Thursday 5 November 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. 29760Regulatory offence – failure to deal with customer complaints under a code of practice · Co. Dublin

Vodafone case struck out at Dublin court over complaint handling

ComReg prosecuted Vodafone after investigating customer complaints from May to November 2020, finding that customers were unable to log complaints and supervisors were not available or did not phone back. Vodafone entered guilty pleas to seven sample charges at Dublin District Court. Judge Anthony Halpin ordered the company to pay €10,000 in prosecution costs and donate €10,000 to charity. The case was then struck out, sparing Vodafone a criminal conviction.

  1. Reported
  2. Arrested
  3. Charged
  4. In court
  5. Verdict
  6. Sentenced
reportedhappened, not reportedlatest stagenot yet

Key facts

consolidated from all reports
What happened
Vodafone failed to deal with customer complaints as required under a code of practice, stalling the process.
Where
Dublin, at the Kilraine customer service centre.
When
May to November 2020.
Investigation
ComReg took a sample of seven customer cases from May to November 2020.
Charges
Vodafone entered guilty pleas to seven sample charges.
In court
  • The case was heard at Dublin District Court before Judge Anthony Halpin.
  • The case was struck out at Dublin District Court.
Sentence
Vodafone was ordered to pay €10,000 in prosecution costs and donate €10,000 to charity.
Other details
  • Customers were unable to or found it difficult to log a complaint, and supervisors were not available or did not phone customers back.
  • Vodafone had prior convictions resulting in fines from prosecutions by ComReg and the Data Protection Commission.
  • Vodafone allocated significant resources to ensure the issues did not arise again.
  • The defence submitted the offences were on the lower end of the spectrum.
12 statements extracted from the articles
  • investigationComReg prosecuted Vodafone after looking into several customer complaints in 2020. (thejournal.ie)
  • investigationComReg took a sample of cases from May to November 2020 involving seven customers. (thejournal.ie)
  • chargeVodafone entered guilty pleas to seven sample charges. (thejournal.ie)
  • courtJudge Anthony Halpin ordered Vodafone to pay €10,000 in prosecution costs. (thejournal.ie)
  • courtVodafone was ordered to donate €10,000 to charity. (thejournal.ie)
  • courtThe case was struck out at Dublin District Court. (thejournal.ie)
  • otherVodafone failed to deal with complaints as required under a code of practice, stalling the process. (thejournal.ie)
  • otherIn 2020, Kilraine received a high number of calls from Vodafone customers unable to or who found it difficult to log a complaint. (thejournal.ie)
  • otherSupervisors were not available or did not phone customers back. (thejournal.ie)
  • otherVodafone had prior convictions resulting in fines from prosecutions by ComReg and the Data Protection Commission. (thejournal.ie)
  • otherVodafone allocated significant resources to ensure the issues did not arise again. (thejournal.ie)
  • otherThe defence submitted the offences were on the lower end of the spectrum. (thejournal.ie)

The reporting

newest first
  1. 7 Oct2021
    Otherthejournal.ie, first report
    Vodafone spared criminal conviction after customers with complaints 'given the runaround'

    Reports the final outcome of the ComReg prosecution of Vodafone: guilty pleas entered to seven sample charges, case struck out after payment of €10,000 in costs and €10,000 charity donation.