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Service Provider Code of Practice and complaints procedures

If you have a complaint about your mobile, home phone or broadband service, your service provider is required to have a Code of Practice for handling your complaint.

Under your service provider’s Code of Practice, when you complain, your service provider must acknowledge the complaint and provide a complaint reference number within two working days.  Your complaint should be resolved in 10 working days and if not, you must receive a communication about its resolution timeframe. We have advice and information on your service provider’s Code of Practice and what to expect when complaining to your service provider, which includes information on making complaints, the process for resolving complaints and where service providers must publish details of their Code of Practice.

If you have already complained to your service provider about your mobile, home phone or internet service, and it is not resolved after 10 working days, ComReg’s Consumer Care team may be able to intervene on your behalf and will:

  • escalate your complaint formally with your service provider;
  • actively monitor and track the progress of your complaint until it is resolved, ensuring that you receive regular updates from your service provider;
  • review your service provider’s resolution of your complaint in the context of its regulatory obligations.

Mobile, home phone and broadband service complaints must be raised with the service provider within 12 months, and Premium Rate Service complaints must be raised within 3 months, of the event occurring.

Visit our Consumer Care section for details of how to contact us. We are available by webchat, online form, telephone, email, text message or by post. An Irish Sign Language facility is available on request and we have an appointed Access Officer to assist persons with disabilities to access our services.

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