Prepaid Phonecards

Introduction

Many people in Ireland use prepaid phonecards to make calls. In general the phonecards, when supplied through a reputable service provider, work well and allow users to make savings on phone calls to specific destinations. However, we are aware of growing concerns that there are some phonecards that fail to meet expectations. This has led us to produce this guide.
In this guide, you will receive information regarding:

The explanation of how phonecards work
Factors to be aware of when purchasing a phonecard

How do phonecards work?

Phonecards are prepaid calling cards, which you buy for a set price, usually starting at €5. Details of how the service works are normally printed on the card, but in general:

you dial either a freephone number or a local number shown on the card;
when prompted you enter your PIN number - which is generally on a “rub out” panel on the card and is unique to the card;
you will be prompted to enter the number you wish to reach and the call will be connected.

Where can I use my phonecard?

Phonecards work off any touch-tone phone, which means that you can use them from your home phone, a public payphone or your mobile phone.

Are there any hidden charges?

The call rates by destination are usually displayed at the point of sale, but you may have to pay surcharges when using the phonecard in a public payphone or on a mobile phone.
In addition, service providers may charge a 'minimum call charge' or a 'set-up charge'. These charges are generally stated in the small print and will vary among providers.

Factors to be aware of when purchasing a phonecard

Read the terms and conditions for the use of the card - these should be on the card itself or on notices displayed at the point of sale.
Check the price list and pay particular attention to the small print for additional charges such as a daily charge if the card is not used.
Check whether minimum call charges apply and whether the call charges are per second or per minute.
Check if the supplier has provided contact details.
Check and see if there is a customer support number in case the card does not work.
Check if there is an expiry date on the card.
Check whether you can confirm the credit balance.

What should retailers be aware of when selling phonecards?

Retailers should satisfy themselves that the supplier of any phonecards is legitimate. If a phonecard does not work, the retailer is responsible for dealing with the buyer's complaint. The retailer will then have to pursue the matter separately with the supplier.

Are phonecard companies approved by ComReg?

Phonecard companies do not need our permission before they supply phonecards to the Irish market.

What should I do if my phonecard does not work?

If your phonecard does not work, complain to the retailer where you bought it.

What are my rights if the call charges are higher than advertised?

You should complain to the service provider using the contact information displayed on the card, or complain to the retailer.

About ComReg

We are responsible for regulating the electronic communications
(telecommunications, radio communications and broadcasting transmission) and
postal sectors

How can I contact ComReg?

You can contact us:

By phone (LoCall): *1890 229 668/ / 01 804 9668  (09.30am to 5.30pm)
*(Calls to 1890 numbers from landlines are charged at a local call rate, charges from mobile phones may vary depending on your operator)
By fax: 01 804 9680
By email: consumerline@comreg.ie
By post: ComReg Consumer Team
             Irish Life Centre
             Block DEF
             Lower Abbey Street
             Dublin 1
Our websites are: www.comreg.ie / www.askcomreg.ie / www.callcosts.ie

Contacting other Consumer Organisations

Click here for information regarding contacting other organisations

Legal disclaimer

We prepared this document from a variety of sources. While we took reasonable care to prepare it, we do not accept any responsibility for any loss or damage anyone may suffer by using any of this information.