Customer Service Charter and Action Plan

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 and credit intermediaries. 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:

• Telephone: (01) 4025555
• Email: info@ccpc.ie
• Competition complaints can be sent to Complaints@ccpc.ie
• Traders can notify the CCPC of unsafe products via ProductSafety@ccpc.ie.
• Through our online forms on our website ccpc.ie
• By post at Competition and Consumer Protection Commission, Bloom House, Railway Street, Dublin 1, D01 C576.
• Facebook via https://www.facebook.com/CCPC.ie
• Twitter via https://twitter.com/CCPCIreland

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 facilities@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.

Réamhrá

Is comhlacht reachtúil é an Coimisiún um Iomaíocht agus Cosaint Tomhaltóirí (CCPC) atá freagrach as comhlíonadh an dlí iomaíochta agus cosanta tomhaltóirí in Éirinn a fhorfheidhmiú agus a chur chun cinn.

Is é an aidhm atá againn ár n-eolas, ár scileanna agus ár gcumhachtaí reachtúla a úsáid chun iomaíocht a chur chun cinn agus leas tomhaltóirí a fheabhsú. Chun é seo a bhaint amach, oibrímid chun tionchar a imirt ar dhíospóireacht phoiblí agus ar fhorbairt beartais, tuiscint an phobail a mhéadú ar thábhacht na margaí oscailte agus iomaíocha, iomaíocht a chur chun cinn agus aird na dtomhaltóirí a aibhsiú.  Cuirtear faisnéis ar fáil do thomhaltóirí faoina gcearta, faoi airgeadas pearsanta agus faoi shábháilteacht táirgí, trí líne chabhrach do thomhaltóirí, agus cuid thiomnaithe dár suíomh idirlín ccpc.ie., chomh maith le feachtais feasachta poiblí agus tionscnaimh oideachais airgeadais.  Tá róil reachtúla againn maidir le Réiteach Díospóide Malartach, idirghabhálaithe creidmheasa agus rialáil caidrimh ghnó san earnáil grósaeireachta.  Is féidir leat tuilleadh a léamh faoinár gcuid oibre anseo.

Scríobhadh an chairt seo de réir dhá cheann déag de Phrionsabail na Seirbhíse ar Ardchaighdeán do Chustaiméirí agus do Chliaint na Seirbhíse Poiblí.  Níl sé i gceist leis na gealltanais atá leagtha amach sa chairt aon chearta dlíthiúla nua a chruthú nó a bhronnadh ar dhaoine a dhéanann teagmháil leis an CCPC.

Conas teagmháil a dhéanamh linn

Is féidir leat teagmháil a dhéanamh leis an CCPC ar na bealaí seo a leanas:

• Guthán: (01) 4025555
• Ríomhphost:
• Is féidir gearáin iomaíochta a sheoladh chuig Complaints@ccpc.ie
• Is féidir le trádálaithe an CCPC a chur ar an eolas faoi tháirgí neamhshábháilte ag ProductSafety@ccpc.ie.
• Na foirmeacha ar líne ar ár suíomh idirlín ie.
• Tríd an bpost ag an gCoimisiún um Iomaíocht agus Cosaint Tomhaltóirí, Teach Bloom, Sráid an Iarnróid, Baile Átha Cliath 1, D01 C576.
• Ar Facebook https://www.facebook.com/CCPC.ie
• Ar Twitter https://twitter.com/CCPCIreland

Gealltanais maidir le seirbhís do chustaiméirí

Mar eagraíocht san earnáil phoiblí, táimid tiomanta seirbhís ar ardchaighdeán a sholáthar do shaoránaigh. Chun é seo a bhaint amach beimid ag idirghníomhú lenár gcustaiméirí ar bhealach simplí, dea-bhéasach, cabhrach, oscailte agus proifisiúnta agus caithfimid lenár gcustaiméirí go cóir agus go seasta.  Tacaíonn an Chairt Chustaiméirí (Cairt) seo leis an aidhm sin. Ní chlúdaíonn an Chairt seo go mion na feidhmeanna agus na seirbhísí go léir a sholáthraímid, ach tugann sí breac-chuntas ar ár dtiomantas duit maidir le teagmháil a dhéanamh leis an CCPC.  Cuireann an Chairt seo ár ngealltanais i láthair faoi cheannteidil ábhartha:

Comhionannas/Éagsúlacht

Tá an CCPC tiomanta don éagsúlacht agus cinnteoidh sé go seasfar leis an gceart i leith cóir chomhionann a bunaíodh leis an reachtaíocht chomhionannais. Déanfaimid:

• cumarsáid a dhéanamh i nGaeilge agus i dTeanga Comharthaíochta trí Ghaeilge, ach é sin a iarraidh, ag cur nádúr agus teanga teicniúil ár gcuid oibre san áireamh
• mórdhoiciméid a fhoilsiú, mar an tuarascáil bhliantúil, i nGaeilge agus i mBéarla ag an am céanna; agus Scéim Teanga a fhoilsiú faoi Acht na dTeangacha Oifigiúla 2003, nuair a bheidh sí formheasta ag an Roinn Turasóireachta, Cultúir, Ealaíon, Gaeltachta, Spóirt agus na Meán.

Chomh maith leis sin, tá ár nOifigeach Rochtana sásta tacaíochtaí a shocrú do dhaoine faoi mhíchumas chun rochtain a fháil ar ár gcuid faisnéise agus seirbhísí. Is féidir leat teagmháil a dhéanamh trí glaoch ar an oibritheoir (Teil: 00353 1 4025500) agus an Oifigeach Rochtana a iarraidh nó trí ríomhphost a sheoladh chuig facilities@ccpc.ie.

Teagmháil ar an bhfón:

• Tá sé mar aidhm againn gach glaoch a thagann isteach ar na línte tiomnaithe a fhreagairt chomh tapa agus is féidir le linn uaireanta oscailte. Tá an líne chabhrach do thomhaltóirí oscailte ó Luan go Aoine 9.00rn go 6.00 in, agus tá an líne chorparáideach oscailte ó Luan go Aoine 9.00rn go 5.00 in.
• Déanfaimid gach iarracht déileáil le do cheist chomh tapa agus is féidir, ach má tá do cheist neamhghnách nó má ardaíonn sí ceisteanna casta, is féidir linn glaoch ar ais a shocrú ag am a bheidh oiriúnach duit féin nó d’fhéadfadh muid iarraidh ort scríobh chugainn. Déantar é seo ionas gur féidir linn an freagra is fearr a thabhairt duit.
• Sa chás nach muidne an comhlacht cuí chun déileáil le do cheist, déanfaimid iarracht sonraí aon chomhlachta nó eagraíochta ábhartha a thabhairt a d’fhéadfadh a bheith níos fearr chun déileáil le do cheist.

Teagmháil i scríbhinn:

• Cuirfimid in iúl duit i scríbhinn go bhfuair muid comhfhreagras uait laistigh de 5 lá oibre agus beidh sé mar aidhm againn freagra iomlán i scríbhinn a sholáthar, nuair is gá, laistigh de 15 lá oibre.
• Rachaimid i dteagmháil leat, de réir mar is cuí, mura féidir linn freagra a thabhairt laistigh de 15 lá oibre chun cúis na moille a mhíniú agus a insint duit cén uair is féidir leat a bheith ag súil le freagra eile.
• Tugtar freagra ar cheisteanna a fhaightear trí Facebook agus Twitter a luaithe is féidir, de ghnáth laistigh de 24 uair an chloig i rith na seachtaine oibre.

Cuardach agus Iniúchadh

Mar chuid de ról forfheidhmithe an CCPC, féadfaidh an fhoireann cuairt a thabhairt ar d’áit oibre chun cuardach nó iniúchadh a dhéanamh.  Agus é sin á dhéanamh déanfaidh an foireann:

• gníomhú ar bhealach proifisiúnta agus cúirtéiseach
• a gcárta aitheantais nó barántas ceapacháin a thaispeáint mar oifigeach údaraithe de chuid an CCPC
• faisnéis shoiléir chabhrach a thabhairt maidir le cuspóir an chuardaigh/an iniúchta ;
• sonraí teagmhála a thabhairt le haghaidh aon cheisteanna tar éis an chuardaigh/an iniúchta
• reachtaíocht a fhorfheidhmiú ar bhealach spriocdhírithe, cothrom, comhsheasmhach, oscailte agus cuntasach.

An bealach ar féidir leatsa cabhrú linne tacaíocht a thabhairt duit

Iarraimid ar chustaiméirí meas a bheith acu ar an bhfoireann agus a bheith cúirtéiseach leo. Níl oibleagáid ar bhaill foirne an CCPC déileáil le daoine atá maslach nó ionsaitheach ina leith agus coinnímid an ceart chun fiosrúcháin atá fánach, cráiteach nó athráiteach a dhiúltú. Déan athbhreithniú ar an mBeartas maidir le teagmháil míréasúnta chun tuilleadh eolais a fháil.

Chun cabhrú linn seirbhís ar ardchaighdeán a sholáthar duit, iarraimid ort:

• Do chuid sonraí teagmhála iomlána a chur ar fáil má theastaíonn freagra uait.
• An cúnamh atá uait a lua go soiléir agus faisnéis chruinn agus ábhartha a thabhairt dúinn, lena n-áirítear cáipéisí tacaíochta, nuair is gá.
• Freagra a thabhairt ar iarratais ar fhaisnéis bhreise chomh tapa agus is féidir nó má tá tú ag fiosrú comhfhreagrais, agus má tugadh uimhir thagartha duit, bain úsáid as an uimhir sin agus tú i dteagmháil linn.
• Más mian leat bualadh linn, iarraimid ort coinne a dhéanamh sula dtiocfaidh tú ar cuairt ionas gur féidir linn a chinntiú go bhfuil ball foirne ábhartha leis an saineolas ceart ar fáil. Chun coinne a dhéanamh glaoigh ar (01) 402 5500 nó seol ríomhphost chuig info@ccpc.ie.
• Tabhair aiseolas ar do thaithí a bheith ag déileáil linn. Is féidir leat é sin a dhéanamh trí ríomhphost a sheoladh chuig servicecharter@ccpc.ie.

Conas gearán a dhéanamh faoin CCPC

Mura bhfuil tú sásta leis an tseirbhís a fuair tú ón CCPC, is féidir leat iarraidh ar an mball foirne, a bhfuil tú ag déileáil leis, an glaoch a chur ar aghaidh/ nó an t-ábhar a tharchur chuig an bainisteoir líne.  Má tá an cheist fós gan réiteach tar éis duit dul i dteagmháil leis an mbainisteoir nó má bhraitheann tú nár chomhlíon an tseirbhís a fuair tú na caighdeáin atá leagtha amach sa Chairt Custaiméirí seo, is féidir leat achomharc a dhéanamh trí ghearán foirmiúil a dhéanamh leis an mBainisteoir Seirbhíse ar Ardchaighdeán do Chustaiméirí nó is féidir leat cruinniú a iarraidh trí ríomhphost a sheoladh chuig servicecharter@ccpc.ie.

Is é ról an Bhainisteora Seirbhíse ar Ardchaighdeán do Chustaiméirí athbhreithniú foirmiúil a dhéanamh ar do ghearán chun a fháil amach ar comhlíonadh gealltanais seirbhíse do chustaiméirí an CCPC nó nár comhlíonadh, agus gan breithiúnas a thabhairt faoi phróiseas cinnteoireachta ball foirne nó bainisteora.

Admhóidh an Bainisteoir Seirbhíse ar Ardchaighdeán do Chustaiméirí go bhfuair sé/sí an ghearán laistigh de 5 lá oibre agus déanfaidh sé iarracht an cheist a réiteach laistigh de 10 lá oibre. Más gá dóibh an t-ábhar a imscrúdú tuilleadh, cuirfidh siad é sin in iúl duit agus cuirfidh siad in iúl duit tráth a bheidh siad ag súil freagra iomlán a sholáthar.

Tar éis an phróisis inmheánaigh seo, má bhraitheann tú fós nár chomhlíon an freagra caighdeáin na Cairte Custaiméirí seo, féadfaidh tú teagmháil a dhéanamh le Oifig an Ombudsman.

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’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

• 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.

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.

 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.

 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.

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.

 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.

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.

 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.

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.

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.

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.

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.

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.

Is é misean an Choimisiúin um Iomaíocht agus Cosaint Tomhaltóirí (CCPC) eolas, scileanna agus cumhachtaí reachtúla a úsáid chun iomaíocht a chur chun cinn agus leas na dtomhaltóirí a fheabhsú. Is í an fhís atá againn go mbeadh margaí oscailte agus iomaíocha ina ndéantar tomhaltóirí a chosaint agus ina bhfuil iomaíocht ghníomhach idir ghnóthais.

Tá sainordú leathan ag an CCPC, le freagracht reachtúil as dlí iomaíochta agus cosanta tomhaltóirí a fhorfheidhmiú. Chomh maith lenár bhfreagrachtaí forfheidhmithe, tá freagracht orainn iomaíocht agus leas tomhaltóirí a chur chun cinn.

Tá ceithre aidhm straitéiseacha againn:

1. Úsáidfimid ár gcumhachtaí chun torthaí éifeachtacha forfheidhmithe agus comhlíonta a sheachadadh.
2. Tabharfaimid cumhacht do thomhaltóirí cinntí eolasacha a dhéanamh trí fhaisnéis a sholáthar faoina gcearta, faoina gcuid airgeadas pearsanta agus faoi shábháilteacht táirgí.
3. Beidh muid mar ghuth-threorú maidir le hionadaíocht a dhéanamh ar leasanna tomhaltóirí agus iomaíocht a chur chun cinn.
4. Leanfaimid orainn ag infheistiú inár ndaoine, inár rialachas agus inár mbonneagar, ag feabhsú go leanúnach i dtimpeallacht oibre atá ag athrú.

Déanaimid ár gcuid oibre ar na bealaí seo a leanas:

Forfheidhmiú

• Dlí na hiomaíochta a fhorfheidhmiú – cuirimid dlí iomaíochta na hÉireann agus na hEorpa i bhfeidhm in Éirinn. Déanaimid imscrúduithe agus féadfaimid beart forfheidhmithe sibhialta nó coiriúil a dhéanamh má fhaighimid fianaise ar sháruithe ar dhlí na hiomaíochta.
• An dlí um chosaint tomhaltóirí a fhorfheidhmiú – cuirimid réimse leathan reachtaíochta um chosaint tomhaltóirí i bhfeidhm. Déanaimid imscrúduithe agus má fhaighimid fianaise, tá uirlisí forfheidhmithe éagsúla againn, idir shibhialta agus choiriúil, chun dul i ngleic le sáruithe.
• Cumaisc a mheas – ní mór dúinn a bheith curtha ar an eolas faoi chumaisc, éadálacha agus táthcheangail atá beartaithe a shroicheann tairseach airgeadais áirithe, agus gach cumasc meán. Déanaimid measúnú chun fáil amach an dtiocfaidh laghdú suntasach ar an iomaíocht dá bharr.
• Dlí sábháilteachta táirgí a fhorfheidhmiú – oibrímid chun a chinntiú go gcomhlíontar dlí sábháilteachta táirgí laistigh de shainchúram an CCPC. Roinnimid faisnéis freisin faoi earraí neamhchomhlíontacha nó neamhshábháilte ar fud an AE tríd an gcóras Geata Sábháilteachta.

Ag soláthar faisnéise

• Tionchar a imirt ar dhíospóireacht phoiblí agus ar fhorbairt beartais– tarraingímid aird an Rialtais agus lucht déanta beartas eile ar an tionchar a d’fhéadfadh a bheith ag an reachtaíocht nó na rialacháin atá beartaithe ar iomaíocht agus/nó ar leas tomhaltóirí. Déanaimid staidéar freisin ar mhargaí agus molaimid bealaí inar féidir iomaíocht nó leas tomhaltóirí a fheabhsú.
• Tomhaltóirí a chur ar an eolas faoina gcearta – tugann muid cumhacht do thomhaltóirí trí fhaisnéis a thabhairt dóibh faoina gcearta trínár líne chabhrach agus ár suíomh idirlín. Reáchtálaimid feachtais feasachta poiblí freisin.
• Comhlíonadh gnó a spreagadh – tá sé mar aidhm againn cultúr comhlíonta gnó a chothú trí ghnólachtaí a chur ar an eolas faoina n-oibleagáidí faoin dlí agus trínár gcreat cigireachta um chomhlíonadh
• Faisnéis agus oideachas airgeadais phearsanta – tá ról sonrach againn faoin reachtaíocht chun faisnéis airgeadais phearsanta agus oideachas a sholáthar do thomhaltóirí.

Cosaint & Rialáil

• Rialacháin na hearnála grósaeireachta – táimid freagrach as monatóireacht a dhéanamh ar chomhlíonadh na Rialachán Earraí Grósaeireachta, gearáin a imscrúdú agus, nuair is iomchuí, gníomh forfheidhmiúcháin a dhéanamh.
• Na Rialacháin maidir le hArdán do Ghnó– táimid freagrach as monatóireacht a dhéanamh ar chomhlíonadh agus forfheidhmiú na Rialachán maidir le hArdán do Ghnó. Cruthaíonn na rialacha seo timpeallacht chóir ghnó do ghnólachtaí beaga agus do thrádálaithe ar ardáin ar líne.
• Idirghabhálaithe Creidmheasa Údaraithe – roinnimid freagracht leis an mBanc Ceannais as fógraíocht saoráidí creidmheasa a rialáil agus tá freagracht shonrach orainn idirghabhálaithe creidmheasa a údarú agus Clár na nIdirghabhálaithe Creidmheasa a chothabháil.
• Réiteach Díospóide Malartach – déanaimid iarratais ó pháirtithe, ar mian leo a bheith ina n-aonáin don Réiteach Díospóide Malartach (ADR), a mheas faoi na Rialacháin ADR. Tá sé mar aidhm ag ADRanna díospóidí a réiteach idir tomhaltóirí agus trádálaithe lasmuigh den chúirt.

Ár dtiomantas do Phrionsabail na Seirbhíse ar Ardchaighdeán do Chustaiméirí [1]

Is mian leis an CCPC an tseirbhís do chustaiméirí is fearr is féidir a sholáthar do gach duine a bhíonn ag plé linn.

Cuireann an Plean seo tiomantais an CCPC i láthair faoin dá phrionsabal déag de chuid Sheirbhís ar Ardchaighdeán do Chustaiméirí agus do Chliaint na Seirbhíse Poiblí:

Prionsabal 1:  Ráiteas a fhoilsiú a thugann cuntas gearr ar chineál agus ar chaighdeán na seirbhíse is féidir le custaiméirí a bheith ag súil leis, agus é sin a chur ar taispeáint go soiléir ag pointe seachadta na seirbhíse.

Tá an CCPC tiomanta do sheirbhís chabhrach, chúirtéiseach agus éifeachtach a sholáthar do gach custaiméir. Tugtar breac-chuntas ar na caighdeáin seirbhíse ar féidir le custaiméirí a bheith ag súil leo agus iad ag idirghníomhú linn inár gCairt um Sheirbhís do Chustaiméirí.  Déanann tromlach na gcustaiméirí teagmháil leis an CCPC trínár suíomh idirlín nó trínár líne chabhrach do thomhaltóirí agus dá bhrí sin tá an Chairt agus an Plean Gníomhaíochta araon ar fáil ar ár suíomh idirlín www.ccpc.ie. Cuirfear an Chairt agus an Plean Gníomhaíochta araon ar fáil i gcóip chrua, ach iad a iarraidh.

Comhionannas/Éagsúlacht

Prionsabal 2:  Na cearta maidir le cóireáil chomhionann, arna mbunú ag reachtaíocht chomhionann, a chinntiú agus freastal ar an éagsúlacht chun cur leis an gcomhionannas do na grúpaí arna gclúdach ag an reachtaíocht chomhionann (faoi fhorais a bhaineann le hinscne, le stádas pósta, le claonadh gnéis, le creideamh reiligiúnach, le haois, le míchumas, le cine agus le comhaltacht den Lucht Siúil). Bacainní ar rochtain ar sheirbhísí do dhaoine faoi bhochtanas agus eisiamh sóisialta, agus dóibh sin a bhfuil bacainní geografacha ag cur isteach ar rochtain ar sheirbhísí, a aithint agus obair a dhéanamh chun fáil réidh leo.

Tá an CCPC tiomanta do sheirbhís a sholáthar atá ar fáil do chách. Táimid tiomanta a chinntiú nach ndéantar leatrom ar aon duine agus iad ag idirghníomhú linn.

Rochtain Fhisiciúil

Prionsabal 3:  Oifigí poiblí glana, inrochtana a chinntíonn príobháideachas, a chomhlíonann caighdeáin ghairme agus sábháilteachta, a sholáthar agus, mar chuid de sin, rochtain a éascú do dhaoine atá faoi mhíchumais agus do dhaoine eile a bhfuil riachtanais shonracha acu.

Táimid bródúil as ár n-oifigí a choinneáil glan agus sábháilte, agus cloímid le caighdeáin sláinte agus sábháilteachta. Tá Oifigeach Sábháilteachta, Ionadaí Sábháilteachta, Maoir Dóiteáin agus Oifigeach Rochtana ar an bhfoireann. Comhordaíonn an tOifigeach Rochtana aon chúnamh a d’fhéadfadh a bheith ag teastáil ó chustaiméirí seachtracha atá faoi mhíchumas.  Le cuidiú linn príobháideacht a chinntiú i bplé, iarrtar ar chuairteoirí chuig na hoifige coinne a dhéanamh sula dtugann siad ar cuairt.

Faisnéis

Prionsabal 4:  Cur chuige forghníomhach a ghlacadh maidir le heolas atá soiléir, tráthúil agus cruinn a sholáthar ag gach pointe teagmhála agus a thagann le ceanglais daoine a bhfuil riachtanais shonracha acu. A chinntiú go mbainfear an leas is fearr as acmhainn na Teicneolaíochta Faisnéise agus go leanann an t-eolas a bheidh ar fáil ar shuíomhanna idirlín seirbhísí poiblí treoirlínte maidir le foilseacháin ar an ngréasán domhanda. Leanúint ar aghaidh ag iarraidh rialacha, rialacháin, foirmeacha, bileoga eolais agus nósanna imeachta a shimpliú.

Tá dhá phríomhphointe faisnéise ag an CCPC do chustaiméirí seachtracha, an suíomh idirlín agus an líne chabhrach do thomhaltóirí.  Soláthraíonn an suíomh idirlín faisnéis shoiléir atá cothrom le dáta agus tá sé deartha chun ardchaighdeáin inrochtaineachta a chomhlíonadh.   I dtaca leis seo, leanann sé treoirlínte atá leagtha amach ag an W3C (Feadhnacht an Ghréasáin Dhomhanda). Cuireann WAI (Tionscnamh Inrochtaineachta Gréasáin) an W3C treoirlínte inrochtaineachta ar fáil atá ina thagarmharc inrochtana go hidirnáisiúnta. Déanaimid gach iarracht cumarsáid a dhéanamh le daoine ar bhealach atá oiriúnach dá riachtanais, ag cur faisnéise ar fáil i dteanga shimplí atá furasta a thuiscint. Is príomhbhealach eile é ár líne chabhrach do thomhaltóirí chun faisnéis a sholáthar. Is í an fheidhm atá leis tomhaltóirí a chur ar an eolas trí cheisteanna a fhreagairt a bhaineann le cearta ginearálta tomhaltóirí, táirgí/seirbhísí airgeadais phearsanta agus cúrsaí iomaíochta.

Tráthúlacht agus Cúirtéis

Prionsabal 5:  Seirbhísí ar ardchaighdeán a sheachadadh le cúirtéis, le híogaireacht agus an mhoill is lú, agus ar an mbealach sin tuiscint an chóimheasa idir an soláthróir agus an custaiméir a chothú. Ainmneacha teagmhála a thabhairt i ngach cumarsáid le hidirbhearta leanúnacha a éascú.

Creideann an CCPC gur chóir meas agus cúirtéis a thaispeáint do gach duine.

Gearáin

Prionsabal 6: Córas a bhfuil poiblíocht mhaith déanta air, atá inrochtana agus trédhearcach agus atá éasca le húsáid a chothabháil chun déileáil le gearáin faoi chaighdeán na seirbhíse a sholáthraítear.

Tá sé mar aidhm againn seirbhís ar ardchaighdeán a sholáthar do gach duine, ach má theipeann orainn uaireanta, na caighdeáin a leagtar amach sa Chairt a chomhlíonadh, tá nós imeachta gearán simplí agus éifeachtúil i bhfeidhm againn, a leagtar amach sa Chairt freisin.

Achomhairc

Prionsabal 7:  Ar an mbealach céanna, cuir córas foirmiúil, dea-fhógartha, inrochtana, trédhearcach agus simplí-le-húsáid ar fáil le haghaidh achomhairc/athbhreithniú a chothabháil do chustaiméirí atá míshásta le cinntí maidir le seirbhísí.

Mura bhfuil an gearánach sásta leis an toradh a bhí ar an ngearáin a rinne sé i dtosach, tá próiseas achomhairc soiléir agus simplí ag an CCPC agus tá sé seo mionsonraithe sa Chairt um Sheirbhís do Chustaiméirí. Féadfaidh an custaiméir an cinneadh a achomharc trí scríobh chuig an mBainisteoir Seirbhíse ar Ardchaighdeán do Chustaiméirí, agus chuig Oifig an Ombudsman ina dhiaidh sin.

 Comhairliúchán agus Measúnú

Prionsabal 8:  Cur chuige struchtúrtha a chur ar fáil maidir le comhairliúchán a mbaineann brí leis do chustaiméirí agus rannpháirteacht na gcustaiméirí i leith seirbhísí a fhorbairt, a sheachadadh agus a athbhreithniú. Meastóireacht fhiúntach an tseachadta seirbhísí a chinntiú.

Tá comhairliúchán agus aiseolas tábhachtach dúinn mar go gcuidíonn siad linn tuiscint a fháil ar ionchais, riachtanais chustaiméirí agus aon réimsí chun an tseirbhís a sholáthraímid a fheabhsú. Chuamar i gcomhairle leis an bhfoireann maidir le hullmhúchán an phlean gníomhaíochta seo chun a chinntiú go bhfuil sé réalaíoch. Cuimsítear sa Chairt bealaí chun aiseolas a thabhairt ar an gcaoi a ndéanaimid ár seirbhís a sholáthar.

Rogha

Prionsabal 9:  Rogha a chur ar fáil, nuair is féidir, i leith seachadadh seirbhísí, lena n-áirítear modhanna íocaíochta, suíomh na bpointí teagmhála, uaireanta oscailte agus amanna seachadta. Teicneolaíocht atá ar fáil agus a bheidh ag teacht chun cinn a úsáid chun an t-uasleibhéal rochtana agus roghanna agus caighdeán an tseachadta a chinntiú.

Déanann an CCPC gach iarracht bealaí éagsúla a sholáthar dár gcustaiméirí faisnéis a fháil fúinn agus teagmháil a dhéanamh linn.

Comhionannas i ndáil le Teangacha Oifigiúla

Prionsabal 10:  Seirbhísí ar ardchaighdeán a sholáthar trí Ghaeilge agus/nó go dátheangach agus custaiméirí a chur ar an eolas maidir leis an gceart atá acu a roghnú go ndéileálfaí leo trí cheann amháin nó ceann eile dár dteangacha oifigiúla.

Tá sé de chumas ag custaiméirí idirghníomhú linn i nGaeilge nó trí theanga chomharthaíochta na hÉireann más mian leo.

Comhordú Níos Fearr

Prionsabal 11:  Cur chuige níos comhordaithe agus níos lánpháirtithe a chothú maidir le seirbhísí poiblí a sheachadadh.

Oibríonn an CCPC i gcomhpháirtíocht le raon eagraíochtaí in Éirinn agus go hidirnáisiúnta lena n-áirítear grúpaí gnó, rialtóirí earnála, ranna rialtais agus comhlachtaí iomaíocha agus tomhaltóirí eile ar fud an domhain.

 Custaiméir Inmheánach

Prionsabal 12:  A chinntiú go n-aithnítear baill foirne mar chustaiméirí inmheánacha agus go mbeidh an tacaíocht chuí acu agus go rachfar i gcomhairle leo maidir le saincheisteanna seachadta seirbhísí.

Táimid tiomanta do thacaíocht a thabhairt dár bhfoireann chun a chumasú dóibh seirbhís den scoth a sholáthar go hinmheánach agus go seachtrach.

Monatóireacht & Tuairisciú

Tá feabhas leanúnach tábhachtach don CCPC. Nílimid sásta oibriú faoi shraith caighdeán. Déanfaimid iarracht feabhas leanúnach a chur chun cinn chun a chinntiú go soláthróimid an tseirbhís is fearr is féidir linn. Déanfaimid monatóireacht ar ár bhfeidhmíocht i leith na gcaighdeán a leagtar amach chun a chinntiú go bhfuilimid á mbaint amach, agus gníomhóimid mura bhfuilimid.

Beidh cuid ar leith inár dTuarascáil Bhliantúil a bheidh dírithe go sonrach ar an tSeirbhís do Chustaiméirí, áit a dtabharfaimid tuairisc ar ár ndul chun cinn i leith na gcaighdeán atá leagtha síos.

[1] Tá Prionsabail na Seirbhíse ar Ardchaighdeán do Chustaiméirí leagtha amach ag an Roinn Caiteachais Phoiblí agus Athchóirithe: Féach http://www.per.gov.ie/en/qcs-initiative/