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

The other issue I want to come in on is the Eir situation specifically and similar types of situations. One of the issues that arose in that regard was that people being trained in the provision of customer care and so on were given instructions which were outside of what would be considered the regulations. People were being told that unless a caller mentions ComReg or knows their rights, that caller would not get the full service. Does Ms Dixon believe that has happened not only in this particular case but also in other cases? Is it something she has come across before? Is it widespread?