Consumer charter

This charter sets out the standards of service that you are entitled to receive from the National Consumer Agency.

Main objectives of the National Consumer Agency

Our aim is to provide strong and modern consumer protection, safeguarding consumers in Irelandand empowering them to understand and to exercise their rights.

To achieve our aim, we:

Inform consumers of their rights through consumer information
Promote a strong consumer culture in Ireland through consumer education and awareness
Help businesses obey consumer law through our enforcement activities
Represent consumer interests at all levels of local and national consumer policy development through targeted research and forceful advocacy
Conduct investigations under a wide range of consumer protection legislation

Courtesy and helpfulness

Any person who contacts the NCA will be provided with a quality service that is helpful, courteous and effective:

NCA staff will identify themselves to customers
Deal with your query as soon as possible or arrange a call back to you if the information is not available
Give you contact details for the relevant body or organisation if your query relates to a matter that is outside the remit of the NCA, and
Respond promptly when voice or email messages are received

Responding to customers

Queries will be dealt with quickly and efficiently. Letters will be acknowledged within 3 working days and we will endeavour to issue a substantive reply within 15 working days.

NCA will put customers in touch with appropriate members of staff without delay. If this is not immediately possible the customer will be informed and arrangements put in place to ensure that the matter is dealt with promptly at the appropriate level.

NCA will:

Seek the views of its customers on the quality and relevance of the services it provides
Welcome suggestions from its customers on how its services can be improved
Keep its services and the operation of its Customer Charter under review

Visits to businesses

When carrying out investigations our authorised officers will be courteous and helpful.

In the course of site visits they will show their identification card or authorisationand leave their contact details. They will also be prepared to give helpful advice and guidance.

Information

Accurate and timely information will be provided in relation to any queries of our services. Responses to queries will be appropriate, thorough and substantive, as circumstances allow.

To make informed choices, consumers need easy access to clear, concise, accurate information. We update our website regularly. In the unlikely event that you can’t find what you are looking for on our website, ring our helpline on 1890 432 432.

We also:

Publish information booklets, leaflets and brochures addressing consumer issues and topics
Issue press releases
Run media campaigns on television, radio and in the press to:
- Ensure consumers are aware that the National Consumer Agency exists and can help them
- Educate consumers about their rights and obligations

Diversity and equality

We will respect the principles of equality and the diversity of our customers in the delivery of all services. We are committed to providing a service to our customers that upholds their rights to equal treatment established by the equality legislation.

We will aim to ensure that our services and facilities are accessible to all our customers including those with special needs.

Confidentiality

It is the policy of the NCA to use its best endeavours to hold confidential any information provided in confidence to the agency, subject to any legal obligations such as the Freedom of Information Acts.