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ARTICLE · 04 NOVEMBER 2026

ComReg Publishes Guidance On The Use Of AI In End-user Dispute Resolution

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Ireland's communications regulator has issued new guidance establishing clear expectations for how telecommunications and postal service providers should use artificial intelligence when engaging in formal dispute resolution processes. The guidance addresses critical concerns about AI-generated content accuracy, data processing risks, and accountability, while setting out specific requirements for disclosure, verification, and human oversight that regulated entities must follow.

IrelandTechnology
Kate McKenna
Kate McKenna
Simon Shinkwin
Simon Shinkwin
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On 6 October 2026, the Commission for Communications Regulation (“ComReg”) published guidance (the “Guidance”) on the use of Artificial Intelligence (“AI”) in formal end-user dispute resolution processes led by ComReg. The Guidance sets out ComReg’s expectations of providers who leverage AI in these dealings with ComReg.

Scope

ComReg is entrusted with a statutory role in formal dispute resolution of disputes between end-users and providers of certain telecoms and postal service providers, and the Guidance is focused on this particular context. However, the Guidance is likely to provide a good indication of ComReg’s expectations in relation to the use of AI by regulated companies more generally, including in the context of regulatory compliance investigations and dealings with end-users in general.

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