New Rules Force Phone and Internet Providers to Publish Customer Charters

Irish phone and internet providers are now required to publish Customer Charters under new rules introduced by the Commission for Communications Regulation (ComReg), giving consumers clearer information about the standards they can expect.

The requirement has been in place since 5 January 2026, applying to providers with a subscriber market share of 0.5% or more. Affected providers must publish a Customer Charter, keep it up to date, and report to ComReg on their performance against the commitments set out within it.

A Customer Charter outlines the quality of customer service that individuals and organisations can expect from their provider. The charters must cover key areas including customer service response times, timeframes for connecting new services, refund policies, and how service outages will be communicated.

On compensation, the charters must set out details of mandatory compensation schemes covering delays and issues with switching, porting, and missed appointments, as well as any additional compensation offered by the provider.

Charters must also include an accessibility statement, a complaints handling code of practice, and full contact details and hours of operation. Providers can update their charters at the start of any calendar quarter.

Customers who cannot access a charter online can request a copy directly from their provider. Those with disabilities may request the charter in an accessible format.

Further information is available on the ComReg website at comreg.ie.