ComReg has published its Decision strengthening the current minimum requirements for the procedures which providers of electronic communications services must have for dealing with customer complaints and settling disputes (customers includes individuals and businesses).
While service providers will have 6 months (effective from 2 March 2026) to fully implement the new requirements, the existing requirements (see ComReg D04/17) on providers will remain in force.
The new requirements ensure clarity for customers in terms of their rights, what they can expect from their providers and when they can expect it. The Decision means:
- customers have defined and transparent timelines for complaints handling including where issues are ignored;
- enhanced information about the complaints process when first contacting a provider and the provision of complete, specific and relevant information at the points in time in the process where it matters most to customers;
- access for customers to a copy of complaints made electronically in writing;
- access, on a durable medium, for customers to key communications sent by a provider about their complaint;
- specific actions to be taken by providers if a customer makes contact about a complaint via a non-complaint handling channel;
- in the ‘Complaint Response’ the provider must inform customers of their right to refer a dispute to ComReg. This must be issued by a provider within a maximum of 10 working days from the day on which the Complaint was first notified to them; and
- information in a complaint handling code of practice to be restricted to relevant content and include information about available compensation schemes.
There are also new requirements for complaint record retention and the publication of a provider’s complaint handling code of practice.
