Standards of Service

The HPRA aims to provide a timely, professional and quality service to its stakeholders and is committed to continuous improvement. We work co-operatively with our stakeholders to ensure effective quality service. Those affected by the HPRA's activities have opportunity for consultation on matters related to them. 

Principles of Service

    In our dealings with our stakeholders, we make the following commitments to:
    • provide a high-quality service
    • treat all stakeholders in a positive, helpful and courteous manner at all times
    • process queries efficiently and within agreed timeframes
    • listen to stakeholders' views on how we can improve our services further
    • respect privacy and confidentiality
    • provide clear and accurate information in guidelines

    The HPRA collects information on the conduct of its activities. This allows us to set targets and monitor performance. The HPRA has a commitment to continuous improvement of its services. 

    HPRA structures reflect an intention to provide an efficient service within the constraints of available resources. There is a commitment to control finances to ensure value for money.

    Delivery of Service

    • Hours of business are from 9:00am to 5:00pm Monday to Friday, with reception cover from 8:45am to 6:00pm.
    • We currently provide information by phone, letter, e-mail, fax, text and via our website. Our Access Officer will, on request and with sufficient notice, provide information in other accessible formats such as large print, Braille, audio tape, audit induction loops, Irish language, Irish sign language and easy-to-read. We regularly consult with experts to advise us in relation to making all our services accessible.
    • If you contact us by telephone, we will answer all calls promptly and always identify ourselves to you by name. We aim where possible to respond to routine queries within two days. For non-routine or assessment-related queries we will inform the enquirer when to expect a full reply. If voicemail is in operation, we will return your calls as soon as possible. We will update our voicemail messages to inform you if staff are out of the office for more than one working day.
    • If you contact us with a query by letter, e-mail or fax, we aim where possible to respond to routine queries within two days of receipt of the query. For non-routine queries we will inform you when you may expect a full reply and identify who will respond. In our response letters, e-mails or faxes to you we will identify ourselves with full contact details. Correspondence on assessment-related matters is more complex and will require longer timeframes appropriate to the issues involved.
    • We will use e-mail out-of-office auto-responses when not in the office and provide an alternative contact if out of the office for more than one working day.
    • If your query is more appropriate to an external agency or other public body, we will inform you of this and tell you how to contact them.
    • We will provide a broad range of information on our website and ensure that it is up-to-date, accurate and understandable. Our website will contain current contact information and organisation charts.

     

    Your Role

    Our website provides a broad range of guidance and information that will prove a useful starting point for any query.

    When contacting the HPRA you can help us by providing information e.g. contact details and where appropriate, reference numbers, in a timely and accurate manner. 

    You can also assist us by providing feedback and suggestions about our service. This will help us in our commitment to continuously monitor and improve our service standards.
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    Complaints

    The HPRA is committed to providing a high quality of service in all activities. In the event that any stakeholder is dissatisfied with the quality of service provided, formal procedures are in place for managing complaints. The HPRA will investigate complaints in a confidential, objective and timely manner and will provide a response to the matters raised. We promise that making a complaint will have no implication for your dealings and contacts with the HPRA. Where appropriate, corrective actions will be implemented with a view to improving performance. 

    The HPRA complaints procedure covers complaints in relation to the HPRA’s quality of service. The complaints procedure does not cover:

    • Decisions relating to the HPRA’s regulatory functions
    • Matters which are the subject of litigation
    • Matters which have been referred to the Ombudsman or Information Commissioner


    Complaints should be made in writing to the head of the relevant section or department. Details of the complaint should include the date of occurrence, details of what you are dissatisfied with, the name of the official with whom you dealt, your contact details and any other details or documentation related to your complaint. 

    If you require assistance in making a complaint, please let the HPRA know at the earliest opportunity. We will make every effort to assist you.

    If you are not satisfied with the response, please set out your reasons and your complaint can be escalated for further investigation, firstly to the Complaints Officer, and then to the Chief Executive if necessary.

    Contact details for the Complaints Officer of the HPRA:
    Complaints Officer
    Health Products Regulatory Authority
    Kevin O’Malley House
    Earlsfort Terrace
    Dublin 2
    complaintsofficer@hpra.ie

    Alternatively, complaints can be made to the Office of the Ombudsman. Further details on making a complaint to the Ombudsman can be found at www.ombudsman.gov.ie.