Customer Service Charter and Action Plan
Charter
What we do
The Competition and Consumer Protection Commission (CCPC) is the statutory body responsible for promoting compliance with, and enforcing, competition and consumer protection law in Ireland. We strive to improve consumer welfare across the economy by enforcing over 40 legislative instruments, including product safety legislation.
Our aim is to make markets work better for consumers. 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.
How to contact us on general matters
- Postal Address: Bloom House, Railway Street, Dublin 1, D01 C576
- Contact Us Form: ccpc.ie/consumers/consumers-home/contact/form/
- Email:
- Consumer queries can be sent to ask@ccpc.ie
- Competition complaints can be sent to Complaints@ccpc.ie
- Website: ccpc.ie
- Phone: +353 (0) 1 4025555
- Facebook: facebook.com/CCPC.ie
- Twitter: twitter.com/CCPCIreland
Compliments, Comments and Complaints
If you wish to give feedback, please email servicecharter@ccpc.ie. Complaints will be investigated by the Quality Customer Service Manager and responded to within 10 working days.
Commitments to you
- Answer all calls as quickly as possible during opening hours
- Acknowledge receipt of written correspondence within 5 working days and aim to provide a full a written response, where required, within 15 working days
- Respond to social media queries within 24 hours during the working week
Ombudsman
If following the internal complaints process, you are still unhappy, you may contact the Office of the Ombudsman:
- By submitting a complaint form through their website, ombudsman.ie, or
- In writing to Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773
Cairt
Cad a dhéanaimid
Is é an Coimisiún um Iomaíocht agus Cosaint Tomhaltóirí (CCPC) an comhlacht reachtúil in Éirinn atá freagrach as an dlí um iomaíocht agus cosaint tomhaltóirí a chomhlíonadh, a chur chun cinn agus comhlíonadh a fhorfheidhmiú. Déanfaimid ár ndícheall leas tomhaltóirí a fheabhsú ar fud an gheilleagair trí 40 ionstraim reachtach a fhorfheidhmiú, lena náirítear reachtaíocht um shábháilteacht táirgí.
Is é an aidhm atá againn ná go bhfeidhmeodh margaí ar bhealach níos fearr do thomhaltóirí. D’fhonn é sin a bhaint amach, oibrímid chun tionchar a imirt ar an díospóireacht phoiblí agus ar bheartais a fhorbairt, tuiscint an phobail a mhéadú faoin tábhacht a bhaineann le margaí oscailte agus iomaíocha, iomaíocht a chur chun cinn agus aird a tharraingt ar leasanna tomhaltóirí.
Cuirimid eolas ar fáil do thomhaltóirí maidir leis na cearta atá acu, airgead pearsanta agus sábháilteacht táirgí, trí líne chabhrach do thomhaltóirí, cuid ar leith dár láithreán gréasáin ccpc.ie, feachtais fheasachta pobail agus trí na tionscnaimh oideachais airgeadais éagsúla atá againn.
Conas teagmháil a dhéanamh linn maidir le cúrsaí ginearálta
- Seoladh Poist: Teach Bloom, Sráid an Iarnróid, Baile Átha Cliath 1, D01 C576
- Foirm ‘Déan Teagmháil Linn’: ccpc.ie/consumers/consumers-home/contact/form/
- Ríomhphost:
- Is féidir ceisteanna tomhaltóirí a sheoladh chuig ask@ccpc.ie
- Is féidir gearáin chomórtais a sheoladh chuig Complaints@ccpc.ie
- Suíomh Gréasáin: www. ccpc.ie
- Guthán: +353 (0)1 4025555
- Facebook: facebook.com/CCPC.ie
- Twitter: twitter.com/CCPCIreland
Moltaí, Tuairimí agus Gearáin
Más mian leat aiseolas a thabhairt, seol ríomhphost chuig servicecharter@ccpc.ie. Déanfaidh an Bainisteoir um Sheirbhís Ardchaighdeáin do Chustaiméirí gearáin a fhiosrú agus tabharfar freagra orthu laistigh de 10 lá oibre.
Ár n-gealltanais duitse
- Freagair gach glao chomh tapa agus is féidir i rith uaireanta oscailte
- Admháil a thabhairt do chomhfhreagras i scríbhinn a fháil laistigh de 5 lá oibre agus é mar aidhm freagra iomlán i scríbhinn a sholáthar, nuair is gá, laistigh de 15 lá oibre
- Freagra a thabhairt ar cheisteanna ó na meáin shóisialta laistigh de 24 uair an chloig i rith na seachtaine oibre
An tOmbudsman
Más rud é, tar éis an phróisis inmheánaigh gearán, go bhfuil tú fós míshásta, d’fhéadfá teagmháil a dhéanamh le hOifig an Ombudsman:
- Trí fhoirm ghearáin a chur isteach trína suíomh gréasáin, ombudsman.ie , nó
- I scríbhinn chuig Oifig an Ombudsman, 6 Ardán Phort an Iarla, Baile Átha Cliath 2 D02 W773
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
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.
The CCPC is also fully committed to fulfilling all relevant statutory obligations including in relation to Data Protection, Equality, Freedom of Information, Competition Immunity and Leniency Programmes, Protected Disclosures, Prompt Payment of Accounts and Safety, Health and Welfare at Work.
We have four strategic goals:
- We will use all our tools, including our new powers, to increase enforcement and compliance outcomes.
- We will empower consumers to make informed choices.
- We will be the leading voice in promoting open and competitive markets and representing the interests of consumers.
- We will evolve and grow in size and capability.
Our commitment to the Principles of Quality Customer Service
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 (Customer Charter) 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 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.
| 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 annually and include any appropriate actions in relevant workplans. This will include the 2024 HR Division Workplan, which covers Diversity, Equality and Inclusion measures under the new CCPC People Strategy, to be developed in early 2024. |
|
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 maintain 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 address safety issues through regular health and safety and fire safety audits and communication with colleagues. |
|
| We maintain an appropriate number of trained safety staff. |
|
| We monitor and maintain the safety and cleanliness of our offices on a daily basis. | Number of reports of issues. |
| We will seek to ensure that any issues or difficulties in relation to physical access are addressed, without delay. | Analysis of Access Officer contact resolution timeframe. |
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 will examine our website to see if it can be improved based on the feedback received in the consumer survey completed in 2023. | Website analytics |
| We aim to introduce a new content management system to ensure the information on our website remains up to date | Website audit results |
| We will develop a new fully accessible website and in the interim continue to enhance our current website. | Compliance with accessibility requirements. |
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 ongoing transactions.
The CCPC believes in treating everyone with respect and courtesy.
| Commitment | Performance Indicator |
| Answer the telephone promptly and identify ourselves when doing so. | Customer Service Metrics from helpline. |
| In respect of helpline contacts, we will acknowledge written correspondence within five working days and issue a response to routine correspondence within 15 working days. | Compliance levels. |
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 our Charter we have a simple and efficient complaints procedure in place, which is outlined in the Charter on our website.
Appeals
Principle 7: 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 Charter on our website. The customer can appeal the decision by writing to the Quality Customer Service Manager (“QCSM”) by email or by completing an online form. If the complainant is not satisfied with the outcome of the QCSM review they can appeal the matter to the Office of the Ombudsman with a link to the relevant information on our website.
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. Our Charter includes ways to give feedback on how we deliver our service.
| Commitment | Performance Indicator |
| We will conduct Customer Service Surveys to assess our performance under the Principles. | Survey results will inform our service provision and any future Charters and Action Plans, as appropriate. |
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. | Availability of an appropriate range of channels |
| We will widen our contact channels as appropriate over the term of this Action Plan | Implementation of appropriate contact channels |
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 |
| We will apply the relevant statutory standards in respect of services in the Irish language. | Compliance levels. |
| We will encourage staff both formally and informally to develop and improve their Irish language skills. | Number of courses taken up |
| We will comply with our obligations under the Irish Sign Language Act, 2017. | Compliance levels. |
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. It also enters into formal agreements with other bodies to facilitate co-operation, information-sharing and effective investigation of consumer protection and competition issues and to allow us to provide an integrated approach to the delivery of services to customers.
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. | Feedback in staff engagement survey |
| Senior Management communicate clearly on the CCPC’s long-term goals and strategy. | Feedback in staff engagement survey |
| The CCPC invests significant resources in terms of role-related training and development training to all staff. | Evaluation of supports provided |
| We keep staff informed of relevant developments through weekly Commission messages, internal newsletters, updates on the CCPC intranet and all staff meetings. | N/A |
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.
Plean Gníomhaíochta Custaiméirí
Réamhrá maidir leis an CCPC
Is é misean an Choimisiúin um Iomaíocht agus Cosaint Tomhaltóirí (CCPC) ár n-eolas, ár scileanna agus ár gcumhachtaí reachtúla a úsáid chun iomaíocht a chur chun cinn agus leas tomhaltóirí a fheabhsú. Is í an fhís atá againn ná margaí oscailte agus iomaíocha ina gcosnaítear tomhaltóirí agus ina dtéann gnólachtaí san iomaíocht go gníomhach.
Tá sainordú leathan ag an CCPC, le freagracht reachtúil as an dlí iomaíochta agus cosanta tomhaltóirí a fhorfheidhmiú. Chomh maith lenár bhfreagrachtaí forfheidhmithe, tá freagracht orainn iomaíocht agus leas tomhaltóirí a chur chun cinn.
Tá an CCPC tiomanta do gach oibleagáidí reachtúla ábhartha, lena n-áirítear na nithe i ndáil le Cosaint Sonraí, Comhionannas, Saoráil um Fhaisnéis, Cláir Díolúine Comórtais agus Trócaire, Nochtadh Cosanta, Íoc Pras Cuntas agus Sábháilteacht, Sláinte agus Leas ag an Obair.
Tá ceithre sprioc straitéiseacha againn:
- Bainfimid úsáid as ár n-uirlisí go léir, lena n – áirítear ár gcumhachtaí nua, chun torthaí forfheidhmithe agus comhlíonta a mhéadú.
- Tabharfaimid cumhacht do thomhaltóirí roghanna eolacha a dhéanamh.
- Beimid ar an bpríomhghuth maidir le margaí oscailte agus iomaíocha a chur chun cinn agus ionadaíocht a dhéanamh ar leasanna na dtomhaltóirí.
- Déanfaimid éabhlóid agus fásaimid méid an chuideachta agus an acmhainn atá aige.
Ár dtiomantas do Phrionsabail na Seirbhíse Ardchaighdeáin do Chustaiméirí
Is mian leis an CCPC an tseirbhís is fearr is féidir do chustaiméirí a chur ar fáil do gach duine a théann i dteagmháil linn.
Cuireann an Plean seo gealltanais an CCPC i láthair faoi dhá Phrionsabal déag na Seirbhíse Cáilíochta do Chustaiméirí agus do Chliaint na Seirbhíse Poiblí:
Prionsabal 1: Ráiteas (Cairt Chustaiméirí) a fhoilsiú a thugann breac-chuntas ar an gcineál agus ar an gcaighdeán seirbhíse a mbeadh custaiméirí ag súil leis agus é a thaispeáint go feiceálach ag an bpointe seirbhíse seachadta.
Tá an CCPC tiomanta do sheirbhís chabhrach, chúirtéiseach agus éifeachtach a chur ar fáil do gach custaiméir. Tugtar cuntas ar chaighdeáin na seirbhíse is féidir le custaiméirí a bheith ag súil leo agus iad ag idirghníomhú linn inár gCairt Chustaiméirí. Déanann formhór na gcustaiméirí teagmháil leis an CCPC trínár suíomh gréasáin nó trínár líne chabhrach do thomhaltóirí agus dá bhrí sin tá an Chairt agus an Plean Gníomhaíochta araon ar fáil ar ár suíomh gréasáin 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 le caitheamh go cothrom le gach duine a chinntiú, a bunaíodh tríd an reachtaíocht comhionannais, agus freastal ar an éagsúlacht, le gur féidir cur leis an gcomhionannas do na grúpaí atá clúdaithe tríd an reachtaíocht comhionannais (faoi na forais inscne, stádas pósta, stádas teaghlaigh, claonadh gnéis, creideamh, aois, míchumas, cine agus mar bhall den Phobal Taistil). Aithint agus obair a dhéanamh ar fháil réidh leis na bacainní le rochtain a dhéanamh ar sheirbhísí do dhaoine atá beo bocht agus eisiata go sóisialta, agus dóibh siúd a bhfuil bacainní tíreolaíocha ar sheirbhísí rompu.
Tá an CCPC tiomanta do sheirbhís a sholáthar atá ar fáil do chách. Táimid tiomanta dá chinntiú nach ndéantar leithcheal ar aon duine ina gcuid idirghníomhaíochtaí linn.
| Gealltanas | Táscaire Feidhmíochta |
| Déanfaimid measúnú agus sainaithint ar na saincheisteanna maidir le cearta an duine agus comhionannas faoi Dhualgas na hEarnála Poiblí um Chomhionannas agus Cearta an Duine a bhaineann lenár bhfeidhmeanna go bliantúil agus cuirfimid aon ghníomhartha cuí san áireamh i bpleananna oibre ábhartha. Áireofar leis seo Plean Oibre 2024 na Rannóige Acmhainní Daonna, a chlúdaíonn bearta Éagsúlachta, Comhionannais agus Cuimsitheachta faoin Straitéis nua Daoine CCPC, atá le forbairt go luath in 2024. |
|
Rochtain fhisiceach
Prionsabal 3: Oifigí poiblí atá glan agus inrochtana a chur ar fáil a chinntíonn príobháideachas, a chomhlíonann na caighdeáin ghairme agus shábháilteachta agus, mar chuid de seo, rochtain do dhaoine atá faoi mhíchumas agus do dhaoine eile a bhfuil riachtanais speisialta acu a éascú.
Coinnímid ár n-oifigí i riocht glan agus sábháilte, agus cloímid le caighdeáin shláinte agus shábháilteachta. Cuimsíonn ár bhfoireann Oifigeach Sábháilteachta, Ionadaí Sábháilteachta, Maoir Dóiteáin agus Oifigeach Rochtana. Comhordaíonn an tOifigeach Rochtana aon chúnamh a d’fhéadfadh a bheith ag teastáil ó chustaiméirí seachtracha atá faoi mhíchumas. Chun cabhrú linn príobháideachas a chinntiú i bplé, molaimid do chuairteoirí chuig ár n-oifig coinne a dhéanamh sula dtabharfaidh siad cuairt.
| Gealltanas | Táscaire Feidhmíochta |
| Tugaimid aghaidh ar shaincheisteanna sábháilteachta trí iniúchtaí rialta sláinte agus sábháilteachta agus sábháilteachta dóiteáin agus cumarsáid le comhghleacaithe. |
|
| Coinnímid líon cuí foirne sábháilteachta oilte. |
|
| Déanaimid monatóireacht agus cothabháil ar shábháilteacht agus ar ghlaineacht ár n-oifigí ar bhonn laethúil. | Líon na saincheisteanna ar tuairiscíodh. |
| Féachfaimid lena chinntiú go dtabharfar aghaidh ar aon saincheisteanna nó deacrachtaí maidir le rochtain fhisiciúil, gan mhoill. | Fráma ama réitigh d’anailís a rinneadh mar gheall ar theagmháil leis an Oifigeach Rochtana. |
Faisnéis
Prionsabal 4: Cur chuige réamhghníomhach a ghlacadh le heolas a chur ar fáil atá soiléir, tráthúil agus cruinn, atá ar fáil ag gach pointe teagmhála agus a chomhlíonann riachtanais na ndaoine a bhfuil riachtanais ar leith acu. A chinntiú go mbaintear leas as an acmhainneacht a chuireann an teicneolaíocht faisnéise ar fáil agus go leanann an t-eolas atá ar fáil ar shuíomhanna gréasáin na Seirbhíse Poiblí na treoirlínte maidir le foilsiú a dhéanamh ar an ngréasán. Leanúint leis an bhfeachtas leis na rialacha, rialacháin, foirmeacha, bileoga eolais agus gnáthaimh a dhéanamh níos simplí .
Tá dhá phríomhphointe faisnéise ag an CCPC do chustaiméirí seachtracha, ár suíomh gréasáin agus ár líne chabhrach do thomhaltóirí. Cuireann an suíomh gréasáin faisnéis shoiléir agus cothrom le dáta ar fáil agus tá sé deartha chun ardchaighdeáin inrochtaineachta a chomhlíonadh. Maidir leis sin, leanann sé treoirlínte atá leagtha amach ag an W3C (Feadhnacht an Ghréasáin Dhomhanda). Cuireann WAI (Tionscnamh Inrochtaineachta Gréasáin) de chuid an W3C treoirlínte inrochtaineachta ar fáil a bhfuil aitheantas idirnáisiúnta orthu mar thagarmharc inrochtaineachta. Déanaimid gach iarracht cumarsáid a dhéanamh le daoine ar bhealach atá oiriúnach dá riachtanais, ag cur eolas ar fáil i dteanga shimplí atá intuigthe go héasca. Is é ár líne chabhrach do thomhaltóirí príomh bhealach eile chun faisnéis a chur ar fáil. Is í an fheidhm atá aige tomhaltóirí a chur ar an eolas trí cheisteanna a bhaineann le cearta ginearálta tomhaltóirí, táirgí/seirbhísí airgeadais phearsanta agus cúrsaí iomaíochta a fhreagairt.
| Gealltanas | Táscaire Feidhmíochta |
| Scrúdóimid ár suíomh gréasáin lena fháil amach an féidir é a fheabhsú bunaithe ar an aiseolas a fuarthas sa suirbhé ar thomhaltóirí a cuireadh i gcrích in 2023. | Anailísíocht an tsuímh ghréasáin |
| Tá sé mar aidhm againn córas nua bainistíochta ábhair a thabhairt isteach chun a chinntiú go bhfanfaidh an fhaisnéis ar ár suíomh gréasáin cothrom le dáta | Torthaí an iniúchta ar an suíomh gréasáin |
| Forbróimid suíomh gréasáin nua atá inrochtana go hiomlán agus san idirlinn leanfaimid orainn ag cur lenár suíomh gréasáin reatha. | Ceanglais inrochtaineachta a chomhlíonadh. |
Tráthúlacht agus cúirtéis
Prionsabal 5: Seirbhísí ar ardchaighdeáin a chur ar fáil le cúirtéis, íogair agus a laghad moille agus is féidir, agus cóimheas á chothú idir an soláthraí agus an custaiméir. Ainmneacha teagmhálaithe a thabhairt i ngach cumarsáid lena chinntiú go n-éascaítear na hidirbhearta leanúnacha.
Creideann an CCPC gur cheart caitheamh le gach duine le meas agus le cúirtéis.
| Gealltanas | Táscaire Feidhmíochta |
| Freagair an teileafón go pras agus muid féin a chur in aithne agus sin á déanamh. | Méadracht Seirbhíse do Chustaiméirí ó líne chabhrach. |
| Maidir le teagmhálacha leis an líne chabhrach, admhóimid comhfhreagras i scríbhinn laistigh de chúig lá oibre agus eiseoimid freagra ar ghnáth-chomhfhreagras laistigh de 15 lá oibre. | Leibhéil chomhlíonta. |
Gearáin
Prionsabal 6: Córas dea-phoiblithe, inrochtana, trédhearcach agus simplí le húsáid a choinneáil chun déileáil le gearáin faoi chaighdeán na seirbhíse a chuirtear ar fáil.
Tá sé mar aidhm againn seirbhís ardchaighdeáin a chur ar fáil do gach duine, ach má theipeann orainn na caighdeáin atá leagtha amach inár gCairt a chomhlíonadh ar uairibh tá gnáthamh gearán simplí agus éifeachtúil i bhfeidhm againn, atá leagtha amach sa Chairt ar ár láithreán gréasáin.
Achomhairc
Prionsabal 7: Córas foirmeálta acomhairc/athbhreithnithe do chustaiméirí nach bhfuil sásta leis na cinntí maidir le seirbhísí a choinneáil. Beidh sé i mbéal an phobail, inrochtana, trédhearcach agus éasca le húsáid.
Mura bhfuil an gearánach sásta le toradh a ngearáin tosaigh, tá próiseas achomhairc soiléir simplí ag an CCPC agus tá sé seo mionsonraithe inár gCairt Chustaiméirí ar ár suíomh gréasáin. Is féidir leis an gcustaiméir an cinneadh a achomharc trí scríobh chuig an mBainisteoir Seirbhíse Ardchaighdeáin do Chustaiméirí (“ QCSM”) trí ríomhphost nó trí fhoirm ar líne a chomhlánú. Mura bhfuil an gearánach sásta le toradh an athbhreithnithe QCSM is féidir leis an ábhar a achomharc chuig Oifig an Ombudsman le nasc chuig an bhfaisnéis ábhartha ar ár suíomh gréasáin.
Comhairliúchán agus Meastóireacht
Prionsabal 8: Cur chuige struchtúrtha a chur ar fáil maidir le comhairliúchán fiúntach leis an gcustaiméir, agus a rannpháirteachas, i dtaca le forbairt, soláthar agus athbhreithniú na seirbhísí. Meastóireacht fhiúntach a chinntiú maidir le soláthar na seirbhísí.
Tá comhairliúchán agus aiseolas tábhachtach dúinn mar go gcabhraíonn siad linn ionchais chustaiméirí, riachtanais agus aon réimsí chun feabhas a chur ar an tseirbhís a chuirimid ar fáil a thuiscint. Cuimsíonn ár gCairt bealaí chun aiseolas a thabhairt ar an gcaoi a gcuirimid ár seirbhís ar fáil.
| Gealltanas | Táscaire Feidhmíochta |
| Déanfaimid Suirbhéanna Seirbhíse do Chustaiméirí chun ár bhfeidhmíocht faoi na Prionsabail a mheas. | Beidh torthaí an tsuirbhé mar bhonn eolais ag ár soláthar seirbhíse agus ag aon Cairteacha agus Pleananna Gníomhaíochta amach anseo, de réir mar is cuí. |
Rogha
Prionsabal 9: Rogha a chur ar fáil, nuair is féidir, maidir le seirbhís a sholáthar, lena n-áirítear modhanna íocaíochta, láthair na bpointí teagmhála, uaireanta oscailte agus amanna seachadta. Teicneolaíochtaí atá ar fáil agus atá ag teacht chun cinn a úsáid leis an rochtain agus rogha agus caighdeán seachadta is fearr a bhaint amach.
Déanann an CCPC gach iarracht neart bealaí a chur ar fáil dár gcustaiméirí chun faisnéis a fháil fúinn agus chun teagmháil a dhéanamh linn.
| Gealltanas | Táscaire Feidhmíochta |
| Réimse bealaí teagmhála a chur ar fáil, i.e. litir, ríomhphost, foirmeacha ar líne, na meáin shóisialta agus an fón. | Raon cuí bealaí a bheith ar fáil |
| Leathnóimid ár mbealaí teagmhála de réir mar is cuí thar théarma an Phlean Gníomhaíochta seo | Bealaí teagmhála iomchuí a chur chun feidhme |
Comhionannas na dTeangacha Oifigiúla
Prionsabal 10: Seirbhísí ardchaighdeáin a chur ar fáil trí Ghaeilge agus/nó go dátheangach agus custaiméirí a chur ar an eolas faoina gceart an teanga oifigiúil amháin nó an teanga oifigiúil eile a roghnú chun gnó a dhéanamh
Tá sé de chumas ag custaiméirí idirghníomhú linn trí Ghaeilge nó trí theanga chomharthaíochta na hÉireann más mian leo.
| Gealltanas | Táscaire Feidhmíochta |
| Cuirfimid na caighdeáin reachtúla ábhartha i bhfeidhm i leith seirbhísí i nGaeilge. | Leibhéil chomhlíonta. |
| Spreagfaimid baill foirne go foirmiúil agus go neamhfhoirmiúil chun a gcuid scileanna Gaeilge a fhorbairt agus a fheabhsú. | Líon na gcúrsaí a rinneadh |
| Cloífimid lenár ndualgais faoi Acht Teanga Chomharthaíochta na hÉireann, 2017. | Leibhéil chomhlíonta. |
Comhordú Níos Fearr
Prionsabal 11: Cur chuige comhordaithe comhtháite a chothú le seirbhísí poiblí a chur ar fáil.
Oibríonn an CCPC i gcomhpháirtíocht le réimse eagraíochtaí in Éirinn agus go hidirnáisiúnta, lena n -áirítear grúpaí gnó, rialtóirí earnála, ranna rialtais agus comhlachtaí iomaíochta agus tomhaltóirí eile ar fud an domhain. Déanann sé comhaontuithe foirmiúla le comhlachtaí eile freisin chun comhoibriú, comhroinnt faisnéise agus imscrúdú éifeachtach ar chosaint tomhaltóirí agus ar shaincheisteanna iomaíochta a éascú agus chun ligean dúinn cur chuige comhtháite a sholáthar i leith seachadadh seirbhísí do chustaiméirí.
Custaiméir Inmheánach
Prionsabal 12: A chinntiú go n-aithnítear fostaithe mar chustaiméirí inmheánacha agus go dtugtar an tacaíocht cheart dóibh agus go dtéitear i gcomhairle leo maidir le ceisteanna faoi sheirbhísí a sholáthar.
Táimid tiomanta do thacaíocht a thabhairt dár bhfoireann chun cur ar a gcumas seirbhís den scoth a chur ar fáil go hinmheánach agus go seachtrach.
| Gealltanas | Táscaire Feidhmíochta |
| Rochtain a thabhairt don fhoireann ar fhoinsí faisnéise chun cabhrú leo ina ról agus comhroinnt eolais a spreagadh ar fud na heagraíochta. | Aiseolas sa suirbhé ar rannpháirteachas foirne |
| Déanann an Bhainistíocht Shinsearach cumarsáid shoiléir ar spriocanna agus straitéis fhadtéarmach an CCPC. | Aiseolas sa suirbhé ar rannpháirteachas foirne |
| Infheistíonn an CCPC acmhainní suntasacha i dtraenáil agus oiliúna forbartha a bhaineann le ról don fhoireann ar fad. | Meastóireacht ar na tacaíochtaí a cuireadh ar fáil |
| Coinnímid baill foirne ar an eolas faoi fhorbairtí ábhartha trí theachtaireachtaí seachtainiúla ón gCoimisiún, nuachtlitreacha inmheánacha, nuashonruithe ar inlíon CCPC agus gach cruinniú foirne. | N/A |
Monatóireacht & Tuairisciú
Tá feabhas leanúnach tábhachtach don CCPC. Níl muid sásta oibriú faoi shraith caighdeán go díreach. Tabharfaimid faoi fheabhsú leanúnach go díograiseach chun a chinntiú go gcuirfimid an tseirbhís is fearr ar fáil gur féidir linn. Déanfaimid monatóireacht ar ár bhfeidhmíocht i gcoinne na gcaighdeán atá leagtha amach lena chinntiú go bhfuilimid á mbaint amach agus gníomh a dhéanamh mura bhfuil muid.
Beidh rannóg thiomnaithe Seirbhíse do Chustaiméirí inár dTuarascáil Bhliantúil, áit a dtuairisceoimid ár ndul chun cinn i gcoinne na gcaighdeán atá leagtha síos.
