Opening Times

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

COVID-19 MEASURES

OFFICES & PUBLIC COUNTERS
Further to the policy of HM Government of Gibraltar to increase social distancing and slow the spread of COVID-19, attendance at our offices and public counters is possible by prior appointment only. Although we aim to carry out all our regulatory duties electronically, we do understand that this may not be possible for everyone. In such cases, an appointment will be arranged. Please note that a face mask is compulsory when attending our public counter.

Please contact our offices by e-mailing info@gra.gi or call us on 200 74636. If you are unable to speak to our front desk staff, please leave a voicemail message. These are checked very regularly, and a member of our team will get back to you as soon as possible.

LICENCES
We accept requests for licence applications and renewals by e-mail, together with any necessary licence variations, if applicable. Payment for these may be effected, preferably, by bank transfer. If this is not possible, card payment via the telephone will also be accepted. Please contact our offices on licensing@gra.gi and a member of our team will direct you to the correct application form on our website. If a paper copy is required, this may also be arranged by calling us on 200 74636. Licences will be scanned and sent by e-mail together with a copy of the receipt. The originals can either be posted or can be held for collection at a prearranged date and time.

Please note that a face mask is compulsory when attending our public counter.

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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