Service charter

An Irish-language version of the charter can be found here. 

Introduction

The Competition and Consumer Protection Commission (CCPC) was established on 31 October 2014 when the Competition and Consumer Protection Act 2014 came into effect. Our stated mission is “to make markets work better for consumers and businesses”.

We have a broad remit which covers the entire economy and we receive in the region of 50,000 contacts per annum. In dealing with contacts, 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 our role and in that context, what we can and cannot do. We also have to make choices as to how we prioritise resources and we focus on areas that will, or have the potential to, harm the competitive process or result in widespread consumer detriment. We are committed to being open and transparent in our decisions.

Please note that we do not act on behalf of individual consumers or businesses to resolve their complaints with businesses or organisations, nor do we provide legal advice. In addition we do not make binding determinations on whether a breach of the legislation has occurred. (The only area in which we take binding determinations is in relation to business mergers which must be notified to the CCPC because the parties exceed specified financial thresholds.)

You can read more about our work here.

This Service Charter sets out the standards of service which you can expect to receive from the CCPC. We will regularly collate and analyse the feedback we receive, as well as reviewing 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 straightaway we will arrange a call back at a time convenient for you
  • Respond promptly (within one working day) when voice messages are 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

Specific time frames when responding to you

Calls to our corporate/reception line 01 4025 500

  • Our reception line is open Monday to Friday 9.00 a.m. to 5.00 p.m.
  • Calls to the corporate line are answered as soon as possible

Calls to our consumer helpline* 1890 432 432 / 01 4025 555

*Our consumer helpline provides information to consumers about their consumer rights and responds to queries relating to personal finance products/services and to competition related queries.

  • Our consumer helpline is open Monday to Friday 9.00 a.m. to 6.00 p.m.
  • Calls to the helpline are answered as soon as possible

Written correspondence/contact us

  • 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. 

Contacting us by social media

  • Queries we receive through Facebook and Twitter are responded to as soon as possible – usually within 24 hours

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 effectively, we ask that an appointment be made prior to the visit to ensure that a relevant member of staff with requisite expertise is present. To make an appointment please call 01 4025 500 or email info@ccpc.ie

For any of the above channels, you can agree alternative time frames with your contact where reasonable and appropriate.

Data protection and accessibility

Whichever the method of contact you choose to use, we will respect the confidentiality of any personal information you provide to us, or to which we may become privy, and will use it only in accordance with the law.

Our websites are designed to the highest possible accessibility standards and we are committed to providing information using clear and simple language. The use of technical or official terms and jargon will be kept to a minimum. We make every effort to communicate with people who may have different requirements in a way that is suitable to their needs.

Should you be unable to access any of the information on our websites, hard copies of documents can be requested by calling us and documentation will be sent by post within one working day. For copies of information on www.consumerhelp.ie please call 1890 432 432 / 01 4025 555. For information on www.ccpc.ie please call 01 4025 500.

Our Access Officer will co-ordinate any assistance you may require 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

Where you request to interact with us in Irish, we will do our best to facilitate you. We will reply in Irish where correspondence is received in Irish and we will publish key strategic documents such as our annual report simultaneously in Irish and English.  

How you can help us when contacting us

  • Provide contact details in your correspondence 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 is not obliged to deal with offensive or abusive contacts. In the event that a person demonstrates this type of behaviour, our staff have been instructed to terminate the phone call or not to respond to the correspondence. For details of our Unreasonable Contact Policy, click here.

Our commitment to service

We wish to provide the best possible service to everyone who contacts us. The 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. For other queries see our contact details.

 

Making a complaint to our Service Manager

The role of the Service Manager is to conduct a formal review of how your contact was handled and in doing so is 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 file, determine whether our customer service procedures were adhered to. You can make a complaint to our Service Manager.

The Service Manager, who is independent in his decision making, will conduct a formal review.

We will acknowledge your complaint within five working days and try to resolve the issue within 10 working days. Should we need to carry out further research, we will let you know and advise you when we expect to be able to provide a full response.

 If following this internal process you still feel that you have been unfairly treated or are not satisfied with our decision on 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 binding determinations on whether a breach of the legislation has occurred as it is the role of the courts to determine whether illegal conduct has occurred. 

Back to top

Service manager form

Please note: the Commission 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 binding determinations on whether a breach of the legislation has occurred as it is the role of the courts to determine whether illegal conduct has occurred.

This form is for queries in relation to the service charter only.  For all other consumer contacts 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.