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 kept up to date
- Report to ComReg on their performance against their Customer Charter commitments.
Customer Charter
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. The purpose is to ensure transparency of customer service quality, and key information about a provider's policies, including compensation, complaints handling, and accessibility. Service providers must inform customers about their new Customer Charter and publish them on their website. A Customer Charter should have information about:Customer service
Customer Charters should set out the levels of customer service a customer can expect.- Contacting customer service: Time commitment for trained customer service agents to respond via phone, chat, email, web form and post; and the role of Artificial Intelligence solutions.
- Connecting a new service: Timeframe for acknowledging and activating new service requests.
- Refunds: Commitment on the timeline for issuing refunds and type(s) of refund available.
- Service outages: Notification period for planned outages and timely updates for unplanned outages.
Details of compensation
Customers can find details regarding:- Mandatory schemes for delays and issues with switching, porting and associated missed appointments, and any other mandatory compensation.
- Any compensation for unmet commitments by service providers.
- General compensation offered by service providers.
Other information also available in Customer Charters
- Refund policy.
- Accessibility statement and accessibility information.
- Complaints handling code of practice.
- Contact details and hours of operation.
