Consumers should be able to choose and use services with confidence. This includes having, at a minimum, convenient ways of contacting service providers, in order to obtain timely, effective and fair resolution of issues. In light of the above, ComReg regards the recent problems that eir customers have had in contacting eir’s customer service as completely unacceptable.
ComReg is using its powers to assist affected customers with their complaints, and to press eir to improve matters.
ComReg is also considering whether it would be possible to place additional obligations on service providers and we will discuss with the Government if new legislation is needed.
ComReg is very concerned about eir’s ongoing customer care problems and it has engaged extensively with the CEO of eir. ComReg has sought a remediation plan from eir and has raised with eir the level of public dissatisfaction and consumer detriment as a result of its customer care. The Commission continues to have forthnightly meetings to monitor eir’s progress against its plan to remedy the situation. It is very unsatisfactory that eir has not yet been able to remediate its customer care to meet the needs of its customers.
ComReg’s Consumer Care team is actively engaged with eir’s customer care team to resolve complaints as soon as possible for those eir consumers who have contacted ComReg Consumer Care. ComReg’s quarterly reports illustrate that that the majority of customers complaints reported to ComReg are subsequently resolved within 10 working days (see charts below). Since 1 January 2020, 3,477 complaints have been resolved by ComReg’s Consumer Line on behalf of eir’s customers.
ComReg has reminded eir of its associated regulatory obligations, which ComReg is also continuing to monitor: –
eir customers who have complaints should contact eir using its customer complaints number (or via one of the other contact methods for complaints detailed on eir’s page at the link www.eir.ie/complaints/[opens external link])
eir customer complaints contact numbers are:
ComReg understands that wait times for these complaint line numbers are substantially lower and more acceptable than eir’s general customer service number.
Customers whose complaint has not been sufficiently dealt with by their service provider within 10 working days should contact ComReg who will then contact eir on their behalf to resolve the complaint.
ComReg’s contact details are set out below:
|Telephone||01 8049668 for consumer queries|
|01 8049707 for business consumer queries|
|firstname.lastname@example.org for consumer queries|
|email@example.com for business consumer queries|
|Letter||Commission for Communications Regulation, One Dockland Central, Guild Street, Dublin, D01 E4X0
|Text||Text COMREG to 51500 (standard SMS rates apply) to receive a call back|
|Text ASKCOMREG to 51500 (standard SMS rates apply) outlining the issue you need assistance with, and we will respond to you by text|
|IMPORTANT – Please use keyword ASKCOMREG in all text messages, including replies|
In accordance with its legislative powers on consumer matters, ComReg is currently focused on promoting information and consumer choice and protection by ensuring, among other aspects, that:
Service providers are responsible for ensuring that complaints are dealt with in an efficient manner. ComReg has put in place minimum requirements for service providers’ code of practice for complaint handling. The code of practice must make provision for, amongst other aspects, a first point of contact for complainants.
At a minimum the first points of contact available for making complaints must be:
ComReg continues to monitor service providers’ compliance with these Code of Practice requirements.
Figure 6: ECS and PRS complaints and queries recorded Q3 2019 – Q3 2020
Figure 18: Number of ECS issues queries and complaints by Fixed Service Provider Q2 2020 vs Q3 2020
Figure 7: Number of ECS queries and complaints by Mobile Service Provider Q2 2020 vs Q3 2020
Figure 22: Fixed Service Provider ECS complaints closed in Q3 2020 by number of working days open
Figure 11: ECS complaints closed in Q3 2020 by Mobile Service Provider and number of working days open