Written answers

Tuesday, 6 July 2010

Department of Communications, Energy and Natural Resources

Consumer Protection

10:00 am

Photo of Caoimhghín Ó CaoláinCaoimhghín Ó Caoláin (Cavan-Monaghan, Sinn Fein)
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Question 553: To ask the Minister for Communications, Energy and Natural Resources the reason there is no provision for an independent dispute resolution procedure for consumers who have complaints against telecommunications providers as per section 12 (c) of the Communications Regulation Act, 2002; if he will ensure the establishment of an alternative dispute resolution procedure for consumers; and if he will make a statement on the matter. [29481/10]

Photo of Eamon RyanEamon Ryan (Dublin South, Green Party)
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The Commission for Communications Regulation (ComReg) offers an independent complaints handling procedure for customers of telecommunications service providers. I understand from ComReg that 92% of all issues logged with its consumer care team were closed within 10 days or less in 2009.

The first point of contact for any consumer complaint is the service provider. ComReg requires each service provider to publish guidelines on handling consumer complaints. This approach is consistent with a provision in (EU) Directive 2002/22/EC of the European Parliament and of the Council on universal service and users' rights relating to electronic communications networks and services which requires EU member states to make available an inexpensive dispute resolution procedure to decide on unresolved disputes.

I am satisfied the procedures adopted by ComReg are consistent with the related obligation addressed to it in the Communications Regulation Act 2002, as amended, and the European Communities (Electronic Communications) (Universal Service and Users' Rights) Regulations 2003 implementing (EU) Directive 2002/22/EC.

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