Complaints & Redress

Email info@smartpost.ie for delivery or service issues, or privacy@smartpost.ie for anything about personal information.

Please include, where you can:

• Your name and how to contact you.
• The delivery address or area involved.
• The organisation named on the item, if there was one.
• What happened and roughly when.

• We acknowledge your complaint within 5 working days.
• We investigate — this can include checking route records and delivery evidence for the area and date.
• We give you a written outcome, normally within 20 working days. If it will take longer, we tell you why and when to expect a reply.
• Where a delivery fell short, we agree a remedy with the client — for example redelivery of the affected addresses.

Every complaint is recorded in our complaints register so we can spot repeat problems in an area or on a route.

Where we delivered on behalf of a client — a theatre, club, school or company — that organisation decides who is on its mailing list. If you want to be removed from their list, tell us and we will pass your request to them promptly, and you can also contact them directly. We cannot change another organisation's records ourselves.

If you are not satisfied with how we handled a complaint about your personal information, you have the right to complain to the Data Protection Commission, 21 Fitzwilliam Square South, Dublin 2, D02 RD28 — dataprotection.ie.

More detail on how we use information is in our Privacy Notice.