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Home / Advice & Information / Consumer Care

Consumer Care

This page contains:

  • Making a complaint to ComReg about your ECS or PRS service provider

  • How ComReg can help

  • How to contact ComReg Consumer Care 

  • Making a complaint to ComReg about your postal service

Consumer Care’s role

ComReg’s Consumer Care aims to inform consumers on communication issues and escalate complaints made to electronic communications (“ECS” – broadband, home phone, and mobile phone), postal, and premium rate service providers (“PRS”).

Making a complaint to ComReg about your ECS or PRS service provider

To lodge a formal complaint with our Consumer Care Team, you must first go through the following steps:

1)    Make a formal complaint to your service provider (ECS/PRS)

  • You first need to make your complaint formally and obtain a complaint reference number from your service provider.
  • Service providers are allowed 10 working days to resolve your complaint.
  • If 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.

2)    Wait 10 working days for your complaint to be resolved

  • If your complaint remains unresolved after 10 working days,you may request ComReg’s assistance in resolving the complaint.
  • Contact our Consumer Care team once 10 working days have passed
  • ECS complaints must be raised with the service provider within 12 months of the event. All PRS complaints must be raised with the service provider within 3 months of the event.

How ComReg can help

The ComReg Consumer Care team will help:

  • escalate your complaint formally with your service provider
  • monitor and track the progress of your complaint until resolved,
  • seek to ensure 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 

Click here to contact the Consumer Care team and raise a formal complaint.

Making a complaint to ComReg about your postal service

For this process, please visit our Postal Services Information Page


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