Legislative Measures

Dáil Éireann Debate, Thursday - 1 October 2020

Thursday, 1 October 2020

Ceisteanna (72)

Eoghan Murphy

Ceist:

72. Deputy Eoghan Murphy asked the Minister for Environment, Climate and Communications if legislation will be introduced requiring companies to offer customers an email contact for purposes such as complaints, cancellation of contracts and queries regarding services to ensure that records of such interactions can be recorded by both parties and that communication channels are not set up in such a way that they are intentionally difficult to navigate. [27761/20]

Freagraí scríofa

Minister for Environment, Climate and Communications

Telecommunications 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.