Wednesday 28 October 2026Compiled from published reports. Every claim links to its source.

Ireland Crime

Every case followed from the first report to the sentence, or to where the reporting stopped.

Case No. 6098Breaching the Universal Service Regulations (regulatory offences) · Co. Dublin

Eircom fined €7,500 over customer complaints procedures

Eircom, a telecoms company, was prosecuted by the Commission for Communications Regulation (ComReg) over customer complaints procedures that customers said blocked formal complaints. Its code of practice was updated in January 2021, and the offences ran for two years from mid-2021. Eircom pleaded guilty at Dublin District Court, which avoided a three-day trial. On 15 April 2024 Judge Anthony Halpin convicted the company, fined it €7,500 and ordered it to pay €10,000 in costs, and Eircom said it had remedied the problem.

  1. Reportednot reported
  2. Arrestednot reported
  3. Chargednot reported
  4. In courtnot reported
  5. Verdictnot reported
  6. Sentenced15 Apr
    2 reports
reportedhappened, not reportedlatest stagenot yet

Key facts

consolidated from all reports
What happened
Customers could not lodge formal complaints through 1901, Eircom's published customer care number.
Where
The case was heard at Dublin District Court before Judge Anthony Halpin.
When
The offences covered a two-year period from mid-2021, and sentencing took place on 15 April 2024.
Cause
  • Eircom's code of practice was updated in January 2021, restricting customers' ability to log formal complaints.
  • A training manual told customer care staff not to give out the complaints number or webpage address unless callers used specific trigger words.
  • The training manual warned staff they would face disciplinary action if they obeyed Irish complaints law.
Investigation
  • ComReg received complaints from Eircom customers who said they could not lodge a formal complaint.
  • ComReg found Eircom did not acknowledge complaints within two working days.
Charges
Eircom pleaded guilty to 10 breaches of telecoms complaints-handling rules, while other accounts say 12 offences under the Universal Service Regulations.
In court
ComReg brought the prosecution, and the guilty pleas avoided a three-day trial.
Sentence
Eircom was fined €750 on each of 10 counts, a total of €7,500, and ordered to pay €10,000 in costs.
Other details
  • The judge described the warning to staff as an aggravating factor and asked the company to apologise to staff.
  • Eircom offered a €20,000 charitable donation, which the judge refused to accept.
  • Eircom's counsel said practices had changed and the company was in full compliance, and Eircom said it had remedied the problem.
22 statements extracted from the articles
  • whatCustomers could not complain via 1901, the company's published customer care number. (irishtimes.com)
  • whereThe case was heard at Dublin District Court. (irishmirror.ie)
  • causeEircom's updated complaints code of practice in January 2021 restricted customers' ability to log formal complaints. (irishtimes.com)
  • causeEircom was prosecuted by ComReg over its former customer complaints procedures. (irishmirror.ie)
  • causeCustomer care staff were warned not to give out the right complaint numbers or website address. (irishmirror.ie)
  • investigationComReg received complaints from Eircom customers who said they could not lodge a formal complaint. (irishtimes.com)
  • investigationComReg found Eircom did not provide an acknowledgement within two working days. (irishmirror.ie)
  • chargeEircom pleaded guilty to 10 breaches of telecoms regulations on complaints handling. (irishtimes.com)
  • chargeEircom pleaded guilty to 12 offences for breaching the Universal Service Regulations over two years from mid-2021. (irishmirror.ie)
  • courtComReg brought a case against Eircom before Dublin District Court. (irishtimes.com)
  • courtThe guilty pleas avoided a three-day trial. (irishmirror.ie)
  • sentenceThe company was fined €750 for each of 10 counts. (irishtimes.com)
  • sentenceThe judge convicted Eircom and fined it €7,500. (irishmirror.ie)
  • sentenceEircom paid €10,000 in costs. (irishmirror.ie)
  • otherA training manual told staff not to give customers the complaints number or complaints webpage address. (irishtimes.com)
  • otherThe training manual warned that agents doing this would face disciplinary action. (irishtimes.com)
  • otherEircom's counsel said practices had changed and the company was now in full compliance. (irishtimes.com)
  • otherEircom offered a €20,000 charitable donation, which the judge refused to accept. (irishtimes.com)
  • otherThe judge described the warning to employees as an aggravating factor. (irishtimes.com)
  • otherThe judge called the company a disgrace and asked it to apologise to staff. (irishtimes.com)
  • otherThe judge described Eircom's threat of disciplinary action against staff as disgraceful. (irishmirror.ie)
  • otherEircom said it had remedied the problem. (irishmirror.ie)

The reporting

newest first
  1. 15 Apr2024
    Sentencedirishmirror.ie, first report
    Judge slams Eircom for ‘disgraceful’ threat to customer care workers

    Reports the court outcome: Eircom convicted and fined €7,500 at Dublin District Court, with €10,000 in costs and details of the offences and the judge's criticism. No earlier article in the existing cases covers this prosecution.

    convicted, Eircom, namedEircom
  2. 15 Apr2024
    Sentencedirishtimes.com, follow-up
    Eircom customer service manuals warned staff not to obey law, court told

    Reports the court case itself: Eircom's guilty plea to 10 breaches, the €750 fine per count, the judge's remarks on a training manual, and the company's response. No earlier coverage is in the list.