{"id":138827,"date":"2026-05-29T15:55:18","date_gmt":"2026-05-29T15:55:18","guid":{"rendered":"https:\/\/www.comreg.ie\/?p=138827"},"modified":"2026-06-11T15:25:48","modified_gmt":"2026-06-11T15:25:48","slug":"phone-and-internet-providers-required-to-publish-customer-charter","status":"publish","type":"post","link":"https:\/\/www.comreg.ie\/ga\/phone-and-internet-providers-required-to-publish-customer-charter\/","title":{"rendered":"Phone and internet providers required to publish Customer Charter"},"content":{"rendered":"<p>Since <strong>5 January 2026<\/strong>, internet and phone providers with a subscriber market share* of 0.5% or more must:<\/p>\n<ul>\n<li>Publish a Customer Charter<\/li>\n<li>Ensure it is kept up to date<\/li>\n<li>Report to ComReg on their performance against their Customer Charter commitments.<\/li>\n<\/ul>\n<h3><strong>\u00a0<\/strong><strong>Customer Charter <\/strong><\/h3>\n<p>A Customer Charter outlines the quality of customer service that individuals and organisations can expect from providers. It is information for consumers, microenterprises, small enterprises and not-for-profit organisations.<\/p>\n<p>The purpose is to ensure transparency of customer service quality, and key information about a provider&#8217;s policies, including compensation, complaints handling, and accessibility.<\/p>\n<p>Service providers must inform customers about their new Customer Charter and publish them on their website. A Customer Charter should have information about:<\/p>\n<h3><strong>Customer service <\/strong><\/h3>\n<p>Customer Charters should set out the levels of customer service a customer can expect.<\/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<h3><strong>Details of compensation <\/strong><\/h3>\n<p>Customers can find details regarding:<\/p>\n<ul>\n<li>Mandatory schemes for delays and issues with switching, 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<h3><strong>Other information also available in Customer Charters<\/strong><\/h3>\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 a Charter online, they can request a copy by contacting the service provider. Persons with disabilities may request the Charter in an accessible format.<\/p>\n<p>For full details see the <a href=\"\/publication\/summary-information-notice-implementing-a-customer-charter\" target=\"_blank\" rel=\"noopener\">Information Notice<\/a> and the <a href=\"\/advice-information\/service-provider-requirements\/your-service-providers-customer-charter\/\" target=\"_blank\" rel=\"noopener\">Customer Charter<\/a> section of our website.<\/p>\n<p><strong>* <\/strong>Calculation of market share is based on data collected by ComReg from authorised operators and published in ComReg\u2019s <a href=\"\/industry\/electronic-communications\/market-information\/quarterly-key-data-report\/\" target=\"_blank\" rel=\"noopener\">Quarterly Key Data Report<\/a>.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Since 5 January 2026, internet and phone providers with a subscriber market share* of 0.5% or more must: Publish a Customer Charter Ensure it is &hellip; <a href=\"https:\/\/www.comreg.ie\/ga\/phone-and-internet-providers-required-to-publish-customer-charter\/\"><\/a><\/p>\n","protected":false},"author":14,"featured_media":138826,"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-138827","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\/138827","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=138827"}],"version-history":[{"count":10,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/138827\/revisions"}],"predecessor-version":[{"id":139048,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/posts\/138827\/revisions\/139048"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/media\/138826"}],"wp:attachment":[{"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/media?parent=138827"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/categories?post=138827"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.comreg.ie\/ga\/wp-json\/wp\/v2\/tags?post=138827"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}