Complain about phone and internet service

Telecommunication providers must follow rules to make sure you are treated fairly before, during, and after you sign up to a service. These services include phone and internet.

If things go wrong, first complain directly to the service provider. If you are not satisfied with their response, you can complain to the Commission for Communications Regulation (ComReg).

ComReg is a statutory body that regulates the electronic communications sector (ECS) and the postal sector in Ireland. ECS includes telecommunications, radio communications, broadcasting transmission and premium rate services.

If you are unhappy with the service you are getting, complain directly to your provider as soon as possible. Act quickly, as there can be strict time limits for making a complaint .

Follow the complaint process set out in the provider's Code of Practice - check ‘How your complaint will be handled’ below.

Keep notes of:

• What happened (including dates and times of conversations)
• The name of the person you spoke to
• What was agreed

Make a formal complaint

If the issue is not resolved informally or you are not happy with the response you get, make a formal complaint in writing (for example by letter or email).

Check your bill or the provider's website for contact details and information about making complaints. You can get more advice about how to make a complaint.

Telecommunications providers must have a Code of Practice for handling complaints. This must be available on their website and easy to find.

Providers must offer:

• A freephone number, landline, or mobile number that is free to all consumers
• An electronic way to contact them, such as an email address or an online complaint form
• A postal address you can write to

Under the Code providers must:

• Only transfer your call if it does not cost more than a standard landline or mobile
• Acknowledge your complaint within 2 working days and include a link to the Code of Practice
• Give you a unique reference number for tracking your complaint
• Respond or resolve your complaint within 10 working days
• Tell you the expected timeframe and explain how to escalate your complaint, if they can't meet the 10-day deadline
• Have a system to record and track your complaint
• Explain how you can get a refund (if applicable)

If your problem is not resolved, or you are unhappy with the response from the provider, you can contact ComReg’s Consumer Care team for more advice.

The Consumer Care Team can:

• Help you with service or contract queries
• Escalate your complaint to your service provider, if needed

There is no charge for making a complaint to ComReg.

ComReg’s complaint handling service

ComReg can only step in after you have gone through your provider’s complaints process or if your complaint is not resolved within 10 days. You must have complained to your provider within the last 12 months.

ComReg will need:

• Your contact details
• The service provider’s name and details of the affected service
• The account name and number (if applicable)
• Details of your complaint, including the reference number
• Details of previous contact with the service provider
• A clear statement on how you want the problem to be fixed

Tell ComReg if there are any details you don’t want them to share with the service provider.

How ComReg investigates complaints

Once ComReg gets your complaint, they will

• Explain the service provider’s obligations and your rights
• Escalate your complaint to the service provider on your behalf
• Give you a realistic idea of the likely outcome

If ComReg refers your complaint to your service provider, the provider will contact you directly to resolve the complaint.

ComReg will monitor your complaint and follow up with the service provider if they don’t contact you.

When the complaint has been resolved, the service provider will send a final response to both you and ComReg. ComReg will review this to make sure all your issues have been dealt with.

Formal dispute resolution

If you have raised a complaint with ComReg and the service provider has not resolved it within 10 days, you may be able to use ComReg’s formal dispute resolution process.

You can apply to ComReg to adjudicate on your complaint. A fee of €15 applies.

ComReg has more information about queries and complaints.

ComReg has more information on complaining about broadband, home phone, mobile phone, premium rate services and postal services (pdf).

You can also find out about phone contracts and internet contracts.