My phone or internet provider will not solve my complaint: where can I go for free in Ireland?
Complain to your provider first; it must give you a complaint reference number and reply within 10 working days. If it does not acknowledge your complaint, misses that deadline or you are unhappy with its reply, ComReg's Consumer Care Team can help.
If your provider does not solve your complaint, an independent body can look at it, usually free of charge for you. You normally have to complain to the provider first; how to file in Ireland is below.
📜 The rules in Ireland
The details
- Reach ComReg's Consumer Care Team on 01 8049668 (Monday to Friday 8am to 8pm, Saturday 9am to 1pm), by email to consumerline@comreg.ie, by text, web chat or the online complaint form. (comreg.ie)
- ComReg's informal complaint handling is free. Formal dispute resolution is possible if the dispute stays unresolved at least 10 days after you complained to the provider; email cdr@comreg.ie for the forms. The fee is €15. (comreg.ie)
- The complaint must have been first notified to the provider within the previous 12 months and not be before another dispute body or a court. ComReg aims to propose a resolution within 60 working days. (comreg.ie)
- The outcome binds the provider once you accept the proposed resolution. You can withdraw in writing at any stage until ComReg proposes a resolution. (comreg.ie)
ComReg Consumer Care Team
Takes up your complaint with the provider if it has not acknowledged it, has not replied within 10 working days, or you are unhappy with its reply.
ComReg End-user Dispute Resolution
Formal out-of-court resolution of phone and broadband disputes. Apply by email to cdr@comreg.ie for the forms; €15 application fee.
Free dispute resolution
ComReg End-user Dispute Resolution · a fee may apply
What to do first: First complain to your provider under its complaints code of practice. The dispute must stay unresolved for at least 10 days. ComReg offers its free informal complaint handling first; the formal procedure costs a €15 application fee.
Time limit: The complaint must have been first notified to the provider within the previous 12 months. ComReg aims to propose a resolution within 60 working days of accepting your application.
🪜 Step by step
- Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
- Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
- File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
- Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.
📇 Who to contact
❓ Questions
Does it cost anything?
For consumers it is usually free. The details for Ireland are on this page.
Do I need a lawyer?
No. You can file yourself; the procedure is designed for consumers.
Does the provider have to take part?
That depends on the rules in Ireland. Check the dispute body’s own page, linked here.
📎 Sources
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