Telecommunications products and services are marketed and sold within a fully liberalised market. The marketing and supply of such products and services are subject to the general legislative provisions on consumer protection, including the Sale of Goods and Services Act as amended, the Consumer Protection Act 2007 and related legislative provisions regarding distance selling and unfair terms in consumer contracts.
In addition, there are more detailed consumer protection measures set out in the European Communities (Electronic Communications Networks and Services) (Universal Service and Users’ Rights) Regulations (SI 337 /2011) which, among other things, oblige telecommunications service providers, including providers of home internet, to include in customers’ contracts, information regarding the duration of the contract and the conditions for renewal and termination of services and of the contract, including any charges due on termination of the contract and any cost recovery with respect to terminal equipment.
Advice and assistance regarding consumer rights established by these regulations can be obtained from the Commission for Communications Regulation (ComReg). ComReg is independent in the exercise of its functions, in accordance with a requirement of the EU legislative package establishing the EU internal telecommunications market. Therefore any customer who cannot resolve a contractual dispute in bilateral dealings with the service provider may submit a dispute to ComReg the independent market regulator to pursue further. Consumers that have queries can contact ComReg’s Consumer Line on (01) 8049668 or e mail consumerline@comreg.ie. I as Minister have no statutory role in the dispute resolution process.
