Universal Service

ComReg has put in place a regime to ensure that a basic set of telecommunications services are available to all consumers throughout the country. This is known as the principle of Universal Service.

A number of consumer protection measures have also been introduced which are designed to protect you when dealing with your service provider.

Universal Service Obligations (USO)

The concept of Universal Service is designed to ensure that every person can receive a basic set of high quality telecommunications services, no matter where they live, at an affordable price. Eircom is the designated 'Universal Service Provider' (USP) and has a number of obligations regarding the provision of certain services.

What are Eircom's Universal Service Obligations?

Eircom's obligations under the USO are listed below. Further details can be obtained on these issues from Eircom.

Provision of a Telephone Line

On receipt of a reasonable request, Eircom must provide telephone lines to every premises throughout the State. Eircom has a dispute process to deal with any issues that arise in this context.

Provision of Public Payphones

Eircom must provide payphones throughout the State to meet the reasonable needs of users in terms of geographical coverage and accessibility. In order to increase the level of transparency for users, Eircom must also publish an annual statement regarding its USO payphone strategy, including specific procedures for the removal/re-siting of payphones (including notification to the local community) and an escalation process in the event of disputes. Eircom must also publish information on changes in its payphone base.

Provision of Directory Services

Eircom must provide users with a printed phone book, free of charge, and offer directory enquiry services to users throughout the State. Every user has the right, through their line rental provider, to an entry in the telephone directory. A CD format of the directory must also be made available (a charge applies).

Provision of Services to Users with a Disability

Eircom must offer particular services to ensure that users with a disability have access to Universal Services (click here for more information on Universal Services). They have also published a Code of Practice governing the provision of such services.

Mechanisms to allow consumers to control their expenditure

In order to assist users in controlling their telephony expenditure, Eircom is required to offer:

itemised billing, free of charge;
call barring facilities for local, national, international and mobile numbers, with the barring of premium rate calls free of charge; and
the facility for the phased payment of connection fees, via direct debit.

Eircom also publishes a policy regarding the disconnection of telephone lines for non-payment of bills.

Affordability

Affordability is currently maintained through a combination of a Price Cap mechanism and the Low Users Scheme. The Department of Social, Community and Family Affairs also operates a Telephone Allowance scheme.

What is a price cap?

The existing Price Cap was imposed on Eircom from October 2007. For the first year of the price cap, access prices were subject to a price freeze, in subsequent years the Price Cap ensures that Eircom cannot increase the prices by more than the rate of inflation (CPI as published by the Central Statistics Office). The access services included in the price cap are PSTN and ISDN line rentals and connections.

What is a low users scheme?

The main aim of the 'Low Users Scheme' is to limit any increases in the size of telephone bills for all customers who have a relatively low level of usage. The Eircom scheme works as follows: if a user spends on average less then €11 a month on calls alone, they can now pay an initial subscription fee of €22.50 (incl. VAT) per month. This will include line rental, local, national, fixed to mobile and international calls up to a value of €5.00 (incl VAT). It should be noted that once a customer exceeds the €5.00 worth of free calls they will pay double on calls up to €6 - €11, after which they will revert to standard call rates.

What is the Telephone Allowance scheme?

The Telephone Allowance is a payment towards your telephone bill which covers basic line rental/equipment (if applicable) charges and up to €40.82 (plus VAT) worth of calls in each two-monthly billing period or €20.41 (plus VAT) if you are billed monthly. If you have a hearing or vision impairment, the Allowance covers the cost of renting a special telephone, subject to availability. The allowance can only be awarded if the telephone is registered in your name.

The Telephone Allowance scheme is not limited to Eircom customers. You should contact your service provider to find out if they are taking part in the Telephone Allowance scheme.