CRU Customer Charter and Customer Action Plan · 1.2 Charter and Plans 1.2.1. Customer Charter The...

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

http://www.cru.ie/


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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.

mailto:[email protected]



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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.

http://www.cru.ie/


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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.


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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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.


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.


Answer the telephone promptly and

identify ourselves when doing so.

Customer feedback.

http://www.cru.ie/


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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.


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.


Answer or appropriately direct queries

received through social media within 48

hours during the working week, where

practicable.


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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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.


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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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.


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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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.


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:

[email protected]; or

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.

http://www.cru.ie/

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