The CCPC Helpline Report case study

The CCPC Helpline Report for 2025 showed that faulty goods and services topped the list of concerns for Irish consumers for the fifth consecutive year. The CCPC publishes this report every year and it details key statistics and insights from consumers who contacted the CCPC consumer helpline in 2025, as well as the most named traders.  

• 42,791 consumers contacted the helpline, mostly by phone, email and webform 
• Consumers spent an average of €6,292 on the product or service that they had an issue with 
• 10,297 consumers were referred to the Small Claims Court for redress 
• The CCPC’s free online Money Tools were used 647,483 times 

There was a significant increase in the number of consumers contacting CCPC about an online purchase, up by 14% since 2024. Issues with home building or improvements were also up, by 12% since 2024 (2,838 consumers). The biggest call driver was issues with cars, with 5,827 contacts about vehicles. The top traders named by consumers contacting the helpline included Ryanair, Rathwood and Currys.

In October 2025, the CCPC began following up with consumers who contacted the CCPC helpline to find out what happened next. The first check-in with consumers was a minimum of four weeks after they contacted the helpline. At that stage, 96% of consumers had contacted the trader. 43% of respondents had reached a resolution, with 38% of those receiving a refund from the trader. There were still challenges for consumers with 16% reporting that they incurred costs and 61% contacting the trader five or more times while trying to resolve their issue.