Dáil Éireann Debate, Thursday - 11 June 2026
80. Deputy Barry Ward asked the Minister for Culture, Communications and Sport his views on creating a minimum standard of customer service that all broadband and phone providers have to adhere to; if this is under review within his Department; and if he will make a statement on the matter. [43423/26]
View answerThe provision of electronic communication services, such as mobile phone and broadband services, is a matter for telecommunications operators operating in a liberalised market regulated by the Commission for Communications Regulation (ComReg).
ComReg can escalate complaints made by consumers, including vulnerable consumers, older people and people with disabilities, to ensure that companies are delivering services in line with their licence obligations.
ComReg has advised me that the Communications Regulation and Digital Hub Development Agency (Amendment) Act 2023 empowered it to introduce measures to protect end-users of Internet Access Services and publicly available Interpersonal Communications Services. Two key tools provided by the Act are Minimum Quality of Service Standards and a Customer Charter.
In terms of Quality of Service, Comreg may specify minimum standards which must be met by providers including available customer service channels, response times, time taken to revert to a customer if an issue is not resolved on first contact, and complaint escalation.
Retail Service Providers are required to measure their performance against any commitments set out in their Charter and report on that performance to ComReg. ComReg considers this to be central to the effectiveness of the Charter, as it ensures that providers monitor their own performance and can adjust and update their Charters where necessary.
The monitoring and reporting of performance allows customers to have confidence in the commitments made by providers. It also helps ensure that Retail Service Providers are accountable for the customer service standards they offer and for delivering on those commitments.
ComReg will continue to monitor the Charters published by Retail Service Providers and assess their actual performance against any commitments they make regarding customer service levels.
Consumers who are dissatisfied with the service or information provided by their retail broadband or phone provider may refer their complaint to ComReg.
