I have a communications issue, Who do I Contact?

Who do I Contact?

Its important that as a consumer you know which organisation to contact when you have a complaint or query. The first thing you should do is to try to resolve the issue with the company you are experiencing the problem with. If you do not get a response within a resonable timeframe or the response is unsatisfactory then you should contact the appropriate organisation.

Commission for Communications Regulation (ComReg)

Comreg is the statutory body responsible for the regulation of the electronic communications and postal sectors. The Commission was set up in 2002 and is based at the Irish Life Centre in Lower Abbey Street, Dublin.

ComReg’s remit covers the following areas:

Fixed Phone Line operators providing voice and data services
Mobile Phone operators providing voice and data services
Licensing for Fixed and Mobile Networks, Cable Television providers, Radio Communications including fixed wireless and Satellite Services.
Postal delivery network (ComReg's role in relation to postal issues is described under the postal section of this website.)

What we are doing from the Consumer perspective
We aim to maximise consumer welfare through facilitating effective competition, protecting consumers by building query and complaints mechanisms with the operators and offering advice and guidance to individual and business users.

ComReg also strives to continually empower the consumer to make their own decisions and choices through high-quality outreach programmes such as consumer advice guides, websites and interactive tariff guides.

Contacting ComReg
The first thing you should do is to try to resolve the issue with the Communications company you are experiencing the problem with.

If you do not get a response within a resonable timeframe or the response is unsatisfactory then you should contact the Consumer Team at ComReg.

How to contact the Consumer Team:
Telephone: Lo-call *1890-229 668 or 01-804 9668

*(Calls to 1890 numbers from landlines are charged at a local call rate, charges from mobile phones may vary depending on your operator)

Fax: 01-804 9671
Email : consumerline@comreg.ie

Website
www.askcomreg.ie - ComReg's Consumer Website
www.callcosts.ie - ComReg's Mobile Phone Cost Comparison Website
www.comreg.ie

Advertising Standards Authority for Ireland (ASAI)

The Advertising Standards Authority for Ireland (ASAI) is the independent self-regulatory body set up and financed by the advertising industry and committed to promoting the highest standards of advertising and sales promotion in the public interest.

Commercial advertisements in the media and sales promotions must be legal, decent, honest and truthful. The rules to ensure this are set out in the Code of Advertising Standards and the Code of Sales Promotion Practice, drawn up by the Board of ASAI following detailed consultation with all relevant interests including consumer representatives and Government Departments.

ASAI’s remit covers the following areas:
The Codes apply to commercial advertisements in the media and to sales promotions that promote the sales of goods or services. Classified private advertisements and non-commercial advertisements are among those not covered by the Codes. The Codes cover paid-for advertising and sales promotions in Irish-based media e.g. newspapers, magazines, direct mailings, radio, television, cinema, the Internet, posters and outdoor advertising

Full details on the scope of the Codes can be found on our website www.asai.ie

What we do from the Consumer perspective

The function of the Advertising Standards Authority for Ireland is to ensure that advertisers comply with the requirements of the Code of Advertising Standards and the Code of Sales Promotion Practice and to investigate complaints concerning advertisements that may be considered to be in breach of the Codes.
The ASAI accepts complaints from any person or body who considers that an advertisement or sales promotion may be in breach of the Codes.
Advertisements and sales promotions which do not comply with the Codes must be withdrawn or amended.
Cross-border advertising: If a consumer sees an advertisement in a non-Irish media, they may still complain to the ASAI who will forward the complaint to the appropriate self-regulatory organization under the agreed procedures of the European Advertising Standards Alliance Cross-Border Complaints System.

Contacting ASAI
The ASAI offices are open from 9am - 1pm and from 2pm to 5pm.
Contact details are:
Telephone - 01 6608766
Fax - 01 6608113
Website - www.asai.ie

When Consumers should Contact ASAI
If a consumer sees an advertisement or a sales promotion that they consider is misleading or offensive they can check with the ASAI if the matter comes within our scope. If they wish to make a formal complaint, they must do so in writing - either by post, fax or via our on-line complaints form at www.asai.ie. All complaints will be acknowledged initially and all complainants will be advised of the outcome of their complaint.

If the matter involved is not one for consideration ASAI will provide relevant information or will direct the complainant to the most appropriate body.

Broadcasting Commission of Ireland (BCI)

The BCI is an independent statutory organisation which was established on 1st September 2001 by the Minister for Arts, Heritage, Gaeltacht and the Islands, Síle de Valera, T.D. Its work is guided by the Radio and Television Act, 1988, the Broadcasting Act 2001 and the Broadcasting (Funding) Act 2003.

BCI’s remit covers the following areas:
The BCI is responsible for a number of key areas of activity with regard to television and radio services in Ireland. They include: licensing, the development of codes and rules, montoring, learning and development, research and information provision. The Commission is also responsible for the development and administration of funding schemes to support new television and radio programmes.

What we do from the Consumer perspective
We license independent radio and television services which aim to provide additional choice and diversity for viewers and listeners in Ireland. We are also responsible for the development of codes and rules which govern Children’s Advertising, General Advertising, Programme Standards and Access rules for the deaf, hard of hearing or blind or visually impaired.

Contacting BCI
Monday to Friday 09.00 – 17.00.
The Information Section (Jill Caulfield jcaulfield@bci.ie) is available to answer any queries on the activities of the BCI.

Website
www.bci.ie

European Consumer Centre (ECC)

ECC Dublin provides information on consumer rights in the EU and assists consumers with cross-border disputes.

ECC Dublin is a part of a network of European Consumer Centres. The centre in Dublin is funded by the European Commission and the Office of the Director of Consumer Affairs.

ECC Dublin’s provides information and assistance to consumers in the following areas:

Air passenger rights
Buying goods and services in other EU countries
Online shopping
Buying cars in the EU
Timeshare/Holiday Clubs
Package Travel

What we do from the Consumer perspective
We provide information directly to consumers via our telephone, website and email service. If a consumer has a complaint against a retailer or service provider in another EU country we intervene on behalf of the consumer with the retailer/service provider. We also help consumer access ADR (alternative dispute resolution) schemes in EU countries. We do not have any enforcement powers.

Contacting ECC
Consumers are encouraged to contact the centre via email at info@eccdublin.ie or by phone on
01 8090600.

The opening hours of the centre are Monday to Friday except Wednesday 9.30am to 5pm.
On Wednesday we close at 3.30pm.

Website
www.eccdublin.ie

National Consumer Agency

The National Consumer Agency (NCA) has been established to ensure that the voice of the Irish consumer is heard. The NCA will ensure, for the first time, that the interests of consumers are brought to the forefront of national and local decision making in Ireland.

National Consumer Agency (NCA) remit covers the following areas:

To advise the Department of Enterprise, Trade & Employment on issues of concern to consumers
To monitor international developments of relevance to consumer policy in Ireland
To initiate and implement targeted research and information campaigns on consumer issues
To raise public awareness on key issues of interest to consumers
To consult with the business sector and voluntary bodies with respect to the development of codes of practice and other consumer-related issues

What we do from the Consumer perspective
The National Consumer Agency operates a helpline to provide information and advice on issues of concern to consumers and conducts information and awareness campaigns to ensure that consumers are aware of their rights

Contacting NCA
The NCA helpline can be contacted on 1890 432 432.
The helpline is open from 8am to 6pm Monday to Friday

Website
www.consumerconnect.ie

Office of Data Protection Commissioner (ODPC)

The Office of the Data Protection Commissioner (ODPC) is responsible for ensuring that personal data are processed in accordance with the provisions of the Data Protection Acts 1988 & 2003. The Acts apply to personal data (i.e. data relating to a living person) processed (which includes stored) within this State by either private or public sector bodies.

What the ODPC does from the consumer perspective.
Apart from educational and proactive work we engage in, the ODPC also offers advice to consumers (the Acts refer to “data subjects”) as well as investigating complaints. An investigation can result in enforcement action being taken by this office, which can in certain cases result in prosecution of offenders.

Contacting the ODPC
This office does not have a dedicated “consumer team”, with all staff being capable of dealing with routine queries.
People may call in person to this office, address below, between 9:45 and 12:45 and between 14:15 and 17:00.

3rd Floor of Block 6,
the Irish Life Centre,
Lower Abbey Street,
Dublin1

Alternatively, you can phone the office at 01-8748544 or 1890-252231; fax it on 01-8745405; or e-mail it at info@dataprotection.ie.

If you wish to make a complaint to this office, you may wish to discuss the matter initially. However, any complaint must be submitted in writing (which includes e-mail) before it can be considered. If you have difficulty writing or expressing yourself, you may wish to visit the office and staff will assist you in writing a complaint. A complaint form may be downloaded or filled in online at at www.dataprotection.ie.

If the complaint concerns unwanted phone calls, faxes, texts or e-mails, please read the guideline on www.dataprotection.ie before submitting a complaint.

Complaints may only be made about the manner in which your own personal data have been processed in this State.

Website
Specific guidance may be found on www.dataprotection.ie.

Regtel

Established in 1995, Regtel is the independent Regulator of the content and promotion of Premium Rate Telecommunications Services. Regtel operates through a Code of Practice which must be observed by all Service Providers offering these services in Ireland. We are a not for profit organisation and are financed by a levy placed on the industry - in reality this comes from those consumers who use Premium Rate Services.

Regtel’s remit:

Supervise the content & promotion of Premium Rate Services.
Set standards to which the industry must comply through the Code of Practice.
Receive & investigate complaints made by consumers or organisations regarding content & promotion.
Monitor, assess & correct Premium Rate Services to comply with the Code.
Where breaches are discovered, advise the Service Provider of breach. Where appropriate, impose sanction(s).

What we are doing from the consumer perspective:

Ensure Code compliance of services before authorisation.
Monitor promotion of advertising material for Premium Rate Services.
Investigate all written complaints.
External monitoring of content of services.
Extension to complaint solutions is the introduction of Section 11 on the Regtel website – “how to unsubscribe”.

Contacting Regtel

Consumers can contact Regtel via email: info@regtel.ie, or by calling 1850 741 741 or fax 1850 741 747.

Businesses and Industry callers should contact Regtel at (01) 6767025

Written submissions should be forwarded to 3rd Floor, Crescent Hall, Mount Street Crescent, Dublin 2.

Website
www.regtel.ie