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ComReg Consumer News Q3 2022

During the third quarter of 2022 (July to September), ComReg’s consumer news and publications included the following:

Our consumer news informed consumers on how to help prevent unwanted marketing calls. We also informed consumers about their rights around receiving paper bills for Electronic Communications Services. We reminded consumers that broadband speed information is in their contract and notified of a Royal Mail industrial relations dispute in the UK and Northern Ireland.

We advised consumers of the benefits of a new roaming regulation allowing mobile phone users to ‘roam like at home’ in the EU for another ten years and of the potential costs when roaming outside the EU. We also advised consumers of ComReg’s Consumer Care team who are there to provide information, advice and support if experiencing a phone service and/or broadband service issue.

Our compliance work resulted in ComReg issuing an Opinion of Non-Compliance to Virgin Media in relation to contract termination conditions and procedures. We also notified Eircom of non-compliance regarding contract change notifications and a we issued a Notification of a Finding of Non-Compliance to Three with respect to details of prices and tariffs provided in customer contracts. Vodafone refunded approximately 74,000 customers over €2 million in “post cancellation charges” and other credits following a ComReg inquiry.

Lastly, in respect of research and reports our consumer news highlighted the Irish Text Relay Service (ITRS) Take-Up and Usage Statistics for the period January to June 2022. We published the Q2 Consumer Care Statistics with details of issues raised by consumers who contacted its Consumer Care team from 1 April to 30 June 2022 and we also published the Universal Service Eir Quality of Service performance data for Q2 2022 and Annual 2021/2022.

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