The legislation provides for a number of consumer protection measures that operators must provide in their dealings with you. The following are examples of these measures.
ComReg has ensured that transparent and up to date information on applicable prices and tariffs is available to you upon request from any operator offering publicly available telephone services. These tariffs must be comprehensive and up to date.
In line with the regulations, operators are obliged to ensure a specified minimum criteria is contained in their contracts with you. The minimum criteria can be summarised as follows:
- a) The identity and address of the supplier,
- b) services provided, the service quality levels offered, as well as the time for the initial connection.
- c) the types of maintenance services offered,
- d) particulars of prices and tariffs,
- e) the duration of the contract, conditions for renewal and termination of services and of the contract,
- f) any compensation and refund arrangements which apply if the contracted service quality levels are not met and
- g) the method of initiating procedures for the settlement of disputes.
Code of Practice for Handling Complaints
Operators must implement a code of practice for handling complaints. This code should make provision for the following matters
- a) point of contact for complaints,
- b) a means of recording complaints,
- c) a timeframe within which the operator concerned shall respond to your complaint,
- d) the operators procedures for resolving complaints,
- e) appropriate cases for reimbursement of payments,
- f) escalation procedures.
All operators must have their code of practice published on their website and should be able to direct you to it, should you have any questions.