Complaints & Queries

Every consumer is entitled to receive a minimum quality of service from their communications provider. ComReg's policy in relation to complaints and queries is set out below:

ComReg

The aim of ComReg's complaints policy is to empower consumers to take direct action regarding poor service provision, quality or other issues. The primary emphasis is to provide users with sufficient relevant information so that they can deal with their service providers and to ensure that operators have adequate procedures in place to address customer issues (not all issues are complaints). Consumers can contact ComReg for information but ComReg can not act on a consumer complaint until the operator's complaint handling process is completed. The primary responsibility for complaint resolution must be retained by the operator, as they have the direct relationship with the consumer.

ComReg's complaint resolution powers

Under the 2002 legislation, ComReg has been given a function to investigate consumer complaints. Our ability to act upon a consumer's complaint depends on the particulars of the issue raised and our relevant legal powers. For issues that have a direct regulatory bearing, for example, contravention of a regulatory obligation, then ComReg can intervene to address the issue. Where communications companies supply products or services which do not fall within the definition of "electronic communications services" (examples would include mobile phone handsets, telephone answering machines, pay TV services), ComReg can not act directly on the consumer's behalf. However, the operator's own procedures should be used for seeking redress.

It is important to note that ComReg does not currently prescribe compensation as a remedy for any consumer complaint. Operators may, depending on the circumstances, offer compensation as a goodwill gesture but this is totally at their discretion.

Complaining to your operator

Who to contact

The primary point of contact for any complaint or query will always be your operator. ComReg has established frameworks on a Code of Conduct for the handling of consumer complaints by telecommunications operators. Each operator's code sets out the procedure for making a complaint and the level of service that a customer can expect. Operators should provide a copy of their code of conduct to any customer who requests a copy. In addition operators should have a copy available on their website.

Where a customer is dissatisfied with the initial response to their complaint they can request that the complaint is escalated to a higher level within the organisation for further examination. Each operator has pre-defined internal complaint escalation paths to ensure that the complaint is properly considered.

Click here to view links to fixed line operators contact details.

Lodging your complaint/query with ComReg

ComReg can seek to resolve disputes between consumers and operators where the operator's own dispute resolution process has broken down.

Tips for making a complaint

Checklist when contacting ComReg about a complaint

Ø You should first speak to your service provider about the complaint.

Ø You should have exhausted the service provider’s complaint handling procedures.

Ø The issue giving rise to your complaint must have occurred within the previous 9 months

Ø Generally, you should be the person who has experienced the service failure (the account holder for telecoms complaints). However, in some circumstances ComReg will work with other people or organisations.

Details you should give ComReg about your complaint

Ø Your contact details including a mobile telephone number if possible.

Ø The account name and account number.

Ø Details of the complaint, including the complaint reference number.

Ø Details of previous dealings with the service provider.

Ø A clear idea of what you hope to achieve by raising your complaint.

ComReg can only investigate a complaint if the consumer has firstly exhausted an operator's complaint handling process as set out in its Code of Conduct for Complaint Handling.

Provided the issue has occured in the previous 9 months, ComReg will examine whether the issue raised can be appropriately dealt with by this office - i.e. whether the subject matter of the complaint falls within our powers. If so, ComReg will review the details of your individual complaint and if appropriate, will intervene with the Operator to re-examine the complaint in light of any relevant regulatory obligations.

Once referred, the operator remains responsible for both maintaining contact with the customer and resolving the issue itself. ComReg will monitor progress within this process and once notified by the operator that the matter has been closed, our consumer team may decide to contact the customer to ensure the complaint is resolved.

If ComReg does not have the power to intervene, we will attempt to inform the customer of any appropriate body with whom the matter should be raised.

Click here for ComReg's online query / complaint submission form.

Alternatively, you can call ComReg's Consumer line on 1890 229 668.

Information for consumers

Every consumer is entitled to receive a minimum quality of service from their communications provider. Where there is competition for the supply of services, it is a matter for individual consumers to choose a provider based on a trade off between price and service quality. In order to enable telephone users to make an informed choice, ComReg requires all companies who offer telephony services to comply with a Code of Practice when presenting information on prices. The Code requires that price information is accurate, comprehensive and is accessible.

In order to meet the other elements of information required to allow informed choices, ComReg has issued guidelines to telephony providers on what information they must specify in their contracts with customers. In particular, contracts should clearly state the services and the service level offered, i.e. what the company promises to provide to you. While it is not mandatory for companies to offer compensation where promised service levels are not met, as a consumer you have rights under contract law and general consumer law.

Where your expectations (in light of the service chosen and the operator's commitments) are not met, you should contact your operator to have the problem remedied or, where this is not possible, an adequate explanation of the situation.