Accessibility Statement

At Three we strive to provide our customers with a better-connected life through meaningful products, best in class service and a connected network experience. We want to ensure that all customers get the best out of our network and services – regardless of their age, needs or abilities.

Three is committed to making its platform(s) accessible, in accordance with European Union (Accessibility Requirements of Products and Services) Regulations 2023.

Three’s platforms are designed to comply with the technical standard for websites and mobile apps, EN 301 549 v.3.2.1. This closely follows level ‘AA’ of the  Web Content Accessibility Guidelines 2.2 level AA.

Accessibility Support

To ensure that all customers have a positive experience with our services, we have some guidance listed below to help you to navigate the accessibility features available from Three.

Accessible Customer Care

We are committed to ensuring that all of our customers can access the services they need with ease. If you have any specific accessibility requirements, you can register by filling in this form. Once you have completed the form, you will receive an acknowledgement email confirming that your registration request has been initiated. Your registration will be processed within five business days. If any required information is missing, we will contact you during this period to request the necessary details.  We have listed below other channels that can be used for registration if form does not work for you.

Once you are registered with us, we invite you to use our dedicated free phone number 1800-944785, where our trained team are available to provide you with support. (For Registered customers only, click here to register).

Multiple support channels

Customers with accessibility needs can reach us through multiple channels in case of any difficulty or support need:

  • Online: Accessibility registration form
  • Phone: Call 1913 or our dedicated freephone 1800-944785 (for registered customers)
  • In-store: Visit any of our 60 retail stores nationwide
  • Live Chat: Available via our website for real-time assistance https://www.three.ie/contact-us.html
  • Email: Contact us via our support page

Three’s Customer Care team is fully trained in accessibility to support all customers effectively. Support is available through multiple channels including online, by phone, in-store, and via live chat. We ensure that all customers receive consistent and high-quality service across all channels, with equal attention to accessibility needs.

Accessibility Enhancements:

  • Customers can flag accessibility needs on their account for tailored support.
  • Our systems are designed to recognise flagged accounts and make support teams aware of the accessibility need.
  • We offer accessible billing formats, third-party account management, and Real-Time Text (RTT) for emergency calls.
  • Accessibility awareness training is provided to all customer care staff.
  • We have updated our website/app to ensure it meets accessibility standards

Below are the detail changes/improvements we've made to help all our customers enjoy our services and products. We are continually working to improve them.

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

Three's platforms are designed to be compatible with the following most used assistive technologies:

  • The latest version of Google Chrome, Microsoft Edge, Firefox, and Apple Safari browsers;
  • In combination with the latest versions of NVDA, VoiceOver and TalkBack.

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

Technical specifications

The accessibility of our platform(s) rely on the following technologies to work with the particular combination of web browsers and any assistive technologies or plugins installed on your computer:

  • HTML
  • WAI-ARIA
  • CSS
  • JavaScript
     

Accessible Device Support

Device Support Hub

Our device support hub has information on a range of different devices and their key features, including their accessibility functions. To view the hub, click here.

 

Audio and Visual Support

Irish Text Relay Service

Three provides access to the Irish Text Relay Service (ITRS), which is a service we have developed and funded in partnership with other industry operators to facilitate deaf or hard of hearing people to make and receive calls. The full details of the service are available at the ITRS official website.

Accessible Directory Enquiries

If you are unable to use the online or printed phonebook due to an accessibility requirement you can register for the free 196 directory enquires service. Firstly, you must call 1800 574 574 to obtain a registration form. As part of registration, you will need to provide certified confirmation that you are eligible to register for the 196 directories enquires service. Once you are registered you will be allocated a unique PIN number. From then on, each time you dial 196 to reach the directory inquiries service, you provide your PIN to the 196 operators to make a directory inquiry. The call to 196 directory inquiries service is free.

Third Party Account Management

If you need a friend, relative, or third party to manage your Three account, you can register for third party account management. They must be registered as an authorised contact on your account. They will not be permitted to make changes without your additional consent. To nominate the person, please contact us here, call us on 1913 or visit one of our 60 retail stores around the country..

Accessible Billing

We've partnered with a range of third parties to bring you your bills in accessible formats to meet your needs, including braille and large print. If you are post-pay customer and wish to change your billing format, please contact us here, call us on 1913 or visit one of our 60 retail stores around the country.

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 can find out how it works on their website https://112.ie/.

Real Time Text (RTT) for Emergency Calls

Real-Time Text (RTT) is a communication method that lets you send and receive text instantly as it's being typed, letter by letter, without having to hit "send."  It works during a voice call and is a supplement to the voice call.  This service is available for Person to Person calls and emergencies when customers dial 999 or 112 (on-net only).

This service gives voice callers two options when contacting emergency services:

  1. Connect using a standard voice call
  2. Connect using Real Time Text (RTT) with the standard voice call.

RTT is particularly useful for customers with hearing or vocal accessibility needs. It is also effective in certain emergencies when silent communication with emergency services might be required for safety. Currently this service is available for Android users. We are working towards introducing this service for Apple devices as well.

In order to use RTT service, customers device must:

  • Be enabled for VoLTE and RTT
  • Both VoLTE and RTT switched on in the device
  • Have up to date software

 

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. The device must be returned undamaged and in its original packaging. You will be responsible for any charges which apply for using Three service during the 14 day period.

 

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. We also provide best tariff advice and end of contract notifications. If you'd like advice on which plan is best for you, please contact us here, call us on 1913 or visit one of our 60 retail stores around the country.

 

Have you a Prepay Phone? Topping up is easy with Three.

Register for My3 to check your balance and top up yourself, friends or family with your debit or credit card. Visit My3 or download the My3 app from our website, Apple app store or Google Play. With My3, we can top up for you once your credit drops below the balance you’ve set. This is done by scheduling a weekly or monthly top up, and is a handy way of keeping track of your spending.

Instant top up

  • Online: Use your mobile or go online to top up instantly using your debit or credit card at three.ie You can top up friends and family on Three, too.
  • Call: Free call 1744 and choose the top up option. You can use your debit or credit card and choose the amount to top up by. You can securely save your card details for future use if you like.
  • Text: Freetext 'TOPUP', the amount (in Euros) and the last four digits of your registered card to 50100, eg 'TOPUP 20 1234'.

Cash top up

Buy a voucher from your local 3Store or at your local shop. Call: Activate your top-up by calling 1744 and follow the instructions. Text: Text TOPUP + voucher number to 50272 to use your voucher. My3: You can also log onto My3 to activate your voucher online.

Need to talk but have no credit?

We'll text your friend asking them to call you. Just free text 'Call Me' followed by the mobile number you'd like to call you back to 50100.

Want to check your balance?

Call 1745 to see your balance on screen or dial 1744 to hear it anytime anywhere - free. Alternatively, visit My3.

 

Accessibility Awareness Training

All new staff and employees receive accessibility training. Regular refresher courses ensure concepts stay up-to-date, with training reviewed and updated as needed. Three’s Customer Care staff are trained to support customers with accessibility needs, handling queries or complaints effectively. Support is available equally online, by phone, in-store, and via live chat, ensuring consistent and accessible service across all channels.

Three’s Code of Practice

Our Code of Practice sets out how Three is 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.

Compliance Status 

We are working to make our platforms fully compliant with technical standard EN 301 549 v.3.2.1 and the Web Content Accessibility Guidelines 2.2 level AA. See ‘Non-accessible content’ for more details.

Three is committed to providing platforms that are accessible to the widest possible audience, regardless of technology or ability. This commitment ensures a more inclusive and usable experience for all our customers

We are currently working with Vially and Vision Ireland to ensure we meet accessibility standards. We are continually improving the user experience for everyone and adhering to the required accessibility standards.

The Web Content Accessibility Guidelines (WCAG 2.2) defines requirements for designers and developers to improve accessibility for people with disabilities.

A shield-shaped badge with a dark blue background. At the top, "WCAG 2.2 AA" is written in white. Below that is the Vially white logo. A ribbon across the middle of the shield reads "PARTIALLY COMPLIANT" in white. At the bottom, two light blue chevron shapes contain the numbers 2025.

Non-accessible Content 

Despite our best efforts to ensure the accessibility of our platform(s), we are aware of some limitations, which we are working to fix. Below is a description of known limitations and potential solutions. Please contact us if you encounter an issue not listed below.

Known limitations for Three:

  • Keyboard/Screen reader navigation is not yet accessible on parts of our platform(s).
  • Skip to content link is not yet implemented.
  • Images – we are actively working through images to add contextual alternative text.
  • Videos – we are prioritising adding closed captions and audio descriptions to our videos.
  • Forms – we are currently working through forms to add accessible error validation and focus.
  • Link Text – we are working to remove links named ‘click here’ and ‘find out more’ where possible, links will be given clear labels.
  • Correctly structured content with good heading usage – we are creating logical heading structures on our pages.
  • Cross operating system compatibility – has not yet been implemented in every section. We are currently updating CSS for desktop and mobile.
  • Mobile navigation – along with cross operating system compatibility, once CSS has been updated, we will audit for mobile navigation and ease of use for screen readers.
  • Third-party content – there are areas of our website/app(s) controlled by third-party companies. Three is collaborating with those parties to ensure compliance.

The above Compliance status statement was prepared by Vially where Vially performed a blend of manual and automated accessibility tests using multiple platforms; Windows (JAWS, NVDA), Mac (VoiceOver), iOS (VoiceOver) and Android (TalkBack) and their native accessibility tools. A detailed issue log was created to measure against WCAG 2.2 standards. These issues were presented to the development team who are amending these issues and bringing the Three platform(s) in to WCAG 2.2 AA compliance.

The statement was last reviewed in August 2025.

Useful Links

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