ComReg conducted an investigation into An Post Mobile’s compliance with regulatory obligations. In the investigation, ComReg raised concerns regarding:
- provision of contractual information;
- roaming charges within the EU;
- code of practice for complaints handling;
- refunds of credit for customers switching providers;
- contract change notifications; and
- mobile internet speed information.
An Post Mobile has paid ComReg a penalty of €45,000 following the investigation and will refund approximately €25,600 to 4,700 customers. An Post Mobile will contact those affected. Refunds are for excess credit remaining on accounts that have ported away, and for charging the incorrect voice, SMS, and data roaming rates.
Service providers have regulatory obligations for phone and broadband services including:
- Providing a Contract Summary before you sign up to a contract;
- Allowing use of mobile services in the EU like at home;
- Having a Code of Practice for handling complaints;
- Refunding unused credit for prepaid services after switching providers;
- Notifying customers of any changes to the contract;
- Stating mobile internet speed information within your contract.
For full details see the recently issued Information Notice here.
