Customer Charter

Introduction

This Charter sets out the standards of service which you can expect to receive from us, both as a member of the public and as a staff member of Coimisiún na Meán. This Charter specifically relates to how we interact with you, and our conduct during those interactions. The accompanying Customer Service Charter Action Plan (PDF) lays out our commitments under each of the 12 Guiding Principles for Quality Customer Service and how we will evaluate and consult on the achievement of those commitments.

Who we are and what we do

Coimisiún na Meán has been established further to the provisions of the Online Safety and Media Regulation Act 2022 (“OSMR Act 2022”). The OSMR Act 2022 was enacted on 10 December 2022. The OSMR Act 2022 amended the Broadcasting Act 2009 to establish Coimisiún na Meán, with effect from 15 March 2023, and dissolve the Broadcasting Authority of Ireland (“BAI”).

In addition to undertaking the functions of the BAI as the regulator for broadcasting in Ireland, Coimisiún na Meán is to establish a regulatory framework for online safety, update the regulation of television broadcasting and audiovisual on-demand services, and transpose the revised Audiovisual Media Services Directive into Irish law.
Our organisation’s core responsibilities are to:

• Oversee the regulation of broadcasting and video-on-demand services.
• Develop and enforce the Irish regulatory regime for online safety.
• Oversee the funding and support the development of the wider media sector in Ireland.

What our customers can expect

Regardless of the method of contact, we aim to ensure that all members of the public receive a professional, prompt, and courteous response. We will always take account of the needs of members of the public in fulfilling our remit, and legal or technical language will be used only where necessary. We provide our services in accordance with the twelve Principles of Quality Customer Service for Customers and Clients of the Public Service, further details of our procedures under these principles are set out in the accompanying action plan. Members of the public can contact us via a range of channels as outlined below.

Telephone

You may contact us at the telephone number given on our Contact page.

• We will answer your phone call as soon as possible.
• We will be polite, helpful and will do our best to provide callers with clear and correct information.

While we understand that stakeholders who call may be experiencing difficulties or be in a stressful situation, if callers become abusive, offensive or aggressive to staff members during a telephone call, staff will advise the caller that the call will be terminated if such behaviour continues.

We will try to answer all matters raised but if your query is complex, we may require you to provide it in writing so that we can review it and provide a comprehensive and considered response.

If you need to speak to a particular person who is unavailable, we will tell you this and give you the option to leave them a message. Or, if you prefer, you may speak to another team member.

Writing

• The most efficient way to contact us is by email to [email protected].
• Emails and post will be checked daily during normal business hours Monday to Friday (9am-5.00pm), excluding public holidays.
• You will be treated with courtesy and respect in all written correspondence.
• On receipt of an email to [email protected] we will provide an initial response and if the response is not complete, we will provide an indicative timeline for when you will receive a complete response. We are unable to give timelines to users who have submitted queries and complaints.

In-person

• All in person meetings require pre-approval, requests should be submitted by email or phone through the contact details below. There is no automatic right to meet staff, the Commission will liaise with the requestor on the most appropriate communications method for supporting the customer.
• We will see you on time for scheduled meetings and appointments.
• We will ensure that all visitors are afforded privacy and discretion in their dealings with An Coimisiún.
• We will ensure that our offices are accessible and conform to all Health and Safety standards.

Customer commitments

Regarding the level of service to expect when contacting or visiting, we will:

• Treat you equally, with courtesy and respect.
• Ensure our services are fully accessible.
• Conduct business through Irish, where requested.
• Apply the highest standards of integrity.
• Be open, consultative and listen to and consider the opinions of others.
• Foster the trust of the public through quality service and good communication.

Customer complaints

You have a right to complain if the standard of service we provide is not up to the standard set out in this Charter or action plan. Please use the Complaint Form at the end of the Customer Service Charter Action Plan (Appendix A) or contact us for a Complaint Form. The full details of our customer complaints procedure and appeals process can be found in the Customer Service Charter Action Plan.

Help us to help you

We welcome your opinion and appreciate the time taken to bring any suggestions to our attention. If you have any comments or suggestions on how we can improve our service, please email these to [email protected].

Help us to help you by engaging with our staff in a respectful manner. We will not accept abusive, threatening or offensive behaviour for any reason and will take the appropriate steps to protect our staff if this occurs.

Monitoring and evaluation

Our customer service performance is monitored and measured against the 12 Principles for Quality Customer Service and our commitments as set out in our Customer Service Action Plan. The number of complaints we receive will be included in our annual report. This Charter and corresponding Action Plan will be reviewed every three years.

How to contact us

Main contacts

Contact Centre: + 353 1 963 7755 | [email protected]
Monday – Friday, 8am – 6pm

Website: www.cnam.ie

Other contacts

• FOI Unit: [email protected]
• Data Protection Officer: [email protected]
• Broadcasting/VOD Complaints: [email protected]
• Irish language: [email protected]
• Access Officer*: [email protected]

*Pursuant to Part 3, Section 26(2) of the Disability Act 2005, An Coimisiún is required to appoint an Access Officer to provide or arrange for and co-ordinate the provision of assistance and guidance to persons with disabilities in accessing its services. As An Coimisiún has not yet appointed an Access Officer, this email address is monitored by An Coimisiún’s Governance team who will as appropriate address or redirect any queries.