ELECTRONIC COMMUNICATIONS COMPLAINTS HANDLING – CODE OF PRACTICE – CONSULTATION

The Commission for Communications Regulation (ComReg) is responsible for the regulation of Electronic Communications Networks and Services (ECN and ECS) in accordance with EU and national legislation. The principal objectives that underpin ComReg’s proposals in this consultation are to ensure that:

• End-users of ECN and ECS can access a code of practice for complaints handling which meets at least a minimum standard;
• End-users are informed in respect of the complaints handling services provided by Electronic Communications Providers; and
• Electronic Communications Providers inform end-users of quality standards awarded for their customer care process.

ComReg’s objectives have regard to the obligations placed on electronic communications networks and service providers by Regulation 27 (Dispute Resolution)1 of the European Communities (Electronic Communications Networks and Services) (Universal Service and Users’ Rights) Regulations (“the Users’ Rights Regulations”).  This consultation therefore sets out ComReg’s proposals in respect of the following three areas: i. Minimum standard for Electronic Communications Provider’s Code of Practice for Complaints handling; ii. Electronic Communications Providers Complaints handling Statistics; and iii. Electronic Communications Providers accredited Quality standards for Complaints handling. https://www.comreg.ie/publication/electronic-communications-complaints-handling-code-practice-consultation/  All responses to this consultation should be clearly marked Submissions to ComReg 16/118 and should be sent by post or email to arrive on, or before, 5 pm on 13th February 2017 to (note change of date): Jennifer Gartland The Commission for Communications Regulation Irish Life Centre Abbey Street Freepost Dublin 1 Ireland D01 W2H4 Ph: +353-1-8049654 Email: retailconsult@comreg.ie Please note ComReg will publish all respondents’ submissions with the Response to this Consultation, subject to the provisions of ComReg’s guidelines on the treatment of confidential information – ComReg 05/24.   NB THIS CONSULTATION HAS NOW CLOSED