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Disability Act 2005

By law, ComReg must make its building, services and information accessible to people with disabilities.

The ComReg Access Officer can be contacted as below:-
The Access officer can be contacted to arrange assistance to persons with disabilities accessing the services and information provided by ComReg.

E-mail to access@comreg.ie 
Telephone: + 353 1 8049657
Fax: + 353 1 8049717


For Complaints under the Disability Act regarding Access, you should contact the Inquiry Officer as below:-

E-mail to access@comreg.ie
Telephone: + 353 1 8049657
Fax: + 353 1 8049717

Disability Act, 2005: ComReg complaints procedure

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Introduction
By law, ComReg must make its building, services and information accessible to people with disabilities.
ComReg has appointed an Inquiry Officer to investigate complaints made under section 38 of the Disability Act.

The Inquiry Officer will give a report of the investigation to ComReg’s Director of Corporate Affairs and to the person who makes the complaint.

What does the Inquiry Officer do?

The Inquiry Officer will carry out investigations in private, based on Section 39 of the Disability Act, 2005. At the end of the investigation, the Inquiry Officer will produce a report which will say

  • if your complaint is valid
  • whether there has been a failure by ComReg concerning your complaint
  • where a failure has happened, it will outline the steps to be taken to ensure future compliance

The Inquiry Officer for ComReg is Theresa Hourigan.


What is a complaint under the Disability Act, 2005?

Under Section 38 of the Disability Act, 2005 you can make a complaint to ComReg about

  • access to ComReg’s public building (Section 25)
  • access to services provided by ComReg (Section 26)
  • accessibility of services supplied to ComReg (Section 27)
  • access to information provided by ComReg (Section 28)
  • access to heritage sites (including heritage buildings or protected structures) owned, managed or controlled by ComReg (Section 29)

How do I make a complaint?

You must make your complaint in writing. 

  • Post it to:
    Theresa Hourigan, Inquiry Officer
    Commission for Communications Regulation
    Block DEF, Irish Life Centre
    Lower Abbey Street
    Dublin 1
  • Fax it to: +353 1 8049657
  • Email us at: access@comreg.ie

If you have any questions about filling out your complaint, please phone the Inquiry Officer on (01) 8049657


What happens when you receive my complaint?

We will

  • record your complaint on our electronic complaints system
  • contact you as soon as possible to tell you that we received your complaint. You should hear from us not later than five working days after we received your complaint.
  • check the complaint to make sure it relates to an alleged failure by ComReg to comply with sections 25 to 29 of the Disability Act.
  • start the investigation, if your complaint is valid

Why would my complaint not be accepted?

  • If your complaint does not relate to matters covered by sections 25 to 29 of the Act, the Inquiry Officer will let you know. You will be given reasons and, if possible, suggestions for other ways to settle your complaint.
  • If the Inquiry Officer believes that your complaint is frivolous or vexatious, you will be notified and you will be given an opportunity to respond.
If your complaint does not relate to matters covered by sections 25 to 29 of the Act, the Inquiry Officer will let you know. You will be given reasons and, if possible, suggestions for other ways to settle your complaint.

What if my complaint is accepted?

We will

  • ask you for further details
  • give full details about your complaint to the relevant members of staff of ComReg
  • ask the relevant staff members to give a full report so that the Inquiry Officer can carry out an investigation of your complaint. This report should cover all the points raised in the complaint and should include any details of guidelines/code of practice used

and we may

  • ask ComReg staff for all relevant records, if appropriate 
  • If we think it is necessary, consult all relevant staff members
  • If required, ask you for further information or comments and give you the opportunity to make further submissions.

How do you investigate my complaint?

The Inquiry Officer will

  • discuss your complaint with the relevant ComReg staff members
  • collect and review any records relevant to your complaint
  • compile a report on your complaint
  • give a copy of the report to the relevant manager, asking for his or her response to the investigation results

If there is a finding or criticism relating to a staff member in the report, the member of staff will be given an opportunity to consider the finding or criticism and to respond.


How will I hear about the outcome of my complaint?

When the investigation is finished the Inquiry Officer will send you a copy of the report into your complaint. A copy of the report will also be sent to ComReg’s Director of Corporate Affairs. We will try to respond within twenty working days. If it takes longer, the Inquiry Officer will notify you.
The report will tell you

  • what your complaint is
  • how it was looked into
  • what was found out
  • if your complaint was agreed with, parts were agreed with or  not agreed with at all, and
  • what we expect to happen next

What happens if my complaint is rejected?

You can ask the Ombudsman to become involved. The Ombudsman is responsible for dealing with complaints that have not been sorted out by our complaints procedure.

You can contact the Ombudsman in the following ways:





© 2014 Commission for Communications Regulation