number(s), e-mail address and Airtricity account number (if applicable) to salesadmin@airtricity.com. Alternatively, this information may be posted to:

Commercial Department
Airtricity House
Ravenscourt Offi ce Park
Sandyford
Dublin 18

Any request made will be updated on our database within 7 days and confirmation that this has been done will to you within 40 days that this has been done.