Service charter

Introduction

The Competition and Consumer Protection Commission (CCPC) has a broad remit which covers the entire economy and we are contacted by approximately 50,000 people every year.

When dealing with people, we provide information and assistance to the best of our abilities. When we cannot be of help, we explain why and we try to be as clear as possible as to what our role is, and in that context, what we can and cannot do. We also have to make choices about how we prioritise issues and we focus on areas that can harm the competitive process or result in widespread harm to consumers. We are committed to being open and transparent in our decisions.

You can read more about our work here.

As a public sector organisation, we are committed to providing a quality service to citizens. This Service Charter sets out the standards of service which you can expect to receive from us. We regularly review the feedback we receive, as well as our processes to make sure we are living up to the commitments made in this Charter.

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 straight away 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 if your query relates to a matter which is outside our area of responsibility

Responding to you

Corporate/reception line 01 402 5500

General calls to the organisation in relation to corporate matters, competition matters and mergers are answered and redirected through our reception line.

  • Our reception line is open Monday to Friday 9.00am to 5.00pm

Consumer helpline 1890 432 432 / 01 402 5555

Our helpline provides information to consumers about their rights and personal finance products and services.

  • Our consumer helpline is open Monday to Friday 9.00am to 6.00pm

Written correspondence/website form

  • When you email us through our website contact page, you will receive an email acknowledgement from us and a copy of the email you have sent. If you send us a letter or fax, we will acknowledge receipt within five working days. We aim to provide you with a full response within 15 days and the vast majority of the contacts we receive are responded to within this time-frame. Complex issues requiring significant investigation, research or resources are likely to take longer than 15 days to be considered fully. Where this is the case, you will receive an update from us within 15 days which will outline the expected time-frame for a full response

Social media

  • Queries we receive through Facebook and Twitter are responded to as soon as possible – usually within 24 hours (except at weekends)

Visits from the public

  • We are happy to meet members of the public face-to-face. In order for us to make sure we can answer your query properly, 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.

You can also request an alternative time frame with the person you are dealing with, and we will try to accommodate reasonable requests.

Data protection and accessibility

Whichever way you get in touch, we will respect the confidentiality of any personal information you provide to us and will only use it in line with the law.
Our website is designed to the highest possible accessibility standards and we are committed to providing information using clear and simple language. Technical or official terms and jargon will be kept to a minimum. We make every effort to communicate with people in a way that is suitable to their needs.
If you are not able to access any of the information on our website, hard copies of documents can be requested by getting in touch with us. The document will be sent by post within one working day. Our Access Officer can provide assistance if you have a disability and you wish to access our services. Please contact:

Paul Cannon
Access Officer
Direct Line: 01 402 5516
Email Address: accessmanager@ccpc.ie
Competition and Consumer Protection Commission
Parnell House
14 Parnell Square
Dublin 1

Official languages

If you would like to deal with us in Irish, we will do our best to facilitate you. We will reply in Irish if correspondence is received in Irish and we publish key strategic documents such as our annual report in Irish and English.

How you can help when contacting us

  • 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
  • Provide accurate and relevant information
  • Give feedback through comments, compliments or complaints about the quality of the service you receive
  • 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 offensive or abusive people. 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 our Unreasonable Contact Policy.

Our commitment to service

We wish to provide the best possible service to everyone who contacts us. This Service Charter is our commitment to you and we strive to meet the commitments set out in the Charter. We view feedback as an important part of our continuous improvement process. If you are unhappy at any stage with the process when you are dealing with us, you can ask to speak with, or have the matter referred to, a line manager. Once you ask for this, the staff member will refer you to the appropriate person or arrange for that person to contact you.
If you are not happy with the service you have received, and feel it doesn’t meet our Service Charter, you can lodge a formal complaint with our Service Manager.
If you would like to provide feedback on your experience of dealing with us (good or bad) please email us at servicecharter@ccpc.ie. For other queries see our contact details.

Making a complaint

The role of the Service Manager is to conduct a formal review of your complaint and they are authorised to raise the issue with any staff member in the CCPC. The Service Manager will independently examine a complaint from the perspective of our Service Charter and having reviewed the information, determine whether our customer service procedures were adhered to. You can make a complaint to our Service Manager using this email address: servicecharter@ccpc.ie.

We 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, we will let you know and advise you when we expect 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.

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.

Complaint form

This form is for queries 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.
  • This will be included on previous correspondence with us

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. 

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