ComReg has issued a consultation which outlines ComReg’s proposed plans for the introduction of a dispute resolution process in ComReg. This would give you the option of bringing your complaint to ComReg to have it formally resolved.
ComReg has always contacted communications service providers on behalf of consumers, once the consumer has already used the service provider’s own code of practice for complaints handling and the complaint remains unresolved. ComReg will continue to do this.
ComReg proposes to introduce an extra, more formal service whereby if your complaint is open and unresolved for more than 40 working days in total, you could have your complaint formally adjudicated upon in ComReg. This means that ComReg would judge the merits of the case and make a decision on the dispute.
This would involve you submitting the details of your complaint for dispute resolution, after which your service provider would be asked to respond and submit their version, with ComReg then making a decision (issuing a determination) either in favour of you or in favour of your service provider. This determination would be legally binding on the service provider. The consultation proposes a fee of €25 for using the service, which would be refunded if the dispute is judged to be in your favour.
You can have your say on the process itself by submitting your comments. Details are available in ComReg 18/34.
