Robert Troy (Longford-Westmeath, Fianna Fail) | Oireachtas source

I know where the Deputy is coming from but this amendment is a duplication and I do not think there is a need for it. The proposed amendment relates to the handling of consumer complaints and seeks to insert four new sections into the Consumer Protection Act 2007. The proposed section 66C refers to complaints in the context of subscribers who receive a service from traders where that contract is successively renewed or rolled over. This definition is relatively broad and, as I said previously, there is a complex landscape here that involves multiple sectoral regulators, most of which already require traders to operate complaints handling processes and provide access to alternative dispute resolution services. In many instances, this requirement is linked to their licensing agreements. For example, ComReg provides a complaint handling service called ComReg Connects for broadband, home phone and mobile phone consumer complaints. Service providers are required to have a code of practice for handling consumer complaints. Their code should contain all the information customers need to make a complaint, including information on refunds where appropriate. Service providers have ten working days to resolve complaints, after which time customers can request ComReg’s assistance. Customer complaints that remain unresolved for more than 40 working days can be escalated to ComReg’s dispute resolution procedure and ComReg can then adjudicate. While I see where the Deputy is coming from, I feel there is a duplication in this amendment. Rather than enhancing the Bill, it would put an onus on another body, the CCPC, where the responsibility for this already rests with sectoral regulators such as ComReg or the CRU. I do not intend to accept this amendment.