Dáil Éireann Debate, Wednesday - 16 December 2020
48. Deputy Róisín Shortall asked the Minister for the Environment, Climate and Communications if his attention has been drawn to the fact that companies (details supplied) are not maintaining a monitored email address as set out in his ministerial regulations for consumers to be able to send an email terminating an end-of-year contract to avoid customary escalation charges into the second year; and if he will make a statement on the matter. [43724/20]
View answerTelecommunications service providers are regulated by the Commission for Communications Regulation (ComReg), which operates independently of my Department. The telecommunications regulatory framework, which ComReg implements, requires each telecommunications services provider to establish and operate a code of practice, including requirements for complaint handling and means of contact. Service providers must implement these measures, at a minimum, to assist consumers (including businesses) when they need to contact them with a complaint. A copy of the code of practice, which includes the three ways in which consumers can contact service providers, one of which is by electronic means of contact such as an email address or an online complaint form, can be accessed at https://www.comreg.ie/code-practice-handling-complaints/.
Any operator failing to comply with any of these requirements is a matter to be pursued by ComReg.
