Sometimes issues raised by consumers with their Electronic Communications Service Provider may not be resolved after the first attempt and may lead to the consumer raising a complaint with their service provider to try to have the issue resolved. Service Providers are already required to implement a code of practice for complaint handling, however, not all consumers (including businesses) are aware of the code of practice or what is required of service providers.<\/p>\n
On Friday 30 June, ComReg published its Decision on new minimum requirements for Service Providers\u2019 codes of practice for complaint handling. Service Providers must implement the following new measures, at a minimum, to assist consumers (including businesses) when they need to contact them with a complaint.<\/p>\n
Service Provider\u2019s must also specify in their code of practice the mechanism where-by consumers (including business\u2019s) can avail of a refund if appropriate to the complaint.
\nA link to the code of practice must be published on the home page of the Service Provider\u2019s website and the code must be able to be located by consumers using certain search words on the service provider\u2019s website \u2013 for example \u2018complaint\u2019 or \u2018how to make a complaint\u2019.<\/p>\n
Please note: These new requirements must be implemented by 1 January 2018.<\/p>\n
For more information see\u00a0Electronic Communications Complaints Handling Code of Practice<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"