Complaining to your service provider

You should always contact your service provider first if you have a query or complaint.

The Regulations state that a service provider must have a code of practice for handling complaints.  Each service provider’s code sets out the procedure for making a complaint and the level of service that you as a customer can expect.


Service provider codes of practice and complaints procedures

A service provider’s code of practice should provide for the following:

  • the first point of contact for complainants
  • a means of recording complaints
  • a time frame within which the service provider concerned shall respond to complaints
  • procedures for resolving complaints
  • appropriate cases where reimbursement of payments, and payments in settlement of losses incurred, will be made
  • the retention of records of complaints (for a period of not less than one year following the resolution of the complaint)

Service providers should provide a copy of their code of practice to any customer who requests a copy.  Most service providers have a copy available on their website.

For more information, see the Electronic Communications Complaints Handling Code of Practice – Response to Consultation and Decision by clicking here.


What should I do when making a complaint to a service provider?

  • act promptly as there can be time frames within which complaints can be made
  • be specific that you wish to raise a complaint
  • be clear about the problem and give details
  • give the service provider a chance to resolve your complaint
  • keep a record of the date and time that you make your complaint
  • ask if there is a specific complaint reference number for your complaint and make note of it
  • make a note of any promises made by your service provider


If you are not satisfied with the initial response to your complaint, you can request that the complaint is escalated to a higher level with the organisation, again how you do this should be outlined in the “code”.