Martin Kenny (Sligo-Leitrim, Sinn Fein) | Oireachtas source

The reason we invited ComReg and Eir to appear before the committee is the outfall from the recent court case, which the witnesses will be aware of. I wish to look at a few issues it shone a light on. The case, and a lot of ComReg's enforcement, is really about complaints mechanisms and whether they are effective and efficient. The next part of that, which is what people really want, is complaint resolution. I note that ComReg made the point in its opening statement that it ensures people receive the quality of service they are legally entitled to; in other words, if they are paying for something, they are actually getting it. As one would be aware from listening to "Liveline" in the days after the case or to the people who come to us as public representatives, many people feel frustrated. It is not just with Eir, although that is one of the main companies we hear about. There are others as well. Even when people make a complaint, it is difficult to get a resolution and for people to feel the problem they have will be resolved. If they are paying for a service, they want that service, whatever it is. Often, they feel frustrated that they cannot get it. It is all well and good to take these people to task about the fact that they do not have a good complaints mechanism but how much effort is made to ensure they actually provide that service?