Consumer Care

Making a complaint to ComReg about your phone or broadband provider

ComReg’s Consumer Care team can help you with a complaint. These are the steps to follow:

• Before coming to ComReg you should first make a complaint to your provider. Every provider should have a code of practice for dealing with complaints.
• When you make a complaint to your provider you should be provided with a complaint reference number.
• Providers should make an initial attempt to resolve your complaint.
• ComReg may intervene directly with the provider on your behalf if:
  • you have completed the procedures in your provider’s code of practice; or
  • your complaint remains unresolved after 10 days.
• 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.