{"id":135564,"date":"2025-09-05T12:09:46","date_gmt":"2025-09-05T12:09:46","guid":{"rendered":"https:\/\/www.comreg.ie\/?p=135564"},"modified":"2025-10-23T08:25:32","modified_gmt":"2025-10-23T08:25:32","slug":"revised-requirements-for-codes-of-practice-for-complaint-handling-for-internet-and-phone-service-providers","status":"publish","type":"post","link":"https:\/\/www.comreg.ie\/ga\/revised-requirements-for-codes-of-practice-for-complaint-handling-for-internet-and-phone-service-providers\/","title":{"rendered":"Revised requirements for Codes of Practice for Complaint Handling for internet and phone service providers"},"content":{"rendered":"<p>ComReg has published its <a href=\"\/publication\/code-of-practice-for-complaint-handling-minimum-requirements-for-ecs-providers-response-to-consultation-and-decision\" target=\"_blank\" rel=\"noopener\">Decision<\/a> 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).<\/p>\n<p>While service providers will have 6 months (effective from 2 March 2026) to fully implement the new requirements, the existing requirements (see <a href=\"\/publication-download\/electronic-communications-complaints-handling-code-practice-response-consultation-decision\" target=\"_blank\" rel=\"noopener\">ComReg D04\/17<\/a>) on providers will remain in force.<\/p>\n<p>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:<\/p>\n<ul>\n<li>customers have defined and transparent timelines for complaints handling including where issues are ignored;<\/li>\n<li>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;<\/li>\n<li>access for customers to a copy of complaints made electronically in writing;<\/li>\n<li>access, on a durable medium, for customers to key communications sent by a provider about their complaint;<\/li>\n<li>specific actions to be taken by providers if a customer makes contact about a complaint via a non-complaint handling channel;<\/li>\n<li>in the \u2018Complaint Response\u2019 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<\/li>\n<li>information in a complaint handling code of practice to be restricted to relevant content and include information about available compensation schemes.<\/li>\n<\/ul>\n<p>There are also new requirements for complaint record retention and the publication of a provider\u2019s complaint handling code of practice.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 &hellip; <a href=\"https:\/\/www.comreg.ie\/ga\/revised-requirements-for-codes-of-practice-for-complaint-handling-for-internet-and-phone-service-providers\/\"><\/a><\/p>\n","protected":false},"author":14,"featured_media":135565,"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-135564","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\/135564","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=135564"}],"version-history":[{"count":14,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/135564\/revisions"}],"predecessor-version":[{"id":136201,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/135564\/revisions\/136201"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/media\/135565"}],"wp:attachment":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/media?parent=135564"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/categories?post=135564"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/tags?post=135564"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}