Ms Carolan Lennon:

If a person is happy to deal with us online with a query about a refund or to report a fault or the seizing of the line, the matter will be dealt with online. It is a good approach if one does not feel the need to talk to us. The customer gets an email saying we are on to the issue and, therefore, there is no need to worry it has fallen between the cracks or whatever.

We have a complaint number. It is on our website. That line's waiting time has been under five minutes consistently. If a person is so annoyed with us that he or she wants to complain, we do not want him or her hanging up.