Consultation on the Code of Practice for Complaints Handling

ComReg is consulting on a review of minimum requirements for complaints handling codes of practice for phone and internet service providers and other providers of electronic communication services. The closing date for submissions is 27 May 2025. ComReg is reviewing the existing requirements (ComReg D04/17), to enhance protection for end-users regarding complaints with providers and to improve clarity for both end-users and providers.  This review is in light of legislative changes and practical experience. ComReg’s proposed measures are aimed at helping consumers have their complaints addressed promptly and effectively and to address instances where consumers may be delayed or frustrated in making a complaint. Included are measures concerning when, how and in what circumstances a complaint may be made, how complaints are to be responded to and recorded, and the information consumers can expect to receive from their provider in relation to complaints. In summary, ComReg is proposing that;

• more information is given to consumers when they first contact a provider about the process of making a complaint;
• consumers will be able to obtain a copy of written submissions made to a provider regarding their complaint in certain instances where an electronic means of contact is used (e.g. online form, webchat etc);
• an issue raised through a complaint handling channel will be deemed to be a complaint after 2 working days under certain circumstances;
• consumers that express dissatisfaction about a proposed resolution to an issue raised will be given a complaint reference number and have other consumer rights triggered earlier;
• a provider issues a ‘Complaint Update’ if the advised timeframe to resolve a complaint will not be met and that a ‘Complaint Response’ will issue in all cases and will inform consumers of their right to refer a dispute to ComReg where relevant; and
• certain key communications are to be issued to consumers on a durable medium.

ComReg is also proposing requirements concerning complaint record retention, information to be contained in a provider’s complaints handling code of practice, the publication of the code of practice and has proposed updates and additions to some definitions and terms used. ComReg invites responses to the questions set out in the consultation and draft decision and, having considered responses, ComReg will publish its response to consultation and final decision. ComReg is proposing that the revised requirements will take effect 3 months following the publication date of the final decision. To make a submission please contact us by post or email: Subject Line: Submissions to ComReg 25/23 Email: retailconsult@comreg.ie Post: Commission for Communications Regulation, Retail Policy One Dockland Central, 1 Guild St., North Dock, Dublin 1, D01 E4XO, Ireland Deadline: 5pm on 27 May 2025 If interested parties require any clarification or have any questions on the further consultation, please contact ComReg by email using the above address.