Consumer Care

Consumer Care Role

The role of ComReg’s Consumer Care team is to provide information to all consumers on communication issues and to escalate complaints to service providers electronic communications (“ECS”), postal and premium rate service providers (“PRS”).

How to make a complaint to your Service Provider (ECS/PRS)

• You need to make your complaint formally with, and obtain a complaint reference number from, your service provider under their code of practice for complaints handling – for additional details please refer to the menu on the right or click here
• Service providers are allowed 10 working days to resolve your complaint
• Where your complaint remains unresolved after 10 working days you may request ComReg’s assistance in resolving the complaint
• It is your service provider’s responsibility to resolve your complaint

Where you have repeatedly attempted to contact your service provider to make a complaint formally without success, ComReg may intervene directly with the service provider on your behalf.

ECS complaints must be raised with the service provider within 12 months of the event occurring. All PRS complaints must be raised with the service provider within 3 months of the event occurring.

How ComReg can help in resolving a consumer complaint

Where your complaint remains unresolved after 10 working days you may request ComReg’s assistance in resolving the complaint. ComReg will:

• escalate your complaint formally with your service provider
• actively monitor and track the progress of your complaint to resolution, ensuring that you receive regular updates from your service provider
• review your service provider’s resolution of your complaint in the context of its regulatory obligations

How to contact ComReg Consumer Care 

How to act on behalf of another person (Third Party Authorisation)

If you wish to be authorised to act on behalf of another person, or you wish to authorise another person to act on your behalf, please request a Third Party Authorisation application form via this online form.

To read about how ComReg processes your personal information, please see our Privacy Notice.

ComReg Consumer Care Statistics Reports

ComReg issues quarterly reports which set out for the previous quarter:

• the number ECS and PRS queries and complaints received by ComReg for mobile and fixed service providers by:
  • ECS queries vs complaints
  • ECS complaints by classification type
  • ECS issues recorded in the quarter
  • ECS complaints closed in the quarter
  • ECS complaints open at the end of the quarter
  • ECS complaints per 100,000 subscribers
  • PRS issues

For additional details please refer to the menu on the right or click here.