If you have a complaint about your mobile, home phone or broadband service, you have the right to seek a resolution. Here is some guidance on making a complaint to your provider.
Before you make a complaint you should
- Consider whether you have a valid reason to complain – what was agreed with your provider should be set out in your contract, agreed terms and conditions, welcome email and/or online account.
- Note what your provider promised on service, price, speeds, installation date, minimum term, and any add-ons.
- Consider the outcome you want.
Gather evidence that supports your complaint
It may assist you if you have gathered any related documentation and can evidence the problem you are complaining about. For example if your complaint relates to billing, download the bills that show the problem. If the issue relates to service, note dates and times when faults happened.
It may help you if you have all or some of the following:
- Account number, phone number, and address;
- Dates of key events (missed appointment, service outages, disputed charges, failed repairs);
- Screenshots of error messages, speed tests, or coverage maps;
- Copies of texts, emails, web chats, and letters;
- Your contract and any provided Contract Summary information;
- Notes of phone calls (date, time, who you spoke to, and what they said).
Contact the provider using the right route
At a minimum, providers must offer the following 3 complaint handling channels:
- A freephone number;
- An electronic means of contact (e.g. email or online complaint form) where a record of the complaint can be provided on a durable medium; and
- A postal address.
Many providers also offer live chat or social media support – providers must now take certain actions in handling complaints made through these channels, namely deal with the complaint, transfer the complaint, or re-direct complainants to the appropriate complaint handling channel.
Every provider must have a Code of Practice for handling complaints which must be clear, contain certain information (including on reimbursements and compensation schemes), be up to date and also easily accessible on the home page of a provider’s website. Providers must inform end-users about the code of practice when a complaint is made.
When making a complaint you should request a complaint reference number and specify your desired outcome, such as:
- Service restoration;
- A refund or bill credit;
- Compensation for missed appointments or switching issues;
- Bill correction;
- Contract release without fees if unresolved.
Provide relevant information
You should include:
- What happened (facts, in date order);
- How it affected you (e.g. missed work, extra costs, loss of service);
- What you already tried (e.g. using a different phone);
- What you want the provider to do (e.g. restore service).
Timelines and escalation
A complaint acknowledgment must be provided within two working days and include a unique complaint reference.
All complaints must be recorded and tracked. In all cases a provider must give details of how to refer a dispute to ComReg for resolution. Providers are required to retain all records relating to a complaint made on or after 2 March 2026 for at least 12 months after a complaint is closed.
Get extra support if you need it
If you have a disability or another reason you need added support, tell your provider. Providers should offer accessible contact methods for complaints and inquiries and allow designating a third party for help, and staff should be trained to effectively address customer needs.
If a complaint about your phone or internet service remains unresolved after engaging with your Service Provider, ComReg’s Consumer Care team may be able to assist by engaging with your provider on your behalf. You can reach us through telephone, email, online form, webchat, text message, or post. Irish Sign Language support is available upon request.
