An Irish-language version of the charter can be found here.
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 (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:
*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.
For any of the above channels, you can agree alternative time frames with your contact where reasonable and appropriate.
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:
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.
Please note that staff of the CCPC are 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.
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.
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 using this email address: firstname.lastname@example.org.
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.
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.
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.