Regarding providers of mobile (phone) and broadband services, there already exists a significant amount of legislation concerning minimum standards of customer service. Part 5 of the Communications Regulation and [2023] Digital Hub Development Agency (Amendment) Act 2023 (the 2023 Act) strengthens consumer rules in the handling of complaints and the resolution of disputes, which aim to ensure consumers have their complaints addressed promptly and effectively. In terms of the means of being contactable, the Commission for Communications Regulation (ComReg) has requirements in place for providers including requirements for “First point of contact for complainants, including the channels of making complaints.” ComReg is currently reviewing its minimum requirements in light of legislative changes, such as the 2023 Act and practical experience. ComReg ran a consultation on this review which closed for submissions in May 2025. Regarding ease of cancellation, the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 (SI No 484 of 2013) give consumers the right to cancel service contracts fourteen days after the conclusion of the contract.
Furthermore, part 11 of the European Union (Electronic Communications Code) Regulations 2022 (the Code Regulations) sets out the obligations for providers in relation to end-user rights, including requirements to provide consumers with contact details for the provider, information regarding complaints and information on contract duration and termination of same. Both the 2023 Act and the Code Regulations transpose the European Electronic Communications Code Directive. A review of this directive in underway by the European Commission and further consideration will be given to legislation safeguarding consumer rights as part of this review.
The energy sector is the responsibility of my colleague Darragh O’Brien, the Minister for Climate, Energy and the Environment.
