{"id":132039,"date":"2024-11-14T16:28:53","date_gmt":"2024-11-14T16:28:53","guid":{"rendered":"https:\/\/www.comreg.ie\/?p=132039"},"modified":"2024-11-22T11:04:21","modified_gmt":"2024-11-22T11:04:21","slug":"service-provider-complaints-procedures-and-code-of-practice","status":"publish","type":"post","link":"https:\/\/www.comreg.ie\/ga\/service-provider-complaints-procedures-and-code-of-practice\/","title":{"rendered":"Service Provider complaints procedures and Code of Practice"},"content":{"rendered":"<p>Your mobile, home phone or broadband service provider is required to have a Code of Practice for handling complaints.<\/p>\n<h3><strong>What happens when you make a complaint<\/strong><\/h3>\n<p>When you make a complaint:<\/p>\n<ul>\n<li>your service provider must acknowledge the complaint and provide a complaint reference number within two working days.<\/li>\n<li>Your complaint should be resolved in 10 working days. If it is not resolved, you must receive a communication about its resolution timeframe.<\/li>\n<\/ul>\n<p>We have advice and information on your service provider\u2019s Code of Practice and <a href=\"\/advice-information\/consumer-care\/service-provider-codes-of-practice-and-complaints-procedures\/\" target=\"_blank\" rel=\"noopener\">what to expect when complaining to your service provider<\/a>, including on:<\/p>\n<ul>\n<li>making complaints;<\/li>\n<li>the process for resolving complaints; and<\/li>\n<li>where service providers must publish details of their Code of Practice.<\/li>\n<\/ul>\n<p>If you have already made a complaint to your service provider that is not resolved after 10 working days, ComReg\u2019s Consumer Care team may be able to intervene on your behalf and will:<\/p>\n<ul>\n<li>escalate your complaint formally with your service provider;<\/li>\n<li>actively monitor and track the progress of your complaint until it is resolved, ensuring that you receive regular updates from your service provider;<\/li>\n<li>review your service provider\u2019s resolution of your complaint in the context of its regulatory obligations.<\/li>\n<\/ul>\n<p>Complaints must be raised with the service provider within 12 months of the event occurring.<\/p>\n<p>Visit our <a href=\"\/advice-information\/consumer-care\/\" target=\"_blank\" rel=\"noopener\">Consumer Care section<\/a> for details of how to contact us. We are <a href=\"\/advice-information\/consumer-care\/contact-our-consumer-care-team\/\" target=\"_blank\" rel=\"noopener\">available by webchat, online form, telephone, email, text message or by post<\/a>. 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.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Your mobile, home phone or broadband service provider is required to have a Code of Practice for handling complaints. What happens when you make a &hellip; <a href=\"https:\/\/www.comreg.ie\/ga\/service-provider-complaints-procedures-and-code-of-practice\/\"><\/a><\/p>\n","protected":false},"author":14,"featured_media":132038,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[73],"tags":[],"class_list":["post-132039","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-consumer-news"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/132039","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/users\/14"}],"replies":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/comments?post=132039"}],"version-history":[{"count":18,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/132039\/revisions"}],"predecessor-version":[{"id":132741,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/132039\/revisions\/132741"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/media\/132038"}],"wp:attachment":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/media?parent=132039"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/categories?post=132039"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/tags?post=132039"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}