Standards of Service
Quality Service Standards
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.
The HPRA will treat all stakeholder queries in a fair and open manner in the spirit of the Equal Status Act, 2000.
- Hours of business are from 9am to 5.30pm Monday to Friday. Please note reception closes from 1pm to 2pm for lunch.
- The vast majority of HPRA staff are currently working remotely. This is in line with Government advice which aims to slow down the spread of the infection.
- 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, hearing 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 your query is more appropriate to another agency or 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.
The HPRA aim`s to 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. We aim to ensure that the potential offered by information technology is fully availed of and that the information available on the HPRA websites follows the guidelines on web publication.
Timeliness and Courtesy
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
- work closely with other government departments and agencies to co-ordinate our services to you
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. HPRA staff with complaints handling training 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:
Health Products Regulatory Authority
Kevin O’Malley House
Complaints procedures are subject to regular review in line with best practice.
Alternatively, complaints can be made to the Office of the Ombudsman. Details on making a complaint to the Ombudsman can be found at www.ombudsman.ie
Consultation and Evaluation
The HPRA consults with stakeholders on a regular basis. Public consultations are published on our website.
The HPRA collects information on the conduct of its activities. This allows us to set targets and monitor performance.
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.
Official Languages Equality
Every effort will be made to accommodate people who wish to conduct their business through the medium of Irish.
Signage at our public offices will be available in both Irish and English. Where possible, we will try to provide a service through sign language and other languages.