An Coimisiún um Rialáil Fóntais Commission for Regulation of Utilities
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Reference: CRU20057 Date Published:
25/05/2020 Closing Date:
08/07/2020
An Coimisiún um Rialáil Fóntais
Commission for Regulation of Utilities
CRU Customer Charter and
Customer Action Plan
Consultation Paper
www.CRU.ie
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Executive Summary
Under Government policy, each State Body or agency is required to have in place a
Customer Charter and Action Plan.
The Customer Charter should state the State body’s commitment to providing
services to its customers in accordance with the twelve Principles of Quality
Customer Service for Customers and Clients of the Public Service.
The Customer Charter should define service standards in clear terms and simple
language and should inform customers of contact and feedback mechanisms.
In addition, the Customer Charter should be supported by a Customer Action Plan,
which describes in detail how the commitments and standards set out in the
customer charter, and other customer service improvements, will be delivered and
evaluated by the State body.
This Action Plan sets out the specific commitments and corresponding performance
indicators that define how each will be implemented.
The CRU has updated its Customer Charter and developed a new Customer Action
Plan and Complaints Procedure and are now asking for public feedback in this
consultation on the content of these plans.
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Table of Contents
Table of Contents ...................................................................................................... 2
1. Introduction ........................................................................................................ 3
1.1 CRU Mission Statement ..................................................................................................... 3
1.2 Charter and Plans .............................................................................................................. 3
1.2.1. Customer Charter ............................................................................................................. 3
1.2.2. Customer Action Plan and Complaints Procedure ............................................................ 7
2. Next Steps ........................................................................................................ 20
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1. Introduction
1.1 CRU Mission Statement
The CRU’s mission is to protect the public interest in Water, Energy and Energy
Safety. The CRU is guided by four strategic priorities that sit alongside the core
activities we undertake to deliver on the public interest. These are:
• Deliver sustainable low-carbon solutions with well-regulated markets and networks
• Ensure compliance and accountability through best regulatory practice
• Develop effective communications to support customers and the regulatory process
• Foster and maintain a high-performance culture and organisation to achieve our vision
Information on the CRU’s role and relevant legislation can be found: www.cru.ie
1.2 Charter and Plans
1.2.1. Customer Charter
The following CRU Customer Charter will be displayed on the CRU website and
reviewed on a regular basis. Stakeholders are asked to give their feedback on this
charter:
Customer Charter
The CRU is committed to carrying out all its functions in a fair, impartial, balanced
and transparent manner. Our aim is to provide a professional and efficient service to
all stakeholders and act with integrity at all times.
The CRU operates under a Customer Charter which sets out the standards of
service that customers can expect when engaging with us. This Charter sets out
what assistance energy and water customers are entitled to receive from the CRU in
the various areas of its work.
The CRU is committed to providing a high quality, user-friendly and easily accessible
service to our customers.
This CRU Customer Charter sets out the standards of service that you are entitled to
receive from the CRU in the following areas:
• Personal callers
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• Written correspondence
• CRU website
• Telephone callers
• Complaints regarding the CRU
• HR and personal information
• FOI requests
• CRU Standards of Service
Personal Callers
Visitors to the CRU’s offices will be made to feel welcome and will be treated with
courtesy and respect. The CRU aim to deal with their business efficiently and
promptly. All visitors have the right to privacy regarding their business if required. As
part of our health and safety protocols, all visitors will be signed in by a member of
staff on arrival and given a visitor’s badge. On departure, visitors will be signed out
and return the visitors badge to a member of staff.
In the event that an enquiry is not relevant to the CRU, every effort will be made to
direct the caller to a relevant body that can assist them.
Written Correspondence
The CRU’s postal address and standard email address format is included at the end
of this Customer Charter. The CRU commits to the following:
• The CRU will acknowledge all written correspondence (including e-mails,
faxes and postal correspondence) within 5 working days of our receipt;
• The CRU will comprehensively reply to correspondence within 10 working
days, when possible. If there is going to be a delay beyond these 10 working
days, we will send an interim reply explaining the position and providing an
estimate of the response timeline;
• If a customer provides their consent, we may contact them by telephone.
*Please note that a separate process/timeline applies to the complaint
resolution service provided by the CRU to customers of energy undertakings
and Irish Water.
• If a CRU staff member plans to be unavailable for more than 1 working day
(for example due to annual leave), he/she will set-up an automatic “out of
office” email reply facility. This facility will provide information on when the
staff member will respond to the e-mail, and will include information on who to
contact in the intervening period if the query is urgent;
• The CRU will ensure that all correspondence from the CRU (including e-
mails) carries a contact name/team, telephone number and email address;
• The CRU will use courteous, clear and simple language in our
correspondence and only use technical terms when necessary; and,
• The CRU will ensure that any correspondence received in Irish is answered in
Irish (unless the response is an automatic e-mail “out of office” as above).
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The CRU operates a general query email service for industry and public
stakeholders who have generic information enquiries regarding the functions of the
CRU, at [email protected].
Queries related to the CRU’s customer complaint resolution service should be
directed separately to the Customer Care Team at [email protected]
CRU Website
The CRU publishes a large number of industry-related information notes,
newsletters, reports, policy consultations and decision papers at www.cru.ie.
The CRU will:
• Endeavour to keep our website up-to-date, and easy-to-navigate;
• Produce comprehensive explanatory material/guidelines as appropriate to
accompany key decisions or reports
CRU Mailing Lists
The CRU maintains a mailing list for its www.cru.ie website publications. Where a
user opts to subscribe, they will receive email alerts for website publications.
The CRU will:
• Keep its mailing lists up-to-date, ensuring that customers are added or
removed on request; and,
• Ensure that all correspondence sent to the CRU mailing lists is clear, concise
and appropriate to that particular mailing list.
The CRU welcomes feedback from our customers to our website, papers published
and on the quality of the policy consultation service provided. Should you have any
comments, these can be forwarded to the relevant person listed in the consultation
paper or to [email protected]
Telephone Callers
The CRU’s reception telephone number is +353 01 4000800. Our telephone line will
be open between the hours of 9am and 1pm, and 2pm and 5:30pm, each working
day from Monday to Friday.
In addition, the dedicated CRU Customer Care Team can also be contacted at 1890
404404 for queries or issues that customers may have with their utility supplier or
network provider in energy or water.
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The CRU will:
• endeavour to answer all telephone calls personally, rather than using any
electronic routing devices;
• be courteous and identify ourselves over the phone;
• be as helpful and informative as we can with telephone callers;
• provide an email address where this is likely to be useful to the caller;
• answer all telephone calls promptly when available. We will only divert calls to
voicemail when the relevant staff member is engaged on another call or is
absent and there is no other suitable person available to deal with the call;
• will have a voicemail facility set-up which will allow a caller to leave a
message if a staff member is unavailable to answer a call. If available, the
staff member will respond to a voicemail message (by phone or in writing)
within 1 working day. If a CRU staff member plans to be unavailable for more
than 1 working day (for example due to annual leave), he/she will provide
details of this on his/her voicemail facility. The voicemail will include
information on when the staff member expects to be in a position to answer
the voicemail, as well as who to contact in the intervening period if the query
is urgent.
Complaints Regarding the CRU
If you are unhappy with the quality of customer service that you have received from
the CRU, you have the right to complain.
Complaints to the CRU will be responded to promptly in accordance with the
timelines set out in our Complaints Process, which can be found here (link).
All complaints will be dealt with fairly and impartially.
Freedom of Information (FOI)
The CRU complies with the Freedom of Information Act 2014, as amended. In any
event, we endeavour to provide as much information as feasible on our activities and
decisions on our website.
Should you wish to request information under the Freedom of Information Act 2014,
you should contact the CRU’s Freedom of Information Officer stating clearly that you
are requesting information under the Act. You may also see details regarding the
FOI/AIE process here.
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Evaluation of Service Commitments
The CRU aims to continually improve our Customer Service. We welcome
comments from our customers with regard to the quality of our service. If we identify
areas of our service which need to be improved, we will take the necessary steps to
ensure that improvement takes place. Any comments can be sent to [email protected].
1.2.2. Customer Action Plan and Complaints Procedure
The following CRU Customer Action Plan and Complaints Procedure will be
displayed on the CRU website and reviewed on a regular basis. Stakeholders are
asked to give their feedback on this Action Plan.
Customer Action Plan
Introduction
The Customer Action Plan describes how the commitments and standards set out in
the Customer Charter will be delivered and evaluated by the Commission for
Regulation of Utilities (CRU). The Government has set out twelve Guiding Principles
of Quality Customer Service for public sector organisations and the Action Plan
describes the CRU’s services and commitments.
The CRU’s aim is to provide the highest quality of service to all customers. Over the
period of the Plan, the CRU will continue to encourage feedback from customers,
evaluate and, where possible, continuously improve on the quality of service offered.
Role of the CRU
The CRU is Ireland’s independent energy and water regulator. The CRU’s mission is
to protect the public interest in Water, Energy and Energy Safety. The work of the
CRU impacts every Irish home and business by ensuring safe, secure and
sustainable energy and water supplies at a reasonable cost. The CRU has a wide
range of economic, customer protection and safety responsibilities in energy and
water.
The CRU’s vison is:
• Energy is supplied safely
• Empowered and protected customers pay reasonable prices
• A sustainable, reliable and efficient future for energy and water
• A secure, low carbon future
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The sectors the CRU regulates underpin Irish economic competitiveness, investment
and growth, while also contributing to our international obligations to address climate
change.
The CRU is guided by four strategic priorities for the period 2019-2021:
• Deliver sustainable low-carbon solutions with well-regulated markets and
networks
• Ensure compliance and accountability through best regulatory practice
• Develop effective communications to support customers and the regulatory
process
• Foster and maintain a high-performance culture and organisation to achieve
our vision
CRU’s Commitment to the Principles of Quality Customer Service
The CRU wishes to provide the best possible service to everyone who contacts us.
We do this through the commitments to the Principles of Quality Customer Service
outlined below.
1. Quality Service Standards - Publish a statement that outlines the nature and
quality of service which customer can expect and display it prominently at the
point of service delivery.
The CRU is committed to carrying out all its functions in a fair, impartial, balanced
and transparent manner. The CRU’s aim is to provide a professional and efficient
service to all stakeholders and act with integrity at all times.
The standards of service customers can expect when interacting with us are outlined
in our Customer Charter. The majority of customers contact the CRU through our
website or via our customer care team. The Customer Charter and Customer Action
Plan are available on our website www.cru.ie. Both the Charter and Action Plan can
be made available in hard copy, upon request.
COMMITMENT PERFORMANCE INDICATOR
Publish a Customer Service Charter and
Customer Action Plan 2020 – 2023.
Charter and Action Plan are
available on our website and in
hard copy upon request.
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Ensure all staff are aware and adhere to
the commitments made.
Feedback received from staff and
external customers through
consultation in preparing plan.
Customer service training for
staff as required and included in
inductions for new staff.
2. Equality/Diversity - 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).
The CRU 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.
The CRU will work to ensure the rights of individuals, 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.
COMMITMENT PERFORMANCE INDICATOR
Ensure that all customers are treated
equally in line with legislation.
Review of customer feedback.
Provide training to staff on equality and
diversity matters, as required.
Ongoing training on equality and
diversity policies including
inductions for new staff.
3. Physical Access - 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.
CRU is committed to providing appropriate physical access to its offices and to
ensuring that all office areas comply with occupational and safety standards.
Our staff include a Safety Officer, Fire Wardens and an Access Officers. The Access
Officers co-ordinates any assistance that may be needed by those who have a
disability. To assist us in ensuring privacy in discussions we encourage visitors to
our office to make an appointment before visiting.
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COMMITMENT PERFORMANCE INDICATOR
Monitor and maintain the safety and
cleanliness of our offices.
Offices are maintained to an
acceptable standard.
Ensure appropriate meeting facilities are
available for customer visits.
Customer feedback.
Address health and safety issues at regular
health and safety meetings.
Number of meetings attended and
issues addressed efficiently and
effectively.
Maintain an appropriate number of trained
safety staff.
Appropriate number of adequately
trained health and safety and fire
officers available.
Refresher training provided in line
with best practice.
All staff participate in emergency and
evacuation drills.
Fire drills held quarterly.
Level of adherence of staff with
emergency evacuation
procedures.
Evacuation report compiled post
fire drills and issues addressed
efficiently.
Premises is Disability Access Certified. Premises certified.
4. Information - 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.
CRU is committed to providing information to ensure that the potential offered by
Information Technology is fully availed of and that the information available on our
website follows the guidelines on web publication. The CRU will continue the drive
for simplification of rules, regulations, forms, information leaflets and procedures.
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The CRU has two main points of information for external customers, our website
(www.cru.ie) and our Customer Care Line. We are committed to continuing to make
sure that all our publications are clear, are accurate and available in electronic or
printed format. When answering queries, we will give accurate information in a timely
fashion, using clear and simple language.
Our Customer Care Line is another key channel for providing information. Its function
is to inform consumers by answering queries relating to general consumer rights and
act as a complaints resolution service for energy and water customers.
COMMITMENT PERFORMANCE INDICATOR
Use Plain English written communications,
keeping the use of technical or official terms
and jargon to a minimum and where
necessary explaining these terms.
Plain English mark on key
customer facing content.
Ensure all website contact methods are in
working order.
Regular functionality and
accessibility checks.
Make staff information and updates on
matters of interest available via the Intranet
and internal newsletter where practicable.
Staff feedback regarding
availability and ease of access to
information.
5. Timeliness and Courtesy - Deliver quality services with courtesy, sensitivity and
the minimum delay, fostering a climate of mutual respect between provider and
customer.
The staff of CRU undertake to be prompt, helpful, patient and courteous in all
dealings with the public whether in written, telephone or face to face contact in its
offices, at meetings or any other events.
COMMITMENT PERFORMANCE INDICATOR
Answer the telephone promptly and
identify ourselves when doing so.
Customer feedback.
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Ensure that when staff are out of the
office, appropriate voicemail and out of
office email messages are active.
Audit of absence messages by
staff.
Ensure that all staff provide their contact
details in any correspondence to allow
for easy follow up.
Audit of correspondence.
Ensure written correspondence is
acknowledged within five working days.
Audit of correspondence.
Provide a response to correspondence
within 15 working days. When this is not
feasible due to the need for significant
investigation, research or resources we
will provide an update within 15 working
days which will outline the expected time
frame for the response.
Audit of correspondence.
Answer or appropriately direct queries
received through social media within 48
hours during the working week, where
practicable.
Audit of correspondence.
6. Complaints - Maintain a well-publicised, accessible, transparent and simple-to-
use system of dealing with complaints about the quality of service provided.
The CRU is committed to dealing with issues of customer dissatisfaction with quality
of service in an objective, consistent, open and fair manner. You have a right to
complain if the standard of service we provide is not up to the standard set out in this
Charter. Complaints will be addressed as quickly as possible and complainants will
be kept informed of progress.
If you have a customer service complaint, customers are requested to follow the
CRU complaint process which is outlined in this document.
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COMMITMENT PERFORMANCE INDICATOR
Ensure all complaints are addressed
promptly, fairly and in a consistent manner.
Audit of complaint records.
Ensure staff are aware of the complaints
procedure and appeals process and the
matter is efficiently resolved.
Audit of complaint records.
7. Consultation and Evaluation - Provide a structured approach to meaningful
consultation with, and participation by, the customer in relation to the
development, delivery and review of services.
Consultation and feedback are important the CRU to help us to understand customer
and stakeholder expectations, requirements and any deficiencies in the services we
provide. Our Customer Charter includes mechanisms for providing feedback on our
service delivery on an ad-hoc basis.
COMMITMENT PERFORMANCE INDICATOR
Encourage and enable customers to provide
feedback on service quality.
Customer feedback via consultation
in preparation/review of Customer
Action Plan.
Consult staff in the preparation of the
Customer Action Plan.
Staff consultation to gather
feedback and suggestions.
8. Official Languages Equality - 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.
The CRU recognises customers rights to avail of our services through Irish.
Customers have the ability to interact with us through Irish if they so wish.
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COMMITMENT PERFORMANCE INDICATOR
The CRU will publish a Scheme under the
Official Languages Act 2003 which will
detail the services the CRU will provide
through Irish, English, and through both
Irish and English.
Up to date Scheme published
and commitments implemented
in line with timeframes in the
Scheme.
9. Internal Customer - Ensure staff are recognised as internal customers and that
they are properly supported and consulted with regard to service delivery issues.
The CRU is committed to ensuring that staff members are also recognised as
customers. We are committed to supporting our staff to enable the provision of 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.
Staff feedback.
Encourage open communication and
consultation with all staff. Use
Communications Forum as a consultative
forum with staff.
Evidence of acting upon staff
feedback, when appropriate.
Number of meetings of Forum.
Ensure all policies are underpinned by the
CRU’s values.
Staff feedback.
10. Choice - 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 CRU makes every effort to provide multiple ways for our customers to access
our services, find information about us and to contact us.
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COMMITMENT PERFORMANCE INDICATOR
Provide a range of service delivery/contact
channels, i.e. website, letter, email, online
forms, social media and phone.
Customer feedback.
Consider how technology can improve
range and quality of services provided to
customers (ICT Strategy 2020-2022).
Enable new services to customers
(e.g. online consultations,
licensing).
11. Better Coordination - Foster a more co-ordinated and integrated approach to
delivery of public services.
The CRU works in partnership with a range of organisations in Ireland and
internationally including business groups, sector regulators, government
departments and other European energy regulators.
COMMITMENT PERFORMANCE INDICATOR
Enter into formal agreements with other
bodies to facilitate co-operation,
information-sharing and effective
investigation of consumer protection.
Memoranda of Understanding in
place with key state bodies.
Participate with Public Sector Networks
where possible.
Attendance and sharing knowledge
at cross body meetings e.g. ERN,
Government Communications
Network.
12. Monitoring & Reporting - Monitor our performance against the standards
outlined to make sure we are achieving them and take action if we are not.
Continuous improvement is important to the CRU. We will push for continuous
improvement to ensure we provide the best service that we can.
In the final year of this Plan, we will develop a Customer Service Survey to assess
our performance. The exact type and number of customers it will be sent to will be
determined upon consultation with appropriate staff members. After collecting and
analysing the results of the survey, we will draft a new Action Plan which will focus
on the areas for improvement highlighted in the results.
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Our Annual Report will have a dedicated Customer Service section, where we will
report our progress against the set standards.
Appeals
The CRU will 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. Details of how to appeal decisions are set out in our
complaints procedure.
CRU Complaints Procedure
In fulfilling its statutory duties and functions, the CRU recognises the importance of
maintaining a positive relationship with utility customers and users, members of the
public, regulated entities and other third-party stakeholders. To that end, CRU staff
have a responsibility to act with fairness and courtesy at all times.
The CRU acknowledges that circumstances can arise where a person or an
organisation may wish to make a complaint about their interactions with the CRU.
This document sets out the CRU’s procedure for managing such complaints.
Step 1: Making a formal complaint
You can make a complaint by emailing or writing to us at:
Complaints The Grain House The Exchange Belgard Square North Tallaght Dublin 24, D24 PXW0 Ireland
Note that all complaints to the CRU must be made in writing. If you require some
assistance in order to comply with this requirement, please inform a CRU staff
member.
What you should include in your complaint
Remember to ensure that your complaint contains the following information:
• Your name and contact information, and whether you are acting on behalf of
someone else;
• A brief description of how your complaint arose, including relevant dates and
times, where applicable;
• A list of the specific concerns you wish the CRU to address; and
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• Your preferred method of communication (email, post etc) and whether there
are any particular requirements you may have in processing your complaint
that the CRU should be aware of.
This information will assist us in processing your complaint. You may also provide
additional or supporting information and copies of relevant documents together with
your complaint, where necessary and appropriate.
If you are making a complaint on behalf of somebody else, the CRU will need
evidence of your authority to act on their behalf.
Step 2: Processing your complaint
A. Initial assessment
Once your complaint is received, it will be formally acknowledged by the Complaints
Officer within 5 working days.
Once your complaint has been acknowledged, the Complaints Officer will undertake
a preliminary assessment of the matter to:
• assess whether the complaint is one which falls within the scope of this
procedure;
• evaluate the complexity or the nature of the issues;
• determine whether additional information is required from you; and
• consider whether further investigation is required.
Once this assessment has been completed, the Complaints Officer will determine
what further action is required, if any. If no further action is required, an explanation
of the reasons for this decision will be sent to the complainant. If further action is
required, the Complaints Officer will then proceed to seek an informal resolution or
initiate a formal investigation of the complaint.
The Complaints Officer will seek to conclude the initial assessment within four weeks
of the initial receipt of the complaint. Where this is not possible, the Complaints
Officer will inform the complainant accordingly.
B. Informal Resolution
Where the Complaints Officer deems it appropriate, an informal resolution of the
complaint may be attempted through correspondence or by arranging a meeting
between the parties. Complaints relating to more minor administrative matters may
be dealt with informally by the Complaints Officer without the need for further input
from the complainant.
If an informal resolution is unsuccessful, the Complaints Officer may then initiate a
formal investigation of the complaint.
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C. Investigation
The Complaints Officer may decide that a formal investigation is appropriate on the
conclusion of the initial assessment or where an informal resolution has not been
possible. The CRU will then assign someone other than the Complaints Officer to
formally investigate your complaint and will write to inform you of this step. Wherever
possible, this investigator will be someone that has not had any previous
involvement with the subject matter of the complaint.
At the outset of this investigation, the investigator may write to you, setting out their
understanding of your complaint, asking for you to confirm whether you believe their
understanding to be correct, and, where necessary, seeking any further information
from you that they think they may require.
The investigator may also contact any member of staff who is the subject of your
complaint and, where appropriate, the staff member’s manager, to discuss the
matter.
The objective of the investigator is to establish the facts regarding your complaint.
The extent of this investigation will depend on the complexity and seriousness of the
issues you have raised.
The CRU will aim to complete all formal investigations as quickly as possible and
within 30 working days. In some exceptional cases a formal investigation may take
longer to complete. If this happens the CRU will write to you within this 30 day period
to let you know the reasons for this delay and the date by which a decision is
expected.
Once the investigator has completed their investigation, they will complete their
investigation report. The investigation report will contain all the relevant details
regarding your complaint that they have gathered during the investigation.
D. Decision
Once completed, the investigation report will be provided to a member of the CRU
management team with responsibility for the department to which your complaint
relates (the Decision Maker). The Decision Maker will then review the investigation
report and decide on how best to proceed with resolving your complaint.
If the Decision Maker upholds your complaint in whole or in part, they will write to
you to explain the circumstances and to provide details on what the steps the CRU
plans to take to prevent the issue from occurring in future.
If your complaint has not been upheld, the Decision Maker will write to you to inform
you of this and the reasons why.
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Process Timeline:
The CRU takes all complaints seriously and aspire to learn from any mistakes we
have made. The CRU’s senior management team considers a summary of all
complaints on a regular basis, as well as details of any serious complaints.
Where there is a need for change, the CRU will develop an action plan setting out
what it will do, who will do it and when it will be completed. Where appropriate, the
CRU will let you know when changes related to issues raised in your complaint have
been made.
E. Right of Appeal
Where you are unhappy with the outcome of your complaint, you can appeal this.
The request for an appeal should be made to the Complaint’s Office within 10
working days of your receipt of any formal or informal decision.
Once received, your appeal will be referred to a member of staff that is more senior
than the initial Decision Maker (the Appeal Officer). The Appeal Officer will carry out
an initial assessment of the materials related to your complaint to determine whether
a full review is merited, taking account of any additional information provided in the
appeal.
Where the Appeal Officer determines that further investigation is not merited, they
will inform you of their decision and the reasoning behind it.
Where the Appeal Officer determines that a further investigation is merited, they will
conduct a full review of the file relating to your complaint, including any investigation
report produced. The Appeal Officer will inform you of their decision within 20
working days of the CRU’s receipt of your appeal. The Appeal Officer’s decision will
be final and no further appeal will be available.
What to do if you need help with the complaint process
If you need extra assistance with any stage of the complaint process, please let a
CRU complaints officer and they will seek to assist you in any way they can.
Appeal (if required)
20 days
Decision
10 days
Investigation (if necessary)
30 days
Initial Assessment
20 days
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What we expect from you
The CRU believes that all complainants have the right to be heard, understood and
respected. However, the CRU also believes that its staff have the same rights and
expects complainants to be polite and courteous in their dealings with the CRU.
Where complainants engage in aggressive or abusive behaviour, or make
unreasonable or unreasonably persistent demands, the CRU reserves its right to
discontinue its engagement and to end the processing of any related complaints.
2. Next Steps
The CRU Customer Charter, Action Plan and Complaints procedure will be open for comments and feedback by the public for a period of six weeks until Monday, 8 July 2020. Following the review of this feedback, the updated Charter and new Action Plan will be published in the Customer section of the CRU website, www.cru.ie.