ComReg has published details of issues raised by consumers who contacted its Consumer Care team between 1 October to 31 December 2023 (Q4 2023).
In Summary in Q4 2023:
- ComReg’s Consumer Care team answered 3,065 consumer queries and managed 307 consumer complaints. This is a 6% decrease in issues reported to ComReg compared to the same quarter last year, Q4 2022 (3% decrease in ECS and 73% decrease in PRS issues reported to ComReg).
- For Mobile Service Provider complaints, the median resolution time increased to 9 working days, compared to 8.5 working days in Q3 2023, and the average number of complaints per 100,000 subscribers was 0.7, compared to 1.1 in Q3 2023;
- For Fixed Service Provider complaints, the median resolution time increased to 10 working days, compared to 7 working days in Q3 2023. The average number of complaints per 100,000 fixed voice lines increased to 3.4, compared to 2.9 in Q3 2023. The average number of complaints per 100,000 fixed broadband lines increased to 11.8, compared to 10.4 in Q3 2023.
ComReg Consumer Care
Our Consumer Care team provides advice and information if you have a query or complaint about a telecoms service, premium rate service or postal service.
We aim to provide you with the relevant information so that you can deal with your service provider. We also aim to ensure that service providers have adequate procedures in place to address any of your issues.
Contacting ComReg Consumer Care
You can contact our Consumer Care team by telephone, email, online form, webchat, text message or by post. An Irish Sign Language facility is available on request, and we have an Access Officer to assist persons with disabilities to access our services.
