Eamon Ryan (Dublin Bay South, Green Party) | Oireachtas source

I thank Deputy O'Rourke for raising this issue, which was also raised by the Ceann Comhairle on Question Time in the House two weeks ago.

The electricity and gas retail markets in Ireland operate within the European Union regulatory regime wherein electricity and gas markets are commercial, liberalised and competitive. Responsibility for the regulation of those electricity and gas markets is solely a matter for the Commission for Regulation of Utilities. However, I understand the Deputy is referring directly to the recent published coverage of the telecommunications customer service issues.

It is important to note that the provision of the telecommunications services occurs within a fully liberalised market regulated by the independent market regulator, ComReg. The latter is responsible for the regulation of the electronic communications sector in accordance with national and EU legislation. As part of its role, ComReg implements the telecommunications regulatory framework which requires each telecommunications service provider to establish and operate a code of practice, including requirements for complaint handling and means of contact with customers. Service providers must implement these measures, at a minimum, to assist consumers when they need to contact them with a complaint. A copy of the code of practice can be accessed online at www.comreg.ie.Any operator failing to comply with any of these requirements is a matter to be pursued by ComReg.

ComReg is aware of the unhappiness with the level of customer service currently being provided by telecommunications operators and by Eir in particular. In this regard, it has been in regular discussions with the company in an effort to address the current deficiencies in its customer care service. I understand that while Eir recently experienced a significantly higher turnover in consumer care staff, it is proactively engaging with ComReg and improvements have been made to its customer services in recent times. ComReg has published on its website a detailed note on all the actions it has taken to resolve those customer care issues. This information includes a recommendation that customers who have complaints should in the first instance contact the service provider using its customer complaints number.

Regarding Eir specifically, ComReg advises that the company has two customer complaints numbers: Eir at Home and Eir Business. Details of these are provided on the ComReg website.

ComReg understands that wait times for these complaint numbers are substantially lower and more acceptable than Eir's general customer service number. Customers whose complaint has not been sufficiently dealt with by the service provider within ten working days should contact ComReg, which will then contact the provider on the customer's behalf to resolve the complaint. I recognise that further work remains to be done and, consequently, in discussion with the Department, ComReg continues to review what additional measures could be taken to assist in protecting consumer interests. This includes consideration of what, if any, further legislative or non-legislative changes the regulator considers necessary and appropriate.

Furthermore, the Tánaiste and I recently met Eir and Vodafone to raise concerns about customer care issues. Today, Eir appeared before the Oireachtas joint committee, where the Deputy had the opportunity to discuss the matter directly with management of the company. I am certain the telecommunications customer care issues will be resolved in the short term. This is a critical issue. As the Deputy said, widespread complaints have been raised in the House and all of us take it particularly seriously. Some of the ways it has been raised here, including in comments by the Ceann Comhairle, have helped bring the matter to the attention of the wider public and I hope this is one way that will make sure things do change.

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