Opening Times

The offices of the Gibraltar Regulatory Authority are open from 9:00am to 5:00pm Monday to Friday

COVID-19 MEASURES

Further to the policy of HM Government of Gibraltar to increase social distancing and slow the spread of COVID-19, our offices are closed to the public until further notice. We are working remotely and we will endeavour to assist you in as much as we are able to do so in the circumstances. Please email any enquiries to info@gra.gi or call us on 200 74636, leave a voicemail message and a member of our team will get back to you.

LICENCES
We accept requests for licence applications and renewals by email, together with any necessary licence variations if applicable. Payment for these may be effected by bank transfer only. Licences will then be scanned and sent by e-mail together with a copy of the receipt. The originals will be held for collection at a later date when restrictions are lifted, or posted if required. For any queries regarding the renewal of your licence please send an e-mail to licensing@gra.gi.

Welcome to the Gibraltar Regulatory Authority website

Procedures for handling complaints and disputes

The general functions of the GRA include regulating, supervising and enforcing compliance with the conditions and the specific obligations subject to which an electronic communications network or an electronic communications service may be provided. In doing so, the GRA may investigate any breach of the Communications Act 2006 and accompanying regulations and any condition or specific obligation imposed on an Authorised Provider.

In order to carry out these regulatory functions, the GRA has established procedures for the handling of complaints and the resolution of disputes between Authorised Providers. These procedures set out the GRA’s processes and submission requirements for such complaints and disputes. They are intended to help Authorised Providers and their advisers to understand the GRA’s processes and how best to present a case so that the GRA can deal with it in an efficient manner. In addition, the GRA can also carry out an own initiative investigation if it considers there are valid grounds for intervention.

These procedures are not binding on the GRA. However, where the GRA departs from these procedures, it expects to give reasons for doing so. The GRA will keep these procedures under review and amend as appropriate in light of gained experience and developing law and practice. These procedures do not cover consumer complaints and disputes. The GRA has published Document No. C05/19 which provides guidance on consumer disputes. Consumers may also submit complaints by completing the consumer complaint form available online.

Section 2 sets out the GRA’s powers and duties and discusses the difference between a complaint and a dispute.

Section 3 sets out the procedures for handling complaints.

Section 4 sets out the procedures for resolving disputes.

The required format for submitting complaints is set out in Annex 1 and the required format for submitting a request to resolve a dispute is set out in Annex 2.

Notice C01/2020 below sets out the procedures for handling complaints and disputes for Authorised Providers.

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