If you are not satisfied with the steps taken by your postal service provider to resolve your complaint, or with the results of the Customer Advocate’s assessment of your complaint, you can ask ComReg to help resolve your postal dispute.
Postal Dispute Resolution is a formal process and you will need to complete and submit an application form and pay a fee before ComReg can consider resolving a postal dispute.
As ComReg is unable to consider an application for dispute resolution unless the steps of a postal service provider’s Code of Practice have been completed (see ‘Make a complaint to your provider‘ for more information), please check that you have completed the steps of your postal service provider’s Code of Practice before submitting an application to ComReg for dispute resolution.
Certain services (e.g. Express, Document Exchange, Unaddressed mail) fall outside ComReg’s regulatory remit and so disputes about these services cannot be considered by ComReg.
When submitting an application to ComReg for Dispute Resolution, it is important to present the information in a clear and comprehensive way.
Please provide copies and not original documentation – ComReg will not return submitted documents.
The following steps should be followed in the event that Postal dispute resolution is sought:
prepare your application before submitting it and the Application Fee payment form to ComReg
Complete pages 1 to 5 of the application form.
All statements in an application should be supported by documentary evidence where possible.
Please arrange the facts of the dispute in the order/timeline they occurred and make sure the information is presented in an understandable and straight-forward way.
To assist ComReg in its consideration of an application, all documentation and evidence submitted should be clearly named/numbered and a short explanation provided.
Only evidence that supports your case should be submitted. Evidence is a document or other information that is provided by a case party and is relevant to the dispute.
Please note that evidence submitted will be copied and given to all case parties and the decision-maker.
The following are examples of the supporting documentation/information that, if available, should be submitted to ComReg in support of an application for Postal Dispute Resolution:
Correspondence exchanged with your service provider relating to the complaint – including letters, e-mails or records of phone calls between you and the Postal Service Provider’s Customer Services (Step 1) and Customer Advocate (Step 2);
A photo/scanned copy of the mails retail receipt for the postal packet(s) in question, to confirm what postal service was used;
Confirmation of who was the sender and the addressee and what was the postal address detailed on the postal packet(s) in question;
Confirmation whether the value of the items in the postal packet(s) in question was declared in advance of the service provider accepting the postal packet(s) in question for transmission by post; and
Description of the materials and packaging used in the wrapping of the postal packet(s) in question and whether there were any markings made on the outer face of the postal packet(s).
This is not an exhaustive list and ComReg reserves the right to request further information/documentation should it deem it required.
In the interests of postal service users and in order to ensure all applications for postal dispute resolution are managed efficiently, ComReg requests that applications for postal dispute resolution are submitted electronically by email.
Send the completed pages of the application form together with copies of all related supporting information/documentation and the completed Application Fee payment form to the email address: postaldispute@comreg.ie.
If you are unable to submit an application electronically, ComReg can accept postal submissions.
