Consumer Care

Making a complaint to ComReg about your phone or broadband provider

ComReg’s Consumer Care team can help you with a complaint. The following guidance should be considered:

• Every provider must have a code of practice for dealing with complaints.
• When you make a complaint to your provider you should be provided with a unique complaint reference number.  Your provider must give you this complaint reference number within an acknowledgement of your complaint and this ‘Complaint Acknowledgement’ must be issued to you on a durable medium (to store in a way that allows future reference).
• If your provider ignores your issue or does not make a meaningful attempt to resolve it, it will be deemed to be a complaint after 2 working days.
• Providers must issue a ‘Complaint Response’ within 10 working days of the date the complaint is made.  It will set out the aspects of the Complaint that have been resolved or not resolved and further action(s) the provider will take.  It must also include information to advise when a dispute may be referred to ComReg.
• ComReg may engage with the provider on your behalf in certain circumstances such as if:
  • your provider does not acknowledge your complaint;
  • your provider does not issue you with a complaint response within 10 working days from the date you first notified them; or
  • you are dissatisfied with your provider’s complaint response.

Note: Your complaint must have first been notified to your provider in accordance with their code of practice for complaints handling within the previous 12 months.

Contact our Consumer Care team.

Making a complaint about an accessibility issue

The European Accessibility Act places additional responsibilities on providers to make their services accessible to persons with disabilities.  It contains new rules to make your phone and broadband service easier to access, understand and use by everyone regardless of a person’s age or ability.

For more information, visit the Service Provider Accessibility Requirements page.

You can contact us directly if you have a complaint about the accessibility of a service.  As we look into your complaint, we may need to ask you for further information.  We will write to tell you about the outcome of your complaint.

Complaints in relation to the accessibility of a product should be directed to the Competition and Consumer Protection Commission (CCPC).

If you have a question or complaint about the accessibility of ComReg’s services you can contact our Access Officer at access@comreg.ie

For guidance on postal complaints, please visit our postal complaints page.

For information about premium rate services, please visit the premium rate services section.