Dáil Éireann Debate, Tuesday - 3 November 2020
244. Deputy Cormac Devlin asked the Minister for Environment, Climate and Communications if the requirement for all utilities and telecommunications providers regulated in Ireland to provide a dedicated and adequately staffed customer service telephone line for elderly and vulnerable persons will be investigated; and if he will make a statement on the matter. [32421/20]
Amharc ar fhreagra275. Deputy Darren O'Rourke asked the Minister for Environment, Climate and Communications the legislative protections in place to ensure customers who are having difficulties with the customer service received from their broadband or phone provider are properly addressed; the recourse consumers have if they are unsatisfied with the way in which their complaint is handled; and if he will make a statement on the matter. [33759/20]
Amharc ar fhreagraI propose to take Questions Nos. 244 and 275 together.
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.
The electricity and gas retail markets in Ireland operate within a European Union regulatory regime wherein electricity and gas markets are commercial, liberalised, and competitive. Operating within this overall EU framework, responsibility for the regulation of the electricity and gas markets is solely a matter for the Commission for Regulation of Utilities (CRU), which was assigned responsibility for the regulation of the Irish electricity and gas markets following the enactment of the Electricity Regulation Act (ERA), 1999.The CRU is an independent statutory Regulator and is accountable for the performance of its functions to the Oireachtas, and not to me as Minister.
The Deputy may wish to note that CRU provides a dedicated email address for Oireachtas members, which enables them raise questions on energy regulatory matters to CRU at oireachtas@cru.ie for timely direct reply.
