{"id":134884,"date":"2025-06-27T15:31:11","date_gmt":"2025-06-27T15:31:11","guid":{"rendered":"https:\/\/www.comreg.ie\/?p=134884"},"modified":"2025-08-12T13:08:20","modified_gmt":"2025-08-12T13:08:20","slug":"a-customer-charter-to-be-implemented-by-internet-and-phone-service-providers","status":"publish","type":"post","link":"https:\/\/www.comreg.ie\/ga\/a-customer-charter-to-be-implemented-by-internet-and-phone-service-providers\/","title":{"rendered":"A Customer Charter to be implemented by internet and phone service providers"},"content":{"rendered":"<p>ComReg has published its <a href=\"\/publication\/implementing-a-customer-charter-response-to-consultation-and-decision\" target=\"_blank\" rel=\"noopener\">Decision<\/a> for service providers on implementing a Customer Charter following a public consultation.<\/p>\n<p>The Decision means internet and phone providers with a market share of 0.5% or more must:<\/p>\n<ul>\n<li>Prepare, publish and keep their Customer Charters up to date, and<\/li>\n<li>Measure and report their performance against these commitments to ComReg.<\/li>\n<\/ul>\n<p><strong>\u00a0<\/strong><strong>Customer Charter <\/strong><\/p>\n<p>A Customer Charter is a \u201cone-stop shop\u201d of information for consumers, microenterprises, small enterprises and not-for-profit organisations about the expected levels of quality of customer service from service providers.<\/p>\n<p>Service providers must inform customers about their new Customer Charters and, from 5 January 2026, must publish them on their websites, giving customers access to information about:<\/p>\n<p><strong>Levels of customer service from service provider<\/strong><\/p>\n<p>Customer Charters set out expected levels of customer service from service providers including:<\/p>\n<ul>\n<li><strong>Contacting customer service<\/strong>: Time commitment for trained customer service agents to respond via phone, chat, email, web form and post; and the role of Artificial Intelligence solutions.<\/li>\n<li><strong>Connecting a new service<\/strong>: Timeframe for acknowledging and activating new service requests.<\/li>\n<li><strong>Refunds<\/strong>: Commitment on the timeline for issuing refunds and type(s) of refund available.<\/li>\n<li><strong>Service outages<\/strong>: Notification period for planned outages and timely updates for unplanned outages.<\/li>\n<\/ul>\n<p><strong>Details of <\/strong><strong>compensation <\/strong><\/p>\n<p>Customers can find details regarding:<\/p>\n<ul>\n<li>Mandatory schemes for delays and issues with switching and porting and associated missed appointments and any other mandatory compensation.<\/li>\n<li>Any compensation for unmet commitments by service providers.<\/li>\n<li>General compensation offered by service providers.<\/li>\n<\/ul>\n<p><strong>Customer service <\/strong><\/p>\n<p>Information is available in Customer Charters, including on:<\/p>\n<ul>\n<li>Refund policy<\/li>\n<li>Accessibility statement and accessibility information<\/li>\n<li>Complaints handling code of practice<\/li>\n<li>Contact details and hours of operation<\/li>\n<\/ul>\n<p>Customer Charters can be updated by service providers at the start of any calendar quarter.<\/p>\n<p>If customers cannot access Charters online, they can request a copy by contacting the service providers. Persons with disabilities may request the Charter in an accessible format.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>ComReg has published its Decision for service providers on implementing a Customer Charter following a public consultation. The Decision means internet and phone providers with &hellip; <a href=\"https:\/\/www.comreg.ie\/ga\/a-customer-charter-to-be-implemented-by-internet-and-phone-service-providers\/\"><\/a><\/p>\n","protected":false},"author":14,"featured_media":134883,"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-134884","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\/134884","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=134884"}],"version-history":[{"count":5,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/134884\/revisions"}],"predecessor-version":[{"id":135273,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/134884\/revisions\/135273"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/media\/134883"}],"wp:attachment":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/media?parent=134884"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/categories?post=134884"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/tags?post=134884"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}