ComReg launched a further consultation in January on its proposals for implementing a Customer Charter for providers of internet and phone services. The closing date for submissions is 20 February 2025.
In March 2023 ComReg issued a consultation (Consultation 23/14) and sought views on ComReg’s proposals for implementing a Customer Charter. We received fifteen responses.
ComReg proposes to maintain several original preliminary views set out in the consultation (23/14). But having taken account of the views of respondents, we have revised some and are further consulting on these.
The proposals would mean that Service Providers with a market share of 0.5% or greater would be required to:
- Prepare, publish and regularly update a Customer Charter in accordance with ComReg requirements; and
- Measure their performance against the standards set out in its Customer Charter and report to ComReg on performance in the format specified.
The proposed Customer Charter would contain information about levels of quality of customer service which customers can expect to expect to get from Service Providers: relating to
- Customer Service – contact channels and response times
- Connecting a new service
- Refunds
- Service outage information
- Compensation
- Accessibility
- Complaints Handling
- Other Information
The areas for further consultation include:
- that Service Providers can have more flexibility with information related to quality-of-service levels for specific categories of customer service (“Commitments”);
- revised wording for situations where Service Providers do not offer any Commitments;
- reorganising the Charter sections to prioritise customer service level information at the top;
- adding a section for refunds, end-user compensation and accessibility. And removing categories related to disconnections for non-payment of bills and switching;
- that the Commitment period is quarterly, requiring Service Providers to publish a Charter with quarterly Commitments;
- that a Service Provider can sign off on performance measurement and auditing reports to ComReg using a company officer’s confirmation instead of requiring an independent auditor’s statement.
ComReg also maintains its original preliminary view of a three-month implementation period for providers to publish their initial Charters, starting from the publication of the response to consultation and final decision.
In Consultation 23/14, ComReg proposed a phased approach to the Charter, planning an adequacy review of the customer service commitments after publication of the Charter. The revised proposals emphasise transparency and comparability of levels of quality of service for end-users and consumers rather than focusing on individual commitments. In the future, ComReg may establish Minimum Quality of Service Standards.
Responding to the Consultation
ComReg invites responses to the questions set out in the Further Consultation and Draft Decision.
We will then consider responses and publish a response to consultation and final decision.
To make a submission please contact us by post or email:
Subject Line: Submissions to ComReg 25/05
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: 5:30pm on 20 February 2025
