Consumer Care’s role
ComReg’s Consumer Care aims to inform consumers on communication issues and escalate complaints made to electronic communications (“ECS” – broadband, home phone, and mobile phone), postal, and premium rate service providers (“PRS”).
Making a complaint to ComReg about your ECS or PRS service provider
To lodge a formal complaint with our Consumer Care Team, you must first go through the following steps:
1) Make a formal complaint to your service provider (ECS/PRS)
- You first need to make your complaint formally and obtain a complaint reference number from your service provider.
- Service providers are allowed 10 working days to resolve your complaint.
- If you have repeatedly attempted to contact your service provider to make a complaint formally without success, ComReg may intervene directly with the service provider on your behalf.
2) Wait 10 working days for your complaint to be resolved
- If your complaint remains unresolved after 10 working days, you may request ComReg’s assistance in resolving the complaint.
- Contact our Consumer Care team once 10 working days have passed.
- Complaints must have been first notified to the provider in accordance with their code of practice for complaints handling within the previous 12 months.
How ComReg can help
The ComReg Consumer Care team will help:
- escalate your complaint formally with your service provider
- monitor and track the progress of your complaint until resolved,
- seek to ensure that you receive regular updates from your service provider
- review your service provider’s resolution of your complaint in the context of its regulatory obligations
How to contact ComReg Consumer Care
Click here to contact the Consumer Care team and raise a formal complaint.
Making a complaint to ComReg about your postal service
For this process, please visit our Postal Services Information Page
