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Making a complaint about telecommunications or postal services

Introduction

The Commission for Communications Regulation (ComReg) is the statutory body charged with regulation of the electronic communications and postal sector, including premium rate telephone services. It also deals with unresolved complaints about telecommunications and postal services. ComReg has produced a guide to your rights when making a complaint about your service provider.

Rules

Where should I complain?

If you have an issue with your service provider, you should first contact your provider, outline your complaint and ask for it to be resolved. It is important to act quickly and be aware of any time limits that may apply to making a complaint. Your provider should have a code of practice for handling complaints.

Try to be clear about the issue by providing enough details when making the complaint to your service provider. Record the date and time that you make your complaint and ask for a reference number for your complaint. Make a note of the name of the person who takes your complaint.

Give your service provider a chance to resolve your complaint. Make a note of any commitments that are made by your provider.

ComReg provides further information to assist you when making a complaint to your telecommunications or postal service provider on its consumer website www.askcomreg.ie.

Advice for consumers on making a complaint about premium rate telephone services is also available on ComReg’s website.

Who can complain to ComReg?

If you have used your service provider's complaint procedure and you are not satisfied with the outcome, you can complain to ComReg. ComReg cannot act on a consumer complaint until the service provider’s complaint handling process is completed.

The issue giving rise to your complaint must have occurred within the previous 9 months for telecommunications issues. However, you must make your complaint within 3 months of the use of a premium rate service.

Rates

There is no charge for making a complaint to ComReg.

How to apply

If you have an issue with your service provider, you should first contact your provider, outline your complaint and ask for it to be resolved.

If you wish to make a complaint to ComReg, you can make it by phone, fax, e-mail or by post. You can also complete an online complaint form.

What details should I give about my complaint?

When you contact ComReg you should provide the following:

  • Your contact details including a mobile telephone number if possible for telecoms complaints, and full postal address for postal complaints
  • The account name and account number (if applicable)
  • Details of the complaint, including the complaint reference number
  • Details about previous dealings with the service provider
  • A clear statement of what you hope to achieve by raising your complaint

When you are giving your information, you should let Comreg know if there are any particular details that you do not want ComReg to send to the service provider.

Where to apply

If you have an issue with your service provider, you should first contact your provider, outline your complaint and ask for it to be resolved.

If you have used your service provider’s complaint procedure and you are not satisfied with the outcome, you can complain to ComReg.

Commission for Communications Regulation

Block DEF
Abbey Court
Irish Life Centre
Lower Abbey Street
Dublin 1
Ireland

Tel:(01) 804 9668
Locall:1890 229 668
Fax:(01) 804 9680
Homepage: http://www.askcomreg.ie/
Email: consumerline@comreg.ie

Page edited: 22 January 2015

Language

Gaeilge

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    Postal services in Ireland are regulated by ComReg and provided by a number of operators including An Post which is the designated universal service provider.
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    Premium rate telephone services in Ireland are regulated. Find out how the rights of citizens are protected, regardless of whether these services originate in or are provided in Ireland or abroad.
  • Fixed line telephone services in Ireland
    Telecommunication services in Ireland are regulated by ComReg. Find out here how to choose your fixed line telephone service provider.

Contact Us

If you have a question relating to this topic you can contact the Citizens Information Phone Service on 0761 07 4000 (Monday to Friday, 9am to 8pm) or you can visit your local Citizens Information Centre.