Eircom to Refund Over €305,000 in International Call Charges to 14,800 Customers

Eircom is to refund more than €305,000 in international call charges following a regulatory investigation into how it communicated key contract information to customers.

The Communications Regulator, ComReg, investigated whether Eircom was adequately informing customers about exclusions to international call allowances included in their plans. The investigation found that Eircom had not met its obligations under the European Union (Electronic Communications Code) Regulations 2022, which requires providers to make such information available in a clear and comprehensible manner.

Under an agreement reached between ComReg and Eircom, approximately 14,800 customers will receive refunds. Eircom has also committed to clarifying contract exclusions for certain international call destinations and will provide customers with a direct link to a full list of countries excluded from call allowances.

ComReg has confirmed it will continue to monitor Eircom's compliance with its obligations going forward.

Customers who believe they may be affected are advised to review their Eircom contract details. Further information is available in the Information Notice published on ComReg's website, and ComReg's Contracts page outlines the key information providers are required to include in customer agreements.