ComReg is consulting on its proposals relating to Missed and Delayed Service and Installation Appointments (“MDSIA”).
ComReg has proposed that certain minimum quality-of-service standards are adopted with regard to service and installation appointment processes.
ComReg’s proposals include:
- Technician Appointments: ComReg proposes that a provider must offer a customer a range of times and dates to choose from before agreeing to an appointment. Once agreed, a confirmation will be sent to the customer of the appointment, in an agreed format.
- Time Slots: ComReg proposes that appointments must be arranged within a time interval of no more than 4 hours (either between 8am and 1pm or between 1pm and 6pm).
- Missed Appointments: ComReg proposes that an appointment is missed if the technician has not attended the customer’s premises during the agreed time slot (unless at least 24 hours’ notice has been provided or the technician was unable to enter the premises and this was not their fault).
- Delayed Appointments: ComReg proposes that an appointment is delayed when it is rearranged before the expiration of the initial agreed time slot for a later time that same day by agreement between a provider and a customer.
ComReg proposes that where a Missed or Delayed Appointment occurs, customers will be entitled to claim a compensation payment from their service provider.
The consultation is also considering whether compensation payments should be payable for all Missed and Delayed Appointments relating to connections, for example, service fault repair, or just those that relate to the porting of a telephone number and switching processes (as is legally required).
We welcome views on this consultation and on any relevant matters. We will consider the responses we receive and once we have completed this process, we will issue a final decision.
The consultation deadline has now been extended to 20 December 2024.
To make a submission please contact us by post or email:
Subject Line: Submissions to ComReg 24/89
Email: retailconsult@comreg.ie
Post: Commission for Communications Regulation, Retail Policy
One Dockland Central, 1 Guild St., North Dock, Dublin 1, D01 E4XO, Ireland
Deadline: 5pm on 20 December 2024
For full details, find the consultation questions at ComReg 24/89.
The consultation relates to its obligations arising from Article 106(8) of the European Electronic Communications Code (“the Code”) which was transposed into Irish law by the European Union (Electronic Communications Code) Regulations 2022 (“the ECC Regulations”) and the Communications Regulation and Digital Hub Development Agency (Amendment) Act 2023 (“the 2023 Act”).
