Customer service charter

The Customer Service Charter provides information on what customer service you should expect to receive when contacting the CCPC and how you can help when contacting us.

Introduction

The Competition and Consumer Protection Commission (CCPC) was established on 31 October 2014. Our mission is “to make markets work better for consumers and businesses”. You can read about our work here.

As a public sector organisation, we are committed to providing a quality service to citizens and aim to do so by implementing this Customer Service Charter (“Charter”).  This Charter sets out the standards of service which you can expect to receive from us, both as a member of the public and as a staff member of the CCPC. This Charter specifically relates to how we interact with you, and our conduct during those interactions.

Customer service commitments

Any person who contacts us will be provided with the highest possible level of service. We aim to be helpful, courteous and effective. To do this, we will:

  • Identify ourselves when answering the telephone. If your query cannot be dealt with immediately we will arrange a call back at a time convenient for you.
  • Respond promptly (within one working day) when a voice message is received. If staff are out of the office, voicemail will be activated which will include an alternative contact.
  • Give you the contact details of any relevant body or organisation that may be better placed to deal with your query.

Response times you can expect

By phone

We aim for all calls to our dedicated lines to be answered quickly during opening hours. Our consumer helpline is open Monday to Friday 9.00 a.m. to 6.00 p.m., and our corporate line is open Monday to Friday 9.00 a.m. to 5.00 p.m.

Written correspondence

We will acknowledge receipt of written correspondence within five working days and we aim to provide you with a response to queries within 15 working days. Complex issues requiring significant investigation, research or resources are likely to take longer than 15 working days to be considered fully.  Where this is the case, you will receive an update from us within 15 working days.

Social media

Queries we receive through Facebook and Twitter are responded to as soon as possible, usually within 24 hours during the working week.

Standards you can expect when contacting us

In providing services we will;

  • Respect the confidentiality of any personal information you provide to us, and will only use it in accordance with the law.
  • Facilitate those persons who wish to correspond with us in Irish. We will reply in Irish if correspondence is received in Irish and publish a Language Scheme under the Official Languages Act 2003.
  • Treat all people equally and aim to provide a service that is available and understandable to all. If you have a disability and you need help accessing our services our Access Officer is happy to help.  You can get in touch by calling (01) 402 5516 or by emailing accessmanager@ccpc.ie should you require assistance.
  • Apply the highest possible accessibility standards to our website and provide information using clear and simple language.
  • Ensure that clean, safe and appropriate meeting facilities are available for your visit.

 How you can help when contacting us

  • Provide accurate and relevant information.
  • Provide your contact details if you require a response.
  • If you have been given a reference number, please mention it when contacting us about ongoing correspondence.
  • If you wish to meet with us, we ask you to make an appointment prior to visiting so we can ensure that a relevant member of staff with the right expertise is available. To make an appointment please call (01) 402 5500 or email info@ccpc.ie.
  • Treat our staff in the way you would like to be treated yourself.

Please note that staff of the CCPC are not obliged to deal with people who are offensive or abusive towards them. In the event that a person demonstrates this type of behaviour, our staff have been instructed to end the phone call or not to respond to the correspondence. Find out more about by reading our Unreasonable Contact Policy above.

How to report a concern/issue in respect of these Charter commitments

If you are not happy with the service you have received, your first point of contact is the relevant line manager. You can ask to speak with, or have the matter referred to them. Once you ask for this, the staff member will refer you to the appropriate person or arrange for that person to contact you. If the issue remains unresolved or you feel the service you received didn’t meet the standards outlined in this Customer Service Charter, you can appeal by lodging a formal complaint with our Quality Customer Service Manager or you can request a meeting with them using the contact  form below.

The role of the Quality Customer Service Manager is to conduct a formal review of your complaint in respect of whether or not the CCPC’s customer service commitments were met and not to adjudicate on the decision-making process of a staff member or Division. The Quality Customer Service Manager will independently examine a complaint from the perspective of our Customer Service Charter and having reviewed the information, determine whether our customer service commitments were met.

The Quality Customer Service Manager will acknowledge your complaint within five working days and try to resolve the issue within 10 working days. If we need to further investigate the matter, he/she will let you know and advise you when he/she expects to be able to provide a full response.

Following this internal process, if you still feel that you have been unfairly treated or are not satisfied with our response to your complaint, you may contact the Office of the Ombudsman.

How you can help us in achieving our aim of best customer service

If you would like to provide feedback on your experience of dealing with us, please use the form below. We regularly review the feedback we receive, as well as reviewing our processes to make sure we are living up to the commitments made in this Charter.

Please note:
The CCPC does not act on behalf of individual consumers or businesses to resolve their complaints with businesses or organisations, nor do we provide legal advice. We do not make decisions on whether a breach of legislation has occurred as it is the role of the courts to determine whether illegal conduct has occurred.

Contact form

This form is for feedback or complaints in relation to the CCPC service charter only. For all other issues please see the contact us page. This will ensure your query goes to the right area and is dealt with as quickly as possible.

When you use this form you will get:

  • An acknowledgement email from us.
  • A response to your query.
  • If you are complaining about a particular business practice or behaviour, please provide us additional information on
    The product(s) or service(s) at the centre of your complaint (name, brand, the issue with the product or service)
    How you are affected by the situation, (are you a Customer, Supplier, Competitor?) and/or
    Who are the main competitors in the market;

Cairt Seirbhíse agus Beartas Teagmhála Míréasúnta

Réamhrá

Bunaíodh an Coimisiún um Iomaíocht agus Cosaint Tomhaltóirí (“an Coimisiún”) an 31 Deireadh Fómhair 2014 nuair a tháinig an tAcht um Iomaíocht agus Cosaint Tomhaltóirí 2014 i bhfeidhm. Is é ár misean ráite “chun margaí a chur ag oibriú níos fearr do thomhaltóirí agus gnólachtaí”.

Tá sainchúram forleathan againn a chlúdaíonn an geilleagar trí chéile agus faighimid timpeall 50,000 teagmháil in aghaidh na bliana. Soláthraímid an oiread faisnéise agus cúnaimh agus is féidir linn nuair a phléimid le teagmhálaithe. Nuair nach féidir linn cúnamh a thabhairt, is amhlaidh a mhínímid an fáth leis agus déanaimid iarracht chun bheith chomh soiléir agus is féidir maidir lenár ról, agus faoin méid is féidir linn agus nach féidir linn a dhéanamh sa chomhthéacs sin.  Caithimid roghanna a dhéanamh freisin faoin gcaoi a dtugaimid tosaíocht d’acmhainní agus dírímid ar limistéir a dhéanfaidh dochar, nó a bhfuil an cumas acu chun dochar a dhéanamh don phróiseas iomaíoch nó óna dtagann díobháil fhorleathan don tomhaltóir. Táimid tiomanta chun bheith oscailte agus trédhearcach inár gcuid cinntí.

Tugtar faoi deara nach bhfeidhmímid ar son tomhaltóirí ná gnólachtaí aonair chun a gcuid gearán a réiteach le gnólachtaí nó le heagrais, ná nach soláthraímid comhairle dhlíthiúil. Ina theannta sin is amhlaidh nach ndéanaimd cinntiúcháin cheangailteacha ar tharla sárú den reachtaíocht. (Is é an t-aon limistéar ina ndéanaimid cinntiúcháin cheangailteacha ná i ndáil le cumaisc ghnólachtaí a chaithfear a fhógairt don Choimisiún toisc go sáraíonn na páirtithe tairseacha airgeadais sonraithe.)

Is féidir leat a thuilleadh a léamh faoinár saothar anseo.

Is sa Chairt Seirbhíse a leagtar amach na caighdeáin seirbhíse ar féidir leat bheith ag dúil lena bhfáil ón gCoimisiún. Tiomsóimid agus déanfaimid anailís go rialta ar an aiseolas a fhaighimid, chomh maith le hathbhreithniú a dhéanamh ar ár bpróisis chun a chinntiú go mbímid ag comhlíonadh na dtiomantas a ghealltar sa Chairt seo.

Tabharfar an leibhéal seirbhíse is airde agus is féidir d’aon duine a dhéanann teagmháil linn.

Beidh sé mar aidhm againn bheith cuidiúil, cúirtéiseach agus éifeachtach. Is chun na críche sin a dhéanfaimid:

  • Cuirfimid sinn féin in aithne nuair a fhreagraítear an guthán. Cuirfimid glao ar ais in eagar mura féidir linn plé le d’fhiosrú láithreach bonn, ag tráth éigin a bheidh caoithiúil duitse.
  • Freagróimid go pras (laistigh de lá oibre amháin) nuair a fhaightear glórtheachtaireachtaí. Gníomhachtófar an glórphost má bhíonn an fhoireann as an oifig, lena n-áireofar teagmhálaí malartach
  • Tabharfaimid na sonraí teagmhála d’aon chomhlacht ná eagras ábhartha má bhaineann d’fhiosrú le hábhar a thagann lasmuifh dár limistéar freagrachta.

Tréimhsí ama sonracha nuair a fhreagraítear duitse

Glaonna chun ár líne Corparáidí/Fáiltithe 01 4025 500

  • Bíonn ár líne fáiltithe ar oscailt ó Luan go hAoine 9.00 r.n. chuig 5.00 i.n.
  • Freagraítear glaonna chun na líne corparáidí chomh luath agus is féidir.

Glaonna chun ár Líne Cabhrach do Thomhaltóirí* 01 4025 555

*Soláthraíonn ár líne chabhrach do thomhaltóirí faisnéis do thomhaltóirí faoina gcearta mar thomhaltóirí, agus freagraíonn d’fhiosruithe i ndáil le táirgí/seirbhísí airgeadais phearsanta agus d’fhiosruithe i ndáil leis an iomaíocht.

  • Bíonn ár líne fáiltithe ar oscailt ó Luan go hAoine 9.00 r.n. chuig 6.00 i.n.
  • Freagraítear glaonna chun na líne cabhrach chomh luath agus is féidir.

Comhfhreagras Scríofa/Déan Teagmháil Linn

  • Gheobhaidh tú aitheantas ríomhphoist uainne agus cóip den ríomhphost a sheol tú chugainn nuair a sheolann tú ríomhphost chugain trínár leathanach teagmhála ar an láithreán gréasáin.  Aithneoimid fáil litreach nó facs laistigh de chúig lá oibre má sheolann tú ceann acu chugainn. Beidh sé mar aidhm again freagra iomlán a sholáthar duit laistigh de 15 lá oibre agus freagraítear do thromlach na dteagmhálacha a fhaighimid laistigh den tréimhse ama sin. Is dócha go dtógfaidh saincheisteanna casta óna dteastaíonn fiosrúchán, taighde nó acmhainní nach beag níos faide ná 15 lá oibre lena mbreithniú ina n-iomláine.  Gheobhaidh tú nuashonrú uainne sa chás gurb amhlaidh atá laistigh de 15 lá oibre ina n-imlíneoimid an tréimhse ama a bhfuiltear ag dúil le freagra iomlán.

Teagmháil a dhéanamh linn trí na Meáin Sóisialta

  • Freagraítear do na fiosruithe a fhaighimid trí Facebook agus Twitter chomh luath agus is féidir – de ghnáth laistigh de 24 uair.

Cuairteanna ón bPobal

  • Bímid sásta chun bualadh go pearsanta le daoine den phobal.   Iarraimid ort coinne a shocrú roimh an gcuairt chun is gur féidir linne a chinntiú gur féidir linn d’fhiosrú a fhreagairt go héifeachtach, chun a chinntiú go mbíonn ball foirne ábhartha leis an taithí riachtanach i láthair. Cuir glao ar 01 4025 500 nó seol ríomhphost chuig info@ccpc.ie chun coinne a shocrú

Is féidir leat tréimhsí ama malartacha a aontú i leith aon cheann de na cainéil thuas le do theagmhálaí de réir mar is réasúnta agus is iomchuí.

Cosaint agus inrochtaineacht sonraí

Cibé modh teagmhála a roghnaíonn tú chun leas a bhaint as, léireoimid urraim do rúndacht aon eolais phearsanta a sholáthraíonn tú dúinne, nó dá n-éirimid feasach; agus ní bhainfimid leas as ach amháin de réir an dlí.

Deartar ár láithreáin ghréasáin chun na gcaighdeán inrochtaineachta is airde agus is féidir, agus bímid tiomanta chun faisnéis a sholáthar trí leas a bhaint as teanga shoiléir agus shimplí. Coinneofar úsáid na dtéarmaí teicniúla nó oifigiúla agus an bhéarlagair chomh híosta agus is féidir. Déanaimid gach iarracht chun cumarsáid a dhéanamh le daoine a bhféadann riachtanais éagsúla bheith acu ar bhealach ar oiriúnach dá n-éilimh é.

Is féidir cóipeanna crua de cháipéisí a iarraidh murarbh fhéidir leat rochtain a fháil ar aon chuid den fhaisnéis ar ár láithreáin ghréasáin, ach glao a chur orainn agus is amhlaidh a sheolfar cáipéisíocht tríd an bpost laistigh de lá oibre amháin.  I gcomhair cóipeanna d’fhaisnéis ar www.ccpc.ie/consumers glaoigh ar 1890 432 432 / 01 4025 555. I gcomhair faisnéise ar www.ccpc.ie/business glaoigh ar 01 4025 500.

Is é ár nOifigeach Rochtana a chomhordóidh aon chúnamh a fhéadfaidh bheith de dhíth ort má tá míchumas agat agus más mian leat rochtain a fháil ar ár seirbhísí.  Déan teagmháil le:

Paul Cannon

Oifigeach Rochtana

Líne Dhíreach: 01 402 5516

Seoladh Ríomhphoist: paulcannon@ccpc.ie

An Coimisiún um Iomaíocht agus Cosaint Tomhaltóirí

Bosca oifig phoist 12585

Baile Átha Cliath 1

Na teangacha oifigiúla

Déanfaimid ár ndícheall chun éascú duit mar a n-iarrann tú chun idirghníomhú linne trí mheán na Gaeilge.  Tabharfaimid freagra i nGaeilge mar a bhfaightear an comhfreagras sa Ghaeilge, agus foilseoimid eochaircháipéisí straitéiseacha ar nós ár dtuarascála bliantúla go comhuaineach trí Ghaeilge agus trí Bhéarla.

An chaoi ar féidir leatsa cuidiú linne nuair a théann tú i dteagmháil linn

  • Soláthair sonraí teagmhála i do chomhfhreagras má theastaíonn freagra uait
  • Luaigh an uimhir thagartha má tugadh ceann duitse nuair a dhéanann tú teagmháil linn faoi chomhfhreagras leanúnach
  • Soláthair faisnéis chruinn agus ábhartha
  • Tabhair aiseolas trí mholtaí, comaoineacha nó gearáin i leith cháilíocht na seirbhíse a fhaigheann tú
  • Caith lenár bhfoireann sa chaoi ar mhaith leat go gcaithfí leat féin

Tabhair faoi deara nach gcaitheann foireann an Choimisiúin plé le teagmhálacha ionsaitheacha ná maslacha. Tugadh treoir dár bhfoireann sa chás go léiríonn duine éigin an cineál sin iompair chun an glao gutháin a thabhairt chun críche nó gan freagairt don chomhfhreagras. Cliceáil anseo i gcomhair mionsonraí ár mBeartais Teagmhála Míréasúnta.

Ár dTiomantas do Sheirbhís

Is mian linn an tseirbhís is airde agus is féidir a chur ar fáil dóibhsiúd a dhéanann teagmháil linn.  Is é an Chairt Seirbhíse ár dtiomantas duitse and déanaimid ár ndícheall na tiomantais atá leagtha amach sa Chairt a chomhlíonadh. Féachaimid ar aiseolas mar chuid thábhachtach dár bpróiséis leanúnach feabhsúcháin. Má bhíonn tú míshásta am ar bith leis an bpróiséis agus tú ag deileáil linn, is féidir leat a iarraidh labhairt le bainisteoir line nó an cás a chuir faoina bhráid. A luaithe agus a n-iarann tú é seo, tarchuirfidh ball foirne tú faoi bhráid an duine cuí, nó socróidh sé go rachaidh an duine úd i dteagmháil leat.

Mura bhfuil tú sásta leis an tseirbhís a fuair tú agus má bhraitheann tú nach bhfuil sé de réir ár gCairt Seirbhíse, is féidir leat gearán a thaisceadh lenár mBainisteoir Seirbhíse.

Más mian leat aiseolas a thabhairt ar do thaithí ar an gcaoi a chaith muid leat (maith nó olc) cuir ríomhphost chugainn, led’ thoil. Maidir le fiosruithe eile, féach ar ár sonraí teaghmhála.

Gearán a Dhéanamh chuig ár mBainisteoir Seirbhíse

Is é ról an Bhainisteoir Seirbhíse athbhreithniú foirmiúil a dhéanamh ar an gcaoi a láimhseáladh do theagmháil agus lena linn sin, tá sé údaraíthe don Bhainisteoir an tsaincheist a ardú le ball foirne ar bith den Choimisiún. Déanfaidh an Bainisteoir Seirbhíse scrúdú neamhspleách ar ghearán ó thaobh dearcadh ár gCairt Seirbhíse agus tar éis an comhad a aithbreithnniú, cinnteoidh sé ar cloíodh lenár nósanna imeachta seirbhíse do chustaiméirí. Is féidir leat gearán a dhéanamh chuig ár mBainisteoir Seirbhíse ag baint úsáide as an seoladh ríomhphoist seo.

Is é an Bainisteoir Seirbhíse, atá neamhspleách ina chuid cinnteoireachta, a rachaidh i mbun athbhreithniú foirmiúil.

Déanfaimid adhmháil ar do ghearán laistigh de chúig lá oibre, agus déanfaimid iarracht chun an tsaincheist a réiteach laistigh de 10 lá oibre.  Cuirfimid ar an eolas tú más rud é go gcaithfimid dul i mbun a thuilleadh taighde, agus cuirfimid scéala chugat nuair a bhíonn súil againn bheith in ann freagra iomlán a sholáthar.

Más rud é tar éis an phróisis inmheánaigh seo go mbraitheann tú go fóill gur caitheadh go míchóir leat nó nach bhfuil tú sásta lenár gcinneadh i leith do ghearáin, is féidir leat teagmháil a dhéanamh le hOifig an Ombudsman.

Nótaigh, led’ thoil

Ní fheidhmíonn an CICT ar son tomhaltóirí ná gnólachtaí aonair chun a gcuid gearán a réiteach le gnólachtaí nó le heagrais, ná nach soláthraímid comhairle dhlíthiúil. Ní dhéanaimd cinntiúcháin cheangailteacha ar tharla sárú den reachtaíocht mar is é ról na gcúirteanna a chinntiú ar tharla iompar mí-dhleathúil.

Unreasonable contact policy

The vast majority of people who contact us deal with us in a reasonable manner. Given the nature of the issues we deal with, people may be experiencing considerable stress and we do our utmost to understand and deal compassionately with this.

However, if someone does not act in a reasonable manner our staff are instructed to follow this policy.  We cannot tolerate behaviour which is abusive, offensive, threatening or, due to the frequency of contact, accounts for a disproportionate use of time and resources that could be spent more effectively dealing with other issues or other members of the public.

Unreasonable conduct

Behaviour is classified as unreasonable if it comprises:

Unreasonable persistence Persisting with an issue which has already been considered and closed. It may be manifested in different ways; for example, insisting that the issue be looked at again, re-framing it so as to present it as a new issue, persevering with an argument that has earlier been addressed or making contact numerous times over a short period of time, through one or more channels.

Unreasonable demands Expecting an outcome or approach that is unrealistic or disproportionate. An example would be demanding we consider an issue which is outside of our remit.

Unreasonable lack of co-operation For example, not identifying the issue clearly, not providing details in writing when requested, sending large volumes of potentially unnecessary material and expecting an immediate response, altering the nature of the issue midway through the investigation process or dishonesty in relation to facts.

Unreasonable arguments For example, exaggerating issues, presenting irrelevant and/or unreasonable arguments, placing too much emphasis on trivialities, insisting that their version of events be accepted as fact where there is no objective evidence to support this view or refusing to consider reasonable counter-arguments.

Unreasonable behaviour For example, threatening violence, abusing staff, rude or aggressive conduct or threatening self-harm. It also includes the unauthorised recording of conversations with CCPC staff and their broadcast or publication without express permission.

How we manage unreasonable behaviour

When we consider that a person’s behaviour is unreasonable, we will tell them and ask them to change their behaviour.

If the unreasonable behaviour continues, we will take steps to restrict that person’s interaction with us. A decision to restrict access will only be taken after we have reviewed, in consultation with the Service Manager, the service which we have given. Any restrictions imposed will be appropriate and proportionate. The options we are likely to consider are:

  • Requesting that contact be made only in a particular form (letter or email)
  • Requiring that contact takes place with a named member of staff only
  • Restricting access to our offices or other communications channels
  • Asking the person to enter into an agreement about their future conduct
  • Terminating all contact if  the unreasonable behaviour does not stop (this decision will be taken following a review by the Service Manager and the Director of the relevant division)

Regardless of an individual’s behaviour, we will act respectfully at all times.

*The CCPC acknowledges that this policy is based on that of the Office of the Ombudsman. 

The Customer Action Plan is a three year plan to assist us in achieving our aim of excellent customer services. It tells you how we plan to provide the best possible service to everyone who contacts us.

Introduction to the CCPC

The Competition and Consumer Protection Commission (CCPC) was established on 31 October 2014. Our mission is “to make markets work better for consumers and businesses”. Our vision is for open and competitive markets where consumers are protected and empowered and businesses actively compete.

The CCPC has a broad mandate, with statutory responsibility for the enforcement of competition and consumer protection law. As well as our enforcement responsibilities, we have a responsibility to promote competition and consumer welfare.

We have four Strategic Goals. These are:

  1. We will use our enforcement and regulatory powers to make markets work better and get the best results for consumers
  2. We will promote the benefits of competition and consumer protection through our advocacy and public awareness activities
  3. We will empower and equip consumers to make informed choices and assert their rights
  4. We will continue to develop as a results-driven organisation that aspires to the highest standards in everything we do

Our work is implemented through the following activities:

Enforcing competition law

We are responsible for enforcing Irish and European competition law in Ireland. We conduct investigations, and civil or criminal enforcement proceedings may follow where we find evidence of breaches of competition law.

Enforcing consumer protection law

We enforce a wide range of consumer protection legislation, mainly arising from EU Directives which were designed to protect consumers at all stages of a transaction. To address breaches of consumer protection legislation, the CCPC can select from a range of enforcement tools to tackle unacceptable practices that mislead, are unfair or harm consumers in other ways.

Assessing mergers

We must be notified about proposed mergers, acquisitions and takeovers which reach a certain turnover threshold, and all media mergers. We assess whether they are likely to result in a substantial lessening of competition in the affected markets. We may approve the transaction, block the transaction or impose conditions which will address our competition concerns.

Enforcing product safety regulations

We ensure that product safety standards are being complied with through the General Product Safety Directive and other related sector-specific regulations. We also share information about dangerous goods and enforcement measures across the EU through the RAPEX system.

Grocery sector regulations

On the 30 April 2016, the Grocery Goods Regulations took effect, placing obligations on grocery businesses in Ireland. The purpose of the Regulations is to facilitate greater certainty and transparency in the dealings between suppliers and grocery businesses. We are responsible for monitoring compliance with the Regulations, investigating complaints and, where appropriate, taking enforcement action.

Alternative Dispute Resolution (ADR)

Another function of the CCPC is responsibility for assessing applications from bodies who wish to become ADR entities. We will assess whether the entity qualifies as an ADR entity within the scope of the Regulations and complies with the quality requirements. We will maintain and publish a list of approved ADR entities.

Advising Government and influencing policy

We advise the Government, its agencies and public bodies on how proposed legislation or regulations could affect markets in terms of competition and/or consumer welfare.

Encouraging business compliance

We seek to foster a culture of compliance throughout the economy by helping businesses to take active steps to comply with the law.

Informing consumers about their rights

We inform consumers of their rights by providing them with access to information when and where they need it. We also develop public awareness campaigns and participate in various forms of media to communicate our messages.

Personal finance information and education

We have a specific role under legislation to provide personal finance information and education to consumers. The actions under this remit include providing information through our consumer helpline and website, conducting public awareness campaigns as well as working on financial education programmes for schools and workplaces.

 

Our Commitment to the Principles of Quality Customer Service[1]

The CCPC wishes to provide the best possible service to everyone who contacts us. We do this through the commitments to Quality Customer Service outlined below.

Quality Service Standards

Principle: Publish a statement that outlines the nature and quality of service which customers can expect and display it prominently at the point of service delivery.

The CCPC is committed to providing a helpful, courteous and effective service to all customers. The standards of service customers can expect when interacting with us are outlined in our Customer Service Charter.  The majority of customers contact the CCPC through our website or our helpline and therefore both the Charter and Action Plan are available on our website www.ccpc.ie.  Both the Charter and Action Plan will be made available in hard copy, upon request.

Commitment Performance Indicator
Publish a Customer Service Charter and Customer Action Plan 2017 – 2020. Charter and Action Plan are available on our website and in hard copy upon request.
Encourage a customer service culture among staff through induction and training as appropriate. Staff familiarity with our commitments as evidenced by feedback.
Ensure all staff are aware and adhere to the commitments made. Feedback received from staff and external customers, customer service audit results.

Equality/Diversity

Principle: Ensure the rights to equal treatment, established by equality legislation, and accommodate diversity, so as to contribute to equality for the groups covered by the equality legislation (under the grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and membership of the Traveller Community). Identify and work to eliminate barriers to access to services for people experiencing poverty and social exclusion, and for those facing geographic barriers to services.

The CCPC is committed to delivering a service that is available to all. We are dedicated to ensuring that no one is discriminated against in their interactions with us.

Commitment Performance Indicator
Ensure that all customers are treated equally in line with legislation. Customer feedback.
Provide training to staff on equality and diversity matters, as required. Feedback on PMDS form.
Implementation of policies aimed at ensuring equal treatment of customers. Customer and management feedback.

 Physical Access

Principle: Provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs.

We pride ourselves in keeping our offices in a clean and safe condition, and we abide by health and safety standards. Our staff include a Safety Officer, Safety Representative, Fire Wardens and an Access Officer. The Access Officer co-ordinates any assistance that may be needed by those who have a disability.  To assist us in ensuring privacy in discussions we encourage visitors to our office to make an appointment before visiting.

Commitment Performance Indicator
Monitor and maintain the safety and cleanliness of our offices. Offices are maintained to an acceptable standard.
Ensure appropriate meeting facilities are available for customer visits. Customer feedback.
Address health and safety issues at regular health and safety meetings. Number of meetings attended and issues addressed efficiently and effectively.
Maintain an appropriate number of trained safety staff. Appropriate number of adequately trained health and safety and fire officers available.

Refresher training provided in line with best practice.

All staff participate in emergency and evacuation drills. Fire drills held quarterly.

Level of adherence of staff with emergency evacuation procedures.

Evacuation report compiled post fire drills and issues addressed efficiently.

Premises is Disability Access Certified. Premises certified.

 Information

Principle: Take a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact and meets the requirements of people with specific needs. Ensure that the potential offered by Information Technology is fully availed of and that the information available on Public Service websites follows the guidelines on web publication. Continue the drive for simplification of rules, regulations, forms, information leaflets and procedures.

The CCPC has two main points of information for external customers, our website and our helpline.  The website provides clear and up to date information and is designed to meet high accessibility standards.  In this regard, it follows guidelines set out by the W3C (the World Wide Web Consortium). The W3C WAI (Web Accessibility Initiative) produces accessibility guidelines that are an internationally recognised benchmark of accessibility. We make every effort to communicate with people in a way that is suitable to their needs, providing information in simple language that is easily understood. Our consumer helpline is another key avenue for providing information. Its function is to inform consumers by answering queries relating to general consumer rights, personal finance products/services and competition matters.

Commitment Performance Indicator
Provide as much useful information as possible through our website and follows W3C WAI guidelines. Customer feedback.
Use plain English written communications, keeping the use of technical or official terms and jargon to a minimum and where necessary explaining these terms. Customer Service audits.
Ensure all website contact methods are in working order. Regular functionality and accessibility checks.

All forms checked once a month.

All email addresses checked once a quarter.

Make staff information and updates on matters of interest available via the Intranet and internal newsletter where practicable. Staff feedback regarding availability and ease of access to information.

Timeliness and Courtesy

Principle: Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer. Give contact names in all communications to ensure ease of on-going transactions.

The CCPC believes in treating everyone with respect and courtesy.

Commitment Performance Indicator
Answer the telephone promptly and identify ourselves when doing so. Customer feedback.
Ensure that when staff are out of the office, appropriate voicemail and out of office email messages are active. Audit of absence messages by staff.
Ensure that all staff provide their contact details in any correspondence to allow for easy follow up. Audit of correspondence.
Ensure written correspondence is acknowledged within five working days. Audit of correspondence.
Provide a response to correspondence within 15 working days. When this is not feasible due to the need for significant investigation, research or resources we will provide an update within 15 working days which will outline the expected time frame for the response. Audit of correspondence.
Answer queries received through social media within 24 hours during the working week, where practicable. Audit of correspondence.
Maintain and update regularly a current organisation chart on the CCPC website so that customers can easily ascertain the Division with which they should correspond. N/A

 Complaints

Principle: Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided.

We aim to provide a high quality service to everyone, however if on occasion we fail to meet the standards outlined in the Charter we have a simple and efficient complaints procedure in place, which is also outlined in the Charter.

Commitment Performance Indicator
Ensure all complaints are addressed promptly, fairly and in a consistent manner. Audit of complaint records.
Keep customers up to date by providing information on their complaint to them on an ongoing basis. Audit of complaint records.
Review the complaints procedure to ensure it is fit for purpose. Complaints procedure reviewed in line with customer feedback.

Appeals

Principle: Similarly, maintain a formalised, well-publicised, accessible, transparent and simple-to-use system of appeal/review for customers who are dissatisfied with decisions in relation to services.

Should the complainant not be satisfied with the outcome of their initial complaint, the CCPC has a clear and simple appeals process. The customer can appeal the decision by writing to the Quality Customer Service Manager, and subsequently the Office of the Ombudsman.

Commitment Performance Indicator
Ensure staff are aware of the appeals process.

 

Staff feedback.
Ensure that the Quality Customer Service Manager acknowledges the complaint within five working days and tries to resolve the matter within 10 working days. Audit of appeals.

 Consultation and Evaluation

Principle: Provide a structured approach to meaningful consultation with, and participation by, the customer in relation to the development, delivery and review of services. Ensure meaningful evaluation of service delivery.

Consultation and feedback are important to us as they help us to understand customer expectations, requirements and any deficiencies in the services we provide. We have consulted staff in the preparation of this action plan to ensure it is realistic. Our Charter includes mechanisms for providing feedback on our service delivery on an ad-hoc basis.

Commitment Performance Indicator
Encourage customers to provide feedback. Customer feedback.
Develop and launch a Customer Service Survey to assess our performance under the Principles. Customer Service Survey conducted.
Take action based on feedback and results. Corrective action taken.
Use the results of the survey to form the basis of the next Plan. Next Plan addresses issues raised in the survey.
Consult staff in the preparation of the next plan. Staff survey to gather feedback and suggestions.

Official Languages Equality

Principle: Provide quality services through Irish and/or bilingually and inform customers of their right to choose to be dealt with through one or other of the official languages.

Customers have the ability to interact with us through Irish if they so wish.

Commitment Performance Indicator
The CCPC will publish a Scheme under the Official Languages Act 2003 which will detail the services the CCPC will provide through Irish, through English, through both Irish and English. Up to date Scheme published and commitments implemented in line with timeframes in the Scheme.

Internal Customer

Principle: Ensure that employees are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues.

We acknowledge that CCPC staff members are also customers, and therefore should receive a similar high standard of service to that of our external customers. We are committed to supporting our staff to enable the provision of an excellent service both internally and externally.

Commitment Performance Indicator
Provide staff access to information sources to assist them in their role and encourage knowledge sharing across the organisation.

 

Staff feedback.
Encourage open communication and consultation with all staff. Evidence of acting upon staff feedback, when appropriate.
Implement the CCPC’s Organisation Development Strategy. Completion of projects and tasks detailed in the Organisational Development Programme.

Choice

Principle: Provide choice, where feasible, in service delivery including payment methods, location of contact points, opening hours and delivery times. Use available and emerging technologies to ensure maximum access and choice and quality of delivery.

The CCPC makes every effort to provide multiple ways for our customers to find information about us and to contact us.

Commitment Performance Indicator
Provide a range of contact channels, i.e. letter, email, online forms, social media and phone. Customer feedback
Meet members of the public or return calls at a time suitable to them. Customer feedback

Better Coordination

Principle: Foster a more co-ordinated and integrated approach to delivery of public services.

The CCPC works in partnership with a range of organisations in Ireland and internationally including business groups, sector regulators, government departments and other competition and consumer bodies across the world.

Commitment Performance Indicator
Participate in the implementation of the Public Service Reform Programme.

 

Implementation of Public Sector reform initiatives.

Participation in appropriate meetings/networks.

Enter into formal agreements with other bodies to facilitate co-operation, information-sharing and effective investigation of consumer protection and competition issues. Number of agreements in place and usage of agreements.
Participate with Public Sector Networks where possible. Attendance and sharing knowledge at cross body meetings e.g. NCSSA meetings, DJEI working groups.

Monitoring & Reporting

Continuous improvement is important to the CCPC. We are not happy to just operate under a set of standards. We will push for continuous improvement to ensure we provide the best service that we can. We will monitor our performance against the standards outlined to make sure we are achieving them, and take action if we are not.

In the final year of this Plan, we will develop a Customer Service Survey to assess our performance. The exact type and number of customers it will be sent to will be determined upon consultation with appropriate staff members. After collecting and analysing the results of the survey, we will draft a new Action Plan which will focus on the areas for improvement highlighted in the results.

Our Annual Report will have a dedicated Customer Service section, where we will report our progress against the set standards.

[1] The Principles of Quality Customer Service are set out by the Department of Public Expenditure and Reform: See http://www.per.gov.ie/en/qcs-initiative/

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