In this section

Consumer Care

This page contains:

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

  • How ComReg can help in resolving a consumer complaint

  • How to contact ComReg Customer Care – ConsumerLine

  • ComReg ConsumerLine Statistics Reports

Consumer Care – ConsumerLine – Our 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 Customer Care – ConsumerLine

TelephoneTelephone number - consumers: 01 8049668
Telephone number – business consumers: 01 8049707
Emailconsumerline@comreg.ie
businessconsumers@comreg.ie
On-Line FormsQuery & Complaint Forms
Web ChatWeb Chat
TextText COMREG to 51500 (standard SMS rates apply) to receive a call back.
Text ASKCOMREG to 51500 (standard SMS rates apply) outlining the issue you need assistance with. We will respond to you by text.
IMPORTANT – Please use keyword ASKCOMREG in all text messages, including replies!
By PostCommission for Communications Regulation,
Consumer Care, One Dockland Central, Guild Street,
Dublin, D01 E4X0

 

ComReg ConsumerLine 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.

[Updated on 8 December 2020]