Noel Harrington (Cork South West, Fine Gael)
Link to this: Individually | In context

Question 322: To ask the Minister for Communications, Energy and Natural Resources the steps that have been taken, since this Deputy last raised the issue in September 2011, to enable a person (details supplied) in County Cork to be provided with a proper broadband service; and if he will make a statement on the matter. [13460/12]

Pat Rabbitte (Dublin South West, Labour)
Link to this: Individually | In context

The person to whom the Deputy refers is in receipt of a broadband service through the National Broadband Scheme (NBS). By way of background, my Department entered into a contract with 3, a Hutchison Whampoa company, for the delivery of the NBS in late December 2008, following the conclusion of a competitive dialogue procurement process. The objective of the NBS is to deliver broadband to certain target areas in Ireland in which broadband services were deemed at the time to be insufficient. Since October 2010, broadband services are available in all of the 1,028 Electoral Divisions (ED) designated to be covered under the Scheme. The NBS contract guarantees service levels and imposes a service credit regime on 3 with financial consequences in the event that minimum specification service levels are not met. Under the NBS contract, specific service level agreement (SLA) standards are in place, which define the service and support levels to be provided by 3 to NBS subscribers. Any NBS customer experiencing problems with the NBS service can contact 3's customer care centre 24 hours a day 7 days a week by phone at 1913 (free of charge), via e-mail to nbssupport@three.ie or by post to 3 Customer Services, Hutchison 3G Ireland Ltd, PO Box 333, Dublin 2. My Department has a role when customers have fully utilised the established complaints process. It operates a dedicated NBS mailbox, which NBS customers can contact by e-mail at nationalbroadbandscheme@dcenr.gov.ie with any comments or complaints they may have about their NBS service. My officials have been in contact with the person referred to by the Deputy and are liaising with 3 on his behalf to ensure his current difficulties are quickly resolved.