Bernard Durkan (Kildare North, Fine Gael)
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Question 516: To ask the Minister for Communications, Energy and Natural Resources the group, body or agency responsible and accountable for monitoring or regulating the extent and quality or all aspects of the telecommunications sector with particular reference to the ability of the public to have recourse to such bodies or agencies in the event of a perceived or lack of or inferior service; and if he will make a statement on the matter. [3487/10]

Bernard Durkan (Kildare North, Fine Gael)
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Question 517: To ask the Minister for Communications, Energy and Natural Resources the person to whom the public have recourse for complaint in the event of poor, inefficient, unreliable or undependable elements of the telecommunications sector; if it is left to the service provider, competition, regulation or otherwise to determine best practice; and if he will make a statement on the matter. [3488/10]

Eamon Ryan (Dublin South, Green Party)
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I propose to take Questions Nos. 516 and 517 together.

Responsibility for the regulation of electronic communications services rests with the independent Commission for Communications Regulation (ComReg) in accordance with the requirements of the Communications Regulation Act 2002, as amended, and the EU Regulatory Framework for Electronic Communications.

Issues relating to the provision of electronic communications services are, in the first instance, a matter for the relevant service provider. The service provider retains the primary responsibility for complaint resolution. If a customer is not satisfied with the service provider's complaints handling procedures, he or she may contact the Commission for Communication Regulation (ComReg). Part of ComReg's role is to establish the Codes of Conduct for the handling of consumer complaints by service providers. Each code sets out the minimum level of service that a customer can expect to receive from a service provider. ComReg will examine whether any issue that is raised, falls within its powers and may arbitrate in accordance with regulatory obligations.