{"id":93841,"date":"2016-05-10T17:04:53","date_gmt":"2016-05-10T17:04:53","guid":{"rendered":"http:\/\/comreg.isobar.ninja\/gearain\/post\/dispute-resolution\/?lang=ga"},"modified":"2021-09-22T12:40:18","modified_gmt":"2021-09-22T12:40:18","slug":"reitigh-diospoide","status":"publish","type":"page","link":"https:\/\/www.comreg.ie\/ga\/comhairle-eolas\/forbhreathnu-ar-an-bpost\/reitigh-diospoide\/","title":{"rendered":"R\u00e9itigh D\u00edosp\u00f3ide"},"content":{"rendered":"

Dispute Resolution by your Postal Service Provider<\/span><\/h2>\n

All postal service providers, including An Post, must make have \u2018procedures for resolving disputes\u2019 in their code of practice in accordance with the Communications Regulation (Postal Services) Act 2011 (“the 2011 Act”).<\/span><\/p>\n

ComReg suggests that dispute resolution procedures within a postal service provider’s code of practice include a postal service user advocate mechanism (“the Advocate\u201d), either internal or external to the postal service provider, whose role is to independently assess the previous actions and decisions taken by the postal service provider regarding the complaint.<\/p>\n

Postal service providers should nominate an Advocate\u00a0independent of its customer service and operations sections, enable postal service users easily lodge a complaint for independent review and provide a timely response to the complainant. See “Complaints and Redress Procedures: Guidelines for Postal Service Providers”\u00a0ComReg Document 14\/06 <\/a>for more information.<\/p>\n

Click here <\/a>to be redirected to the An Post website for details of how to request the An Post Customer Advocate review a complaint.<\/p>\n

Dispute Resolution by ComReg \u2013 Section 43(3) Procedures<\/span><\/h2>\n

If you are not satisfied with all the steps taken by An Post, or another authorised postal service provider, to resolve your complaint, or with the results of their independent assessment of your complaint, you can ask ComReg to help resolve your dispute. These are known as Section 43(3) dispute resolution powers<\/strong>.<\/span><\/p>\n

ComReg can only resolve disputes about\u00a0regulated postal services<\/a> and that have exhausted all the steps of the postal service provider\u2019s Complaints and Redress Procedures (or Code of Practice).<\/p>\n

The following documents should be reviewed and completed in the event that ComReg\u2019s assistance with a 43(3) dispute resolution is sought:<\/p>\n