Unfortunately there may be times when your broadband, home or mobile phone service does not meet your expectations and this may give rise to you making a complaint.
Did you know that service providers are required to have their own Code of Practice for handling complaints?
Their code contains all the details you need if you want to complain, including:
- How to contact your service provider with your complaint.
- How long it will take them to acknowledge and respond / resolve your complaint.
- What the procedures are for resolving your complaint, including a timeframe for referring your complaint to ComReg, if you need to.
You can find a communications service provider’s Code of Practice for complaints handling on their website or by calling their helpline.
With these minimum requirements, you can be assured of a high level of protection when you are dealing with your service provider.
ComReg published its decision on minimum requirements for service providers’ codes of practice for complaint handling in June 2017. You can read all of the complaint handling conditions in full at Section 2 of our information notice.
