Aware

Three’s Charity Partner.

Because our business helps life mean more through connecting, Three concentrates its charity strategy on the area of mental health.

Three has chosen mental health organisation Aware as our charity partner. Aware  aims to create a society where people affected by stress, anxiety, depression, bipolar disorder and mood related conditions are understood, supported, free from stigma, and are encouraged to access appropriate therapies.  

Over the next three years, Three will support Aware to achieve its aims through corporate donations, fundraising, awareness-raising, volunteering and more. 
 

Samaritans Ireland

Three is a supporter of the Samaritans free to call number, 116 123.  This number makes it possible for people who are struggling to access the Samaritans support service round the clock, free of charge. The free to call number has been made possible by a partnership between Samaritans and the telecommunications industry.

School’s Business Partnership

Three is a member of Business In The Community and a supporter of its School’s Business Partnership programme.  We are partnered with St. Joseph’s School in Fairview, Dublin.  Each year, employee volunteers work with students to impart education and career advice over a series of workshops.
 

Likecharity

The Likecharity platform uses the latest in mobile technology to collect donations from phone network operators worldwide. In Ireland, Three supports the Likecharity platform and we do not charge any fees on text donations made through Likecharity – ensuring that all proceeds go directly to your chosen charity. 
 

Employee Support

We know that many of our employees support their own charities and causes that they feel passionate about so Three has an Employee Community Fund in place to provide support for these initiatives. Our employees can also avail of paid leave to volunteer for our charity partner or their own individual supported charity.

Child Safety

Child Safety and Mobile Phones

Three is committed to creating an environment in which children can use their mobile phones safely. 

Three is a signatory to the European Framework for Safer Mobile use by younger teenagers and children. Its aim is to ensure that younger teenagers and children can safely access content on their mobile devices and that, at a minimum, operators provide blocking or filtering of internet access.

Three is a supporter and member of Hotline.ie. Hotline.ie is an anonymous facility for members of the public to report suspected illegal content encountered on the Internet, in a secure and confidential way.

Internet Access Controls

At Three, we can provide internet filters upon request by a customer to limit access to material that may not be suitable for children.

To apply these filters, please contact our Messaging Team, or just call our team on 1913.

On many smartphones you can activate parental controls and restrictions on the actual handset.

For more useful tips on internet safety visit: www.webwise.ie or https://cybersafeireland.org/

Industry Code of Practice

For more information check out the Irish Mobile Operators’ Code of Practice for the Responsible and Secure Use of Mobile Phones.

Further Information for Parents

We’ve recently updated our Parent’s Guide for the Responsible and Secure Use of Mobile Phones.

Sustainability

Sustainable Connections – Three’s Sustainability Strategy

We’ve called this strategy ‘Sustainable Connections’ to reflect the mutual connectedness between our business and our planet, our people, and the communities where we work.

You can find our full Sustainability Strategy here.

Our Planet

Take Action on Climate Change

To minimise the effects of climate change, it is imperative that everyone, including businesses actively manage their carbon footprint. Since 2021, we have measured and monitored emissions to identify and avail of improvement opportunities.

These include energy reduction such as switching to LED lighting in our Limerick contact centre, trialling the roll-out of solar panels at our mobile radio sites, and a focus on maintaining our high-levels of renewable electricity.

Three Ireland has set environmental targets and identified programmes of work that build on our work to date to lower our direct emissions.

In 2022, our parent company CK Hutchison Group Telecoms set science-based targets aligned to a 1.5 degree pathway, verified by the Science Based Targets initiative. Three Ireland’s emissions footprint sits within this target. Three Ireland is currently developing a detailed emissions reduction pathway for 2030 to support the delivery of the group target.

Our Planet

Promote a Circular Economy

A circular economy focuses on eliminating waste in product design and extending a product's useful lifetime. It aims to maximise the elements within a product and the embodied energy involved. Models include sharing, leasing, reusing, repairing, refurbishing, and recycling.

We will focus on offering circular economy products and services to our customers over the lifetime of our sustainability strategy. We have a trade-in programme for reuse, repair, and recycling phones to extend their lifecycles and reduce e-waste. We are also developing a Device as a Service (DaaS) programme for business customers who can lease devices rather than own them. We will grow both of these programmes over time. In addition, we will continue to work with our suppliers to identify sustainable products and accessories to include in our range. Finally, we will focus on responsibly managing network waste equipment.

Our Planet

The targets to support our planet

Emissions Reduction

• Develop and implement local emissions-reduction strategy to support the delivery of the CKHGT Science-Based Targets

Energy

• Maintain renewable electricity levels at 100% for directly procured electricity

Business Travel

• Implement sustainable travel programme: By 2030, achieve a 25% reduction in business travel emissions per FTE

Circular Network

• By the end of 2025 Ensure that 100% of decommissioned network equipment is reused or responsibly recycled

Circular Products

• Ensure that 100% of our new Three Ireland consumer SIMs are Eco-SIMs by the end of 2023
• Introduce eSIM offering by the end of 2023

IOT

• Support Ireland’s decarbonization targets through the deployment of 2.6 million smart meters across Ireland by 2026 to enable consumers to better manage their energy usage

Our People

Create Great Places to work

We recognise that our people are our greatest asset. Two of our core values are how we 'Appreciate each other' and 'Work as one team.' We also believe hybrid post-pandemic employees have additional flexibility, development, and engagement needs. We are constantly refining our employee proposition to match these.

We know the value of developing our people, and we’re delivering our development initiatives in many new and exciting digital ways. We’re also using insight from our employee surveys and from sponsors across the business, to enhance our already comprehensive development programme that caters to our people on an individual level.

We recognise the importance of a diverse workforce that reflects society and the positive impact this has on employee culture and business performance. At Three, we want people to feel comfortable being their authentic selves at work. We believe an inclusive culture underpinned by respect is the foundation of a diverse organisation. Reflecting this, in 2022,Three Ireland received an Investors in Diversity Gold award from the Irish Centre for Diversity. Providing everyone with this kind of workplace environment is a journey and a long-term commitment. It's one we're excited to make.

Finally, we understand the dual benefit of employee volunteering and fundraising to Three Ireland and our charity partners. Therefore, we identify opportunities for employee involvement to broaden and deepen our societal impact.

Our People

The targets to support our people

Diversity, Inclusion & Belonging

• By 2030 achieve a 50/50 gender balance in leadership

Our Business

Create a thriving digital economy

Continuously upgrading our network and investing in network security are of utmost importance to us. Three has to date invested over €2 billion in building our business in Ireland. This includes a €820 million investment in upgrading and expanding our network and in Three’s digital transformation, which will deliver a cutting-edge experience for both our customers and our employees. .
Annually, Three continues to invest over €100 million into our business to ensure we continue to deliver the best network, experience and service for our customers. This has resulted in 99% 4G coverage and Three’s 5G network being available to customers in every county.
Our digital economy goal also focuses on digital inclusion – ensuring people can access and engage with digital technologies. We realise the importance of digital upskilling alongside digital access. In addition to access, we also want to ensure that people across Ireland can engage in the digital economy. Through our Sustainability Strategy, we will develop a digital inclusion programme with a focus on skills in order to maximise our impact. To enable a positive digital experience.

Our Business

Operate responsibly and with integrity

Good governance, transparency, and accountability are the cornerstone of our business. ‘Take responsibility’ is one of our core values. We ensure we have the correct systems, policies, and procedures to manage our business responsibly and ethically and support and protect our colleagues, customers, and stakeholders.

Cybersecurity is paramount for us as a telecommunications company. We make sure our network, IT, and services are secure, reliable and high performing for our customers to enjoy their experiences

Our customers and stakeholders put their trust in us to protect their data. We have stringent data privacy policies and procedures to ensure this trust is upheld.

Our enterprise risk management system allows us to identify critical risks and opportunities across the business. In preparation for the Corporate Sustainability Reporting Directive (CSRD) reporting, we will focus on climate scenario analysis and the associated climate risks and opportunities for Three Ireland.

Our Business

The targets to support our business

Sustainable Procurement

• Complete sustainability assessment across our supply chain to cover 95% of our spend by the end of 2023
• Introduce mandatory sustainability training for Three Ireland employees and achieve a 95% compliance target by 2023

Recycle

Three Recycle

We operate a mobile phone recycling service for electronic and electrical devices. It’s a postal service. To use the service please email contactus@fonua.com and request an envelope for the mobile phone or device that you wish to recycle. Fonfix will then be in touch to arrange details with you, to get your device to their facility for recycling. Please make sure that you all your data and contact numbers have been deleted from your mobile phone.
Alternatively you can recycle your phone at any WEEE Ireland local civic amenity centres. You can view a list of locations here.
Producer Register No.756 WB

Accessibility

We want to make sure that all of our customers get the best out of our network and services whatever their age, needs and abilities. Three is always increasing the range of services and support provided online and many of your product or service requirements will be addressed through www.three.ie. 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

Your normal browser will have its own accessibility options or free downloads to increase accessibility options and improve your browsing experience.

• Firefox
• Google Chrome
• Safari
• Internet Explorer
   

Phone Information

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

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, predic-tive 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.

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.

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.

Irish Text Relay Service

Irish Text Relay Service (ITRS) is a service provided for deaf or hard of hearing people in the Republic of Ireland. ITRS allows translation of text into voice and voice into text to help with making and receiving calls. This service is accessible from the Three network.

Previously, customers using text relay required access to a Minicom terminal, however ITRS now incorporates multimedia access via new app services. You can now make and receive text relay calls through a range of PC or mobile media devices. Existing customers can continue accessing the service using minicom text telephone terminals without making any changes.

ITRS is available 24 hours a day. Customers can avail of the service by downloading the Irish Text Relay Application (App) and accessing the service through one of the following freefone numbers:

ITRS Service Access Freefone numbers

• Deaf callers dialling a hearing person: Freefone 1800 207 900
• Hearing callers dialling a deaf person: Freefone 1800 207 800
• Customer Support: Freefone 1800 430 530

For further information regarding the ITRS and how to access the service, please visit www.itrs.ie
 

Accessibility Apps

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

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

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

Picking the Right Price Plan

We have plenty of plans to choose from that suit how you use your phone, whether that’s voice, text or data. You also can choose from a range of price plans and add-ons on prepay or bill pay to suit you. If you'd like advice on which plan is best for you, please contact us. You can also drop into one of our 3Stores or call customer care on 1913.
 

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.
 

Registering your requirements

You can register your requirements, including product and service preferences, billing preferences, equipment requirements and preferred means of contact by contacting our customer care team. Please click here to contact us directly via email, alternatively you can contact us via webchat which is available on our website or call us on 1913 or by post – all contact details are detailed in our Code of Practice. You can also register another person on your account, who can assist you in contacting us or querying your account. They must be registered as an authorised contact on your account to discuss your account or make changes.
 

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 SMS text messages* 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.
 

Three’s Code of Practice

Our Code of Practice sets out how Three are socially responsible and details how we deal with any billing, service or other issues. The Code outlines a minimum set of standards that apply to the handling of complaints by Three. For more information click here.

Should you require a copy of the Code in any particular format, please let us know.
 

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.

The service operates as follows: First dial 196. The agent will then ask you, in sequence, for your PIN number, your name, and the name and address of the person/company whose number you require.

Customers should have a means of recording the numbers close to hand.

If for any reason you are unable to make the call yourself, you can have somebody else do so on your behalf.
 

Phone Testing & Returns

If you have bought a phone in-store and use a hearing aid/cochlear implant, you can return your device if it does not meet your specific hearing needs. You have a 14 day cancellation right from the date of purchase and you will need to provide certification by a registered medical practitioner. The device must be returned undamaged and in its original packaging. You will be responsible for any charges which apply for using Three service.
 

Useful Links

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

• National Disability Authority: www.nda.ie
• Commission for Communications Regulations (ComReg): www.comreg.ie
• Disability Federation of Ireland: www.disability-federation.ie
• National Council for the Blind of Ireland: https://www.ncbi.ie

Zero Tolerance Policy

At Three, we believe in a better Connected Life. As part of our mission to connect people, we respect and protect our employees and our customers – and we constantly make sure that Three is a safe place for everyone. We believe that everyone has the right to be treated with dignity and respect, and we have zero tolerance towards bullying and harassment in any form. On that basis, we have implemented a zero tolerance statement for such abusive behaviour, which you can read in full at here.

Discover a better Connected Life with Three.