Corporate Responsibility.

We are committed to you.

At Three, corporate responsibility is about showing a strong and visible commitment to the communities in which we work across Ireland - maximising the benefits that we as a mobile network can bring to communities. Our commitment to corporate responsibility begins with a simple and straight-forward commitment to principled decision-making in all that we do.

We focus our resources on making a positive contribution through our dedicated Corporate Responsibility (CR) programme. CSR helps us to better meet our customers' needs, improves customer loyalty, enhances employee satisfaction, builds broader community support and ultimately builds a stronger company.

Health.

Committed to the highest scientific and safety standards.

At Three, we take health and safety very seriously and we are committed to the highest scientific and safety standards in all our operations. The International Commission on Non-ionising Radiation Protection (ICNIRP) has developed international guidelines, to ensure that exposure arising from telecommunications and other radio sites is kept far below any levels where it is known that an effect of radio waves could be detected. We design and operate all of our sites to comply with these standards, which are also endorsed by the World Health Organisation (WHO).

These guidelines are audited and regulated by the Commission for Communications Regulation, ComReg and the results can be viewed on www.comreg.ie

In 2006, the Department of Communications, Marine and Natural Resources established an expert group to review all relevant research in relation to the health effects of electromagnetic fields (EMF). The Report examined a wide range of issues in relation to potential health effects of Electromagnetic Fields (EMF), including those produced by mobile telecommunications. The report answers many questions commonly raised by the public in relation to the health effects of electromagnetic fields.

They concluded that: "no adverse short or long-term health effects have been found from exposure to the radiofrequency (RF) signals produced by mobile phones and base station transmitters."

Read the Report.

The ICIA's EMF 10 Commitments

We are members of the Electro Magnetic Fields (EMF) Subgroup of the ICIA (www.icia.ie). We as an industry developed '10 Commitments' which aims to provide more transparency in building mobile phone networks, more information to the public and local planners and to boost the community's role in the siting of radio base stations.

The ICIA 'Frequently Asked Questions' document (pdf) addresses some of the common areas of interest for the general public regarding Mobile Phones, Base Stations and Electromagnetic Fields.

ICIA's 10 commitments.

View FAQ's document.

We recognise that there is public concern surrounding mobile phones and health. We remain vigilant on the issue and will take into account any new scientific research that is published.

Accessibility.

We want to make sure that all our customers get the best out of our network and our services – whatever their age. whatever their needs and abilities. Here's what we're doing about it. If you would like to contact someone directly please contact us.

Website Accessibility

We have created this section, to provide you with some practical advice and information on using our services. This section of our site is designed to comply with the Web Accessibility Initiative (WAI). Our accessible pages are structured so that they can be easily navigated with a keyboard (using Tab, Return and Space keys).

Accessibility options for different browsers

The browser that you use will normally have its own accessibility options or free downloads to increase your accessibility options and improve your browsing experience.

Handset Information

We offer a wide range of mobile phones with lots of accessible features. When you are looking for a phone to suit your requirements there are some key features that you can look out for, to assist certain types of vision, hearing or mobility impairments which are listed below. . Please contact us on our forum if you'd like advice on handsets. And there is a link to an easy search function that helps you find suitable smartphone apps from the GARI website (Global Accessibility Reporting Initiative).

Hearing

Key Features:

  • Volume settings: phones with a loud maximum volume will be easier to hear when they ring. Volume control keys on the phone body makes it easier to control the volume while you talk.
  • Vibrate: visual alerts and vibrate options are available on most phones.
  • Hands free: an in-ear headset will cut out background noise and help you hear the conversation.
  • Text-friendly: some phones are particularly adapted to heavy use of text messages, instant messaging and email. A large screen, predictive text, and a QWERTY keyboard can all help you communicate comfortably by text.
  • Neckloop: some phones are compatible with inductive neckloops, meaning the sound from your phone can be wirelessly sent to your hearing aid.

Search for Smartphone Apps for hearing here

Vision

Key Features:

  • Easy-to-use keypad: features like large buttons, a raised dot on the 5 key, back-lit keys or sound or touch feedback can help you use the keypad.
  • Clear display: screens with changeable font size or backlighting can be easier to read.
  • Speech recognition: some phones will allow you to dial a number by simply speaking the name or number.
  • Hands free: using a headset means you don't have to search for your phone when it rings.
  • Personalised ringtones: know who's calling by giving different ringtones to your contacts.
  • Cameras with zoom: the zoom function on some camera phones can be used to magnify things.
  • Speaking software: text to speech software can be installed on some phones so you can listen to text you have trouble reading.

Search for Smartphone Apps for vision here

Mobility & Dexterity

Key Features:

  • Big buttons: phones that have large buttons can be easier to grip and use.
  • Easy dialling: phones with speech-activated dialling, or speed dialling features make it easier to dial your favourite numbers.
  • Text-friendly: some phones have handy texting features like pre-set messages or predictive text which reduce the number of keystrokes needed to send a text.
  • Hands free: wireless headsets and loudspeaker functions mean you can have a conversation without having to hold your phone or even be next to it.

Search for Smart Phone Apps for dexterity here

Accessibility Guide

We also have worked with the National Disability Authority, ComReg and the communication sector to produce a Consumer Guide for people with disabilities and older people. The guide has been designed to inform users of the various phone features and services available from Service Providers.

Phones and Broadband – a guide for people with disabilities and older people

Accessibility Apps

There are lots of apps available to assist mobile phone and tablet users with additional needs. Check out the GARI (Global Accessibility Reporting Initiative) website to find the write app for you. You can easily search by your requirements and by location. You can also search for the right device for your needs.

Find Mobile Apps http://www.gari.info/findapps.cfm

Find Phones & Tablets http://www.gari.info/findphones.cfm

Picking the Right Price Plan

We have plenty of options to help you design a plan that suits how you use your phone whether that’s mainly voice, text or data. You can choose from a range of price plans and add ons on prepay or bill pay that best suits your needs. If you'd like advice on which plan is the best one for you, pop in to our online forum. You can also drop into one of our Stores or call customer care on 1913. Whatever suits you best.

Billing & Customer Support Information

If you find it difficult to read printed text, there are other ways you can access your billing information. To request the right billing format for you, please contact a member of our customer service team. If you would like to contact someone directly please contact us.

112 – The EU Emergency Phone Number: SMS Service

The 112 SMS service lets deaf, hard of hearing and speech-impaired people in the Republic of Ireland send an SMS text message* to the Emergency Call Answering Service (ECAS) where it will be passed to An Garda Síochána, the Ambulance service, the Fire service, or the Irish Coastguard.

You must REGISTER for the service and you can find out how it works on their website www.112.ie.

Registering your requirements

You can register your requirements including any authorised account contact information, product and service preferences, billing requirements, equipment preferences and preferred means of contact.

Code of practice for complaints

Our Code of Practice sets out how we deal with any billing, service issues or other complaints.

Directory Enquires 196

If you have a vision impairment and have difficulty reading the phone book you can register to avail of a free directory enquiry service. You can contact 1800 574 574 to obtain a registration form. As part of registration will need to provide certified confirmation that you are eligible to register for the 196 service. Once you are registered you will be allocated a special PIN number which you then provide to the 196 operator each time you make a directory enquiry.

Useful Links

Please see below a list of other organisations that may be of interest:

Internet Access Controls

Using a mobile phone is part of daily life for all age groups, particularly young people. They use them for chatting, social networking, sending pictures and surfing the web. Unfortunately some content on the web is inappropriate for young people.

As child protection is of paramount importance to Three, on Safer Internet Day 6 February 2007, Three signed the European Framework for Safer Mobile use by younger teenagers and children. The framework required that, at a minimum, operators provide blocking or filtering of internet access so that internet access can be restricted.

Three is committed to creating an environment in which children can use their handsets freely without accessing inappropriate content. Subsequently Three uses internet access controls for content and urls to limit access to material that may not be suitable for children. As postpay customers are 18 and over, this filter is not automatically applied but postpay customers can opt-in for this filtering by calling customer services free on 1913. For Prepay customers, you can opt-out of filtering by age verifying within store or by emailing customer.services.ie@3mail.com using the following forms of ID - Passport, Drivers Licence or EU Identity Card.

Codes of Practice.

Three Code of Practice

The Code highlights our commitment to our customers. It ensures they are fully aware of all our policies & procedures. For further information on our Ts&Cs go to www.three.ie

Click here to download.

The Irish mobile operators have devised an industry Code of Practice for the responsible and secure use of mobile services. The Code establishes the standards which mobile operators will adhere to on the issues of Parental controls for minors' access to mobile services; malicious or offensive person to person communications, Spam, Internet access, Premium rate services and Access Controls for content services.

ICIA Code of Practice for the responsible and secure use of mobile services.

The Code establishes the standards which we adhere to on the issues of Parental controls for minors' access to mobile services; malicious or offensive person to person communications, Spam, Internet access, Premium rate services and Access Controls for content services.

Click here to download.

Mobile phones: A parent’s guide to safe and sensible use

The Guide is designed to help parents understand the ever-changing services available on mobile phones and informed of some key safety tips that will encourage responsible and secure use by their children.

Click here to download.

Stop unwanted text.

How to stop unwanted Premium Rate text messages.

Sometimes when customers reply to a text offer for ringtones, logos and wall papers they forget to read the small print and find that they’ve signed up to an unwanted premium rate subscription.

Luckily, services like these are all very easy to cancel. You should reply with the word 'STOP' back to the sender.

As these subscription-based services are operated by premium-rate service providers, we are not able to unsubscribe you directly but will endeavour to assist you where possible. We also advise that you report any unsolicited text messages to ComReg and the Data Protection Commissioner. ComReg's details are as follows:

ComReg
Commission for Communications Regulation,
Block DEF,
Abbey Court,
Irish Life Centre,
Lower Abbey Street,
Dublin 1.

Telephone: 1890 229 668

Website: www.comreg.ie

Data Protection Commissioner's details are as follows:

Office of the Data Protection Commissioner
Commission for Communications Regulation,
Canal House,
Station Road,
Portarlington,
Co. Laois, Ireland

Telephone: 1890 25 22 31

Website: www.dataprotection.ie

Report Spamming.

What is it Spam and how to report it.

'Spam' is any unsolicited and generally unwelcome commercial communication used for direct marketing purposes where the person who receives the message has no existing or prior relationship with the sender of the message. In the case of mobile phone customers, Spam can take the form of unwanted text messages, picture messages and emails. Most companies or individuals that send Spam are trying to sell something or promote a new product, service or competition.

Three guards its customers' personal details and does not share these details with third parties for their marketing purposes. Third parties can obtain your details in a number of ways. For instance, your details may be obtained through using other services they offer such as purchasing ringtones or on entry into a quiz or promotion. When your details are obtained it is a legal requirement that you are given the opportunity to opt out of receiving communications. Any subsequent communications should include contact information and details on how to opt out.

Customers can forward suspected Spam messages free of charge to 50035. After investigation, Three will report cases of suspected Spam to the appropriate authorities such as ComReg and the Data Protection Commissioner for further investigation. ComReg's details are as follows:

ComReg
Commission for Communications Regulation,
Block DEF,
Abbey Court,
Irish Life Centre,
Lower Abbey Street,
Dublin 1.

Telephone: 1890 229 668

Website: www.comreg.ie

Data Protection Commissioner's details are as follows:

Office of the Data Protection Commissioner
Commission for Communications Regulation,
Canal House,
Station Road,
Portarlington,
Co. Laois, Ireland

Telephone: 1890 25 22 31

Website: www.dataprotection.ie

Bullying and Malicious Communications.

Regrettably, mobile phones afford senders of bullying or malicious communications new ways of harassing a person even when they are no longer within sight. This can take the form of offensive phone calls, texts, images or video.

What you should do:

  • Be careful about who you give or lend your mobile to and who you give your phone number to.
  • If you receive abusive messages or calls, keep a record of the times and dates, save the message to your mobile phone and always tell a parent or teacher
  • Always tell someone you trust what's happening e.g. your parent or teacher - they may want to contact the Gardaí.
  • Do not reply to abusive or rude text, picture or video.
  • Do not forward any such messages as they could be assisting a bully or breaking the law.
  • If you are being bullied or harassed you can request us to change your number for free. To do so please contact our helpdesk to request a number change for your account.

Anonymous Call Rejection

Anonymous Call Rejection - the ability to automatically reject a call from someone that has withheld his/her CLI (Caller Line Identification).

A number of third party handset applications are available to facilitate anonymous call rejection (ACR). In order to avail of these applications, a customer needs to download the application and personalise their settings. Depending on your type of handset, you can visit the manufacturer "app-store" to find these applications.

Visit Google Marketplace (for Android) | Visit iTunes Appstore (for iPhone)

Security & Safety.

Lost /Stolen mobiles

There are simple steps you can take to protect your mobile in case it is lost or stolen.

  • Record your 15 – digit IMEI (International Mobile Equipment Identification) number – your mobile's unique serial number. You'll find it on the back of your mobile underneath the battery. Or, key in *#06# and your IMEI number will appear on your mobile's screen.
  • You'll need to report both your IMEI number and your Three mobile number if your mobile is lost or stolen. Regularly transfer details of the contacts on your mobile to your PC, so if your mobile is lost or stolen, your contacts will be saved. Check your user guide for details of how to do this.

Security Locks – PIN

We recommend that you use your SIM Personal Identification Number (PIN). Details on how to set your PIN are in the Security section of your User Guide.

Environment.

What should you do with your electrical products once you are finished with them? Throwing them into the bin is not an option as these can do serious harm to the Environment and that's why Three have joined WEEE Ireland.

WEEE Ireland is a non-profit organisation, set up to finance the treatment & recycling of waste electronic & electrical equipment from designated collection points. Please ask in-store or check out www.weeeireland.ie for further details.

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