Customer Service Charter

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. In 2021, we published a three-year Customer Action Plan, which outlines our commitment to providing an effective service as outlined under the Guiding Principles of Quality Customer Service.

Introduction

The Competition and Consumer Protection Commission (CCPC) is the statutory body responsible for enforcing and promoting compliance with competition and consumer protection law in Ireland.

Our aim is to use our knowledge, skills and statutory powers to promote competition and improve consumer welfare. To achieve this, we work to influence public debate and policy development, grow public understanding of the importance of open and competitive markets, promote competition and highlight the interests of consumers. We provide information to consumers about their rights, personal finance and product safety, through a consumer helpline, a dedicated section of our website ccpc.ie, public awareness campaigns and through our various financial education initiatives. We have statutory roles in relation to Alternative Dispute Resolution, credit intermediaries and the regulation of business relationships in the grocery sector. You can read about our work here.

This charter has been written in accordance with the twelve Principles of Quality Service for Customers and Clients of the Public Service. The commitments set out in the charter are not intended to create or confer any new legal rights for people contacting the CCPC.

How to contact us

You can contact the CCPC in the following ways:

Customer service commitments

As a public sector organisation, we are committed to providing a quality service to citizens. In order to achieve this we will interact with our customers in a straightforward, polite, helpful, open and professional manner and treat our customers fairly and consistently.  This Customer Charter (Charter) supports this aim. This Charter does not cover in detail all the functions and services we provide, but outlines our commitment to you in respect of contacting the CCPC.  This Charter presents our commitments under relevant headings:

Equality/diversity:

The CCPC is committed to diversity and will ensure that the right to equal treatment as established by equality legislation is upheld. We will:

  • communicate in Irish and Irish Sign Language, on request, taking account of the technical nature and language of our work
  • publish major documents, such as our annual report, in Irish and English at the same time; and publish a Language Scheme under the Official Languages Act 2003, once approved by the Department of Tourism, Culture, Arts, Gaeltacht, Sport and Media

Also, our Access Officer is happy to arrange supports for people with disabilities who access our information and services. You can get in touch by calling our switch (Ph:00353 1 4025500) and asking for the Access Officer or by emailing accessmanager@ccpc.ie .

Contact by phone:

  • We aim to answer all calls to our dedicated lines as quickly as possible 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.
  • We will try to deal with your query as quickly as possible, but if your query is unusual or raises complex issues, we may arrange a call back at a time convenient for you or we may ask you to write to us. This is so that we can give you the fullest answer possible.
  • If we are not the appropriate body to deal with your query we will try to give you the details of any relevant body or organisation that may be better placed to deal with your query.

Contact in writing:

  • We will acknowledge receipt of written correspondence within 5 working days and aim to provide a full a written response, where required, within 15 working days.
  • We will contact you, as appropriate, if we cannot reply within 15 working days to explain the reason for the delay and tell you when you can expect a further response.
  • Queries we receive through Facebook and Twitter are responded to as soon as possible, usually within 24 hours during the working week.

Searches and inspections

As part of the CCPC’s enforcement role, our staff may visit your workplace to conduct a search or inspection.  When doing so our staff will:

  • act in a professional and courteous manner
  • show their identification card or warrant of appointment as an authorised officer of the CCPC
  • give clear, helpful information on the purpose of the search/inspection;
  • give contact details for any queries following the search/inspection
  • enforce legislation in a targeted, fair, consistent, open and accountable manner.

How you can help us help you

We request that our customers approach us with courtesy and respect. Staff of the CCPC are not obliged to deal with people who are offensive or abusive towards them and we reserve the right to decline enquiries which are of a frivolous, vexatious or repetitive nature. Please review our Unreasonable Contact Policy to find out more.

To assist us in providing a quality service to you, we request that you:

  • Provide your full contact details if you require a response.
  • Clearly state the assistance you need and give us accurate and relevant information, including supporting documents, where necessary.
  • Respond to requests for additional information as promptly as possible or if following up on correspondence, and you have been given a reference number, please use it when contacting us.
  • 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.
  • Provide feedback on your experience of dealing with us. You can do so by emailing servicecharter@ccpc.ie.

How to complain about the CCPC

If you are not satisfied with the service you have received from the CCPC, you can ask the staff member you’re dealing with to put you through/refer the matter to their line manager.  If the issue remains unresolved after engaging with the manager or you feel the service you received didn’t meet the standards outlined in this Customer Charter, you can appeal by lodging a formal complaint with our Quality Customer Service Manager or you can request a meeting by emailing servicecharter@ccpc.ie.

The role of the Quality Customer Service Manager is to carry out a formal review of your complaint to see whether or not the CCPC’s customer service commitments were met, and not to make a judgement about the decision-making process of a staff member or manager.

The Quality Customer Service Manager will acknowledge your complaint within 5 working days and try to resolve the issue within 10 working days. If they need to further investigate the matter, they will let you know and advise you when they expect to be able to provide a full response.

Following this internal process, if you still feel that the response did not meet the standards of this Customer Charter, you may contact the Office of the Ombudsman.

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.
  • This will be included on previous correspondence with us

Cairt

Réamhrá

Bunaíodh an Coimisiún um Iomaíocht agus Cosaint Tomhaltóirí an 31 Deireadh Fómhair 2014. Is é ár misean ná ár n-eolas, ár gcuid scileanna agus ár gcumhachtaí reachtiúla a úsáid chun iomaíocht a chur chun cinn agus leas tomhaltóirí a fheabhsú. Is féidir leat léamh faoinár n-obair anseo.

A bheith ina eagraíocht san earnáil phoiblí, táimid tiomanta do sheirbhís ardchaighdeáin do shaoránaigh ar fáil agus d’aidhm déanamh amhlaidh a chur i bhfeidhm an Cairt Seirbhís do Chustaiméirí (“an Chairt”). Leagann an Chairt seo amach na caighdeáin seirbhíse ar féidir a bheith ag súil a fháil uainn, mar bhall den phobal agus mar bhall foirne na heagraíochta. Is sa Chairt go sonrach le gcaoi a idirghníomhú le leat, agus ár n-iompar le linn na idirghníomhaíochtaí.

Ár dTiomantas dár gCustaiméirí

Tabharfar an leibhéal seirbhíse is airde agus is féidir d’aon duine a dhéanann teagmháil linn. Chun seo a dhéanamh, déanfaimid na nithe seo:

  • Nuair a glaonna teileafóin a fhreagairt, a aithint dúinn féin. Más rud é nach féidir do cheist chóir déileáil leo láithreach déanfaimid socruithe glaoch ar ais ag am áisiúil duit.
  • Freagairt go pras (laistigh de lá oibre) nuair atá teachtaireacht teileafóin againn. Má tá an fhoireann amach as an oifig, beidh glórphoist a chur i ngníomh lena n-áireofar an teagmháil eile.
  • A thabhairt duit na sonraí teagmhála ar aon chomhlacht nó eagraíocht cuí a d’fhéadfadh sé lonnaithe níos fearr chun déileáil le do cheist.

Tréimhsí ama sonracha nuair a fhreagraítear duitse

Teileafóin

Is mian linn do gach glaoch ar ár línte tiomnaithe le freagairt go tapa le linn uaireanta oscailte. Is é ár líne chabhrach do thomhaltóirí ar oscailt ó Luan go hAoine 9:00-06:00, agus is é ár líne a corparáideach ar oscailt ó Luan go hAoine 9:00-05:00.

Comhfhreagras Scríofa

Tabharfaimid admháil ar chomhfhreagras scríofa laistigh de chúig lá oibre agus mar aidhm againn a chur ar fáil duit le freagra ar cheisteanna taobh istigh de 15 lá oibre. Is dócha go níos faide ná 15 lá oibre a chur san áireamh go saincheisteanna casta gur gá dóibh imfhiosrú, taighde nó acmhainní suntasacha. Má éiríonn sé seo, gheobhaidh tú thabhairt cothrom le dáta uainn laistigh de 15 lá oibre.

Ardán na Meáin Shóisialta

Freagraítear do na fiosruithe a fhaighimid trí Facebook agus Twitter chomh luath agus is féidir – de ghnáth laistigh de 24 uair (Ach amháin deireadh seachtaine).

Caighdeáin is féidir leat a bheith ag súil nuair tú teagmháil linn

Mar chuid de sheirbhísí beidh muid ag soláthar;

  • Bíodh meas agat ar aon fhaisnéis phearsanta a sholáthraíonn tú dúinn faoi rún, agus úsáidfidh sí ach amháin i gcomhréir leis an dlí.
  • Cabhair do dhaoine ar mian leo comhfhreagras a dhéanamh le linn as Gaeilge. Freagróimid i nGaeilge má fhaightear comhfhreagras i nGaeilge agus Scéim na Gaeilge a fhoilsiú faoi Acht na dTeangacha Oifigiúla 2003.
  • Caithfimid le gach duine go cothrom agus féachaint le seirbhís atá ar fáil agus intuigthe do chách. Má tá tú faoi mhíchumas agus cabhair ag teastáil uait rochtain a fháil ar ár seirbhísí Is é ár n-Oifigeach Rochtana sásta cabhrú leat. Is féidir leat dul i dteagmháil trí ghlaoch ar (01) 402 5516 nó trí ríomhphost a sheoladh accessmanager@ccpc.ie ba chóir cúnamh de dhíth ort.
  • Iarratas a dhéanamh ar na caighdeáin inrochtaineachta is airde is féidir ár suíomh gréasáin agus faisnéis a sholáthar i dteanga shoiléir shimplí.
  • A chinntiú go bhfuil glan, sábháilte agus ar dheis áiseanna cruinnithe ar fáil le haghaidh do chuairt.

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

  • Soláthair faisnéis chruinn agus ábhartha.
  • 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.
  • Más mian leat chun bualadh leis an eagraíocht, iarraimid ort coinne a dhéanamh sula dtugann siad cuairt ionas gur féidir linn a chinntiú go bhfuil ball foirne ábhartha a bhfuil an saineolas ceart atá ar fáil. Chun coinne a dhéanamh glaoigh ar (01) 402 5500 nó info@ccpc.ie ríomhphost.
  • Caith lenár bhfoireann sa chaoi ar mhaith leat go gcaithfí leat féin.

Tóg faoi deara nil aon oibleagáid gur cheart d’fhoireann na CCPC chun déileáil le urghránna nó maslach i dtreo leo. Sa chás go léiríonn duine gcineál seo iompair, tá ár bhfoireann treoraíodh do deireadh an glaoch gutháin nó gan freagra a thabhairt ar an comhfhreagras. Tuilleadh eolais faoin trí a léamh ar an mBeartais Teagmhála Míréasúnta thuas.

Próiseas thuairisciú imní / ceist i leith na gealltanais na Cairte

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 Seirbhísí Custaiméirí Ardchaighdeáin. Má tá an cheist gan réiteach nó a bhraitheann tú an tseirbhís a fuair tú, níor comhlíonadh na gcaighdeán atá leagtha amach sa Chairt um Sheirbhís do Chustaiméirí, is féidir leat achomharc a dhéanamh ag gearán foirmiúil a thaisceadh lenár mBainisteoir Seirbhísí Ardchaighdeáin do Chustaiméirí nó is féidir leat a iarraidh cruinniú leo baint úsáide as an teagmháil foirm.

Is é ról an Bhainisteoir Seirbhísí Custaiméirí Ardchaighdeáin 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.

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.

An chaoi ar féidir leatsa cuidiú linne ár n-aidhm seirbhís do chustaiméirí is fearr a bhaint amach

Más mian leat aiseolas a thabhairt ar do thaithí ag déileáil le linn,bain úsáid as an bhfoirm teagmhála. Táimid ag athbhreithniú rialta ar an aiseolas a fhaighimid, chomh maith le hathbhreithniú a ár bpróisis chun a chinntiú táimid ag maireachtáil suas go dtí na gealltanais a rinneadh sa Chairt seo. I gcás gach gnóthaí eile, féach an teagmháil linn leathanach.

Unreasonable Contact Policy

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. 

Customer Action Plan

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’s (CCPC) mission is to use our knowledge, skills and statutory powers to promote competition and enhance consumer welfare. Our vision is for open and competitive markets where consumers are protected and businesses actively compete.

The CCPC has a broad mandate, with statutory responsibility for enforcing 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:

  1. We will use our powers to deliver effective enforcement and compliance outcomes.
  2. We will empower consumers to make informed decisions by providing information about their rights, personal finance and product safety.
  3. We will be a leading voice in representing the interests of consumers and promoting competition.
  4. We will continue to invest in our people, governance and infrastructure, continuously improving in a changing workplace environment.

We do our work in the following ways:

Enforcement

  • Enforcing competition law – we enforce Irish and European competition law in Ireland. We conduct investigations and can take civil or criminal enforcement action if we find evidence of breaches of competition law.
  • Enforcing consumer protection law – we enforce a wide range of consumer protection legislation. We conduct investigations and if we find evidence, have a variety of enforcement tools, both civil and criminal to tackle breaches.
  • Assessing mergers – we must be notified about proposed mergers, acquisitions and takeovers which reach a certain financial threshold, and all media mergers. We assess whether they are likely to result in a substantial lessening of competition.
  • Enforcing product safety law – we work to ensure that product safety law within the CCPC’s remit is complied with. We also share information about non-compliant or unsafe goods across the EU through the Safety Gate

Providing information

  • Influencing public debate and policy development– we highlight to Government and other policymakers the possible impact of proposed legislation or regulations on competition and/or consumer welfare. We also study markets and recommend ways in which competition or consumer welfare can be improved.
  • Informing consumers about their rights – we empower consumers by giving them information about their rights through our helpline and website. We also run public awareness campaigns.
  • Encouraging business compliance – we aim to foster a culture of business compliance by informing businesses of their obligations under the law and through our compliance inspection framework
  • Personal finance information and education – we have a specific role under legislation to provide personal finance information and education to consumers.

Protection and regulation

  • Grocery sector regulations – we are responsible for monitoring compliance with the Grocery Goods Regulations, investigating complaints and, where appropriate, taking enforcement action.
  • Platform to Business Regulations– we are responsible for monitoring compliance with and enforcement of the Platform to Business Regulations. These rules create a fair business environment for smaller businesses and traders on online platforms.
  • Authorised Credit Intermediaries – we share responsibility with the Central Bank for regulating the advertising of credit facilities and have specific responsibility for the authorisation of credit intermediaries and for maintaining the Register of Credit Intermediaries.
  • Alternative Dispute Resolution – we assess applications from parties that wish to become Alternative Dispute Resolution (ADR) entities under the ADR Regulations. ADRs aim to resolve disputes between consumers and traders out-of-court.

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

The CCPC wishes to provide the best possible customer service to all who engage with us.

This Plan presents the CCPC’s commitments under the twelve Principles of Quality Service for Customers and Clients of the Public Service:

Principle 1: 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 consumer 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, on request.

Commitment Performance Indicator
We publish a Customer Service Charter and Customer Action Plan 2021 – 2023. Charter and Action Plan are available on our website and in hard copy upon request.
We encourage a customer service culture among staff through induction and training. Staff familiarity with our commitments as evidenced by feedback.
We ensure all consumer helpline staff are aware and adhere to the Charter commitments. Helpline staff familiarity with our commitments as evidenced by quality reviews.

Equality/Diversity

Principle 2: 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
We will assess and identify the human rights and equality issues under the Public Sector Equality and Human Rights Duty that are relevant to our functions. We will also identify the policies and practices to address these issues. In our Annual Reports we will report in a manner accessible to the public on our developments and achievements in this regard. relevant issues and related policies or practices identified

progress reported in Annual Reports

We will seek to ensure that any issues or difficulties in relation to physical access are addressed, without delay. Individual customer feedback in relation to specific instances. Access Officer contact resolutions.

 Physical Access

Principle 3: 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 includes a Safety Officer, Safety Representative, Fire Wardens and an Access Officer. The Access Officer co-ordinates any assistance that may be needed by external customers 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
We ensure appropriate meeting facilities are available for customer visits. Number of issues identified by staff, visitors or in H&S Audits.
We address health and safety issues through regular health and safety audits and communication with colleagues. Audit results

Number of issues raised and efficiency of how issue is addressed

We 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 bi-annually.

Level of adherence of staff with emergency evacuation procedures.

Evacuation report compiled following fire drills and issues addressed efficiently.

We monitor and maintain the safety and cleanliness of our offices. Offices are maintained to an acceptable standard

 Information

Principle 4: 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 consumer 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
We aim to provide relevant, accessible and accurate information on our website. Website audit results
We will conduct a full accessibility audit on our website in 2021. Positive audit results
We will organise plain English training for staff. We will avoid legal words and jargon where we can. If we need to use complicated or legal words, we will explain what they mean. Customer feedback
We ensure all online contact methods are in working order. Regular functionality and accessibility checks.

All forms checked once a month.

All email addresses checked once a quarter.

Update staff on matters of interest efficiently and effectively via the Intranet and internal newsletter, where practicable. Staff feedback regarding availability and ease of access to information

Timeliness and Courtesy

Principle 5: 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. Low level of customer service complaints
Ensure that when staff are not working for extended periods of time, appropriate voicemail and out of office email messages are active. Low level of customer service complaints
Ensure that all staff provide their contact details in any correspondence to allow for easy follow up. Low level of customer service complaints
Ensure written correspondence is acknowledged within five working days. Levels of adherence
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. Levels of adherence
Answer queries received through social media within 24 hours during the working week, where practicable. Levels of adherence

 Complaints

Principle 6: 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
We ensure all customer service complaints are addressed promptly, fairly and in a consistent manner. Audit of complaint records.
Keep customers up to date by providing them with information on their customer service complaint on an ongoing basis. Audit of complaint records.

Appeals

Principle 7: 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 and this is detailed in our Customer Service Charter. The customer can appeal the decision by writing to the Quality Customer Service Manager, and subsequently the Office of the Ombudsman.

Commitment Performance Indicator
The Quality Customer Service Manager acknowledges the complaint within five working days and tries to resolve the matter appropriately within 10 working days. Audit of appeals.

 Consultation and Evaluation

Principle 8: 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 areas for improving the service we provide. We have consulted staff in the preparation of this action plan to ensure it is realistic. Our Charter includes ways to give feedback on how we deliver our service.

Commitment Performance Indicator
We will conduct a Customer Service Survey to assess our performance under the Principles. Publication of survey results and survey results inform the new Action Plan
We will take action based on feedback and results. Corrective action taken

Choice

Principle 9: 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
We will develop a webchat facility to enhance our customer experience. Customer feedback

Official Languages Equality

Principle 10: 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 or Irish sign language 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. On approval of the CCPC’s Language Scheme commitments are implemented on time and to an appropriate standard
Encourage staff both formally and informally to develop and improve their Irish language skills. Number of courses offered

Better coordination

Principle 11: 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
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 use of agreements
Participate in relevant Public Sector networks. Attendance and sharing knowledge at meetings

Internal Customer

Principle 12: Ensure that employees are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues.

We are committed to supporting our staff to enable them to provide 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. We are committed to supporting our staff to enable them to provide an excellent service both internally and externally.
Encourage open communication and consultation with all staff. Evidence of acting upon staff feedback, when appropriate.
The CCPC works with employees with declared disability on tailored training and on-the-job learning supports to assist them in the workplace. Staff feedback

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.

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.

Last updated on 26 February 2021

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