Consumer protection organisations

Ireland has several statutory consumer protection organisations. These include general agencies and those focused on specific industries or sectors.

Their key roles include:

• Providing information about consumer rights
• Resolving complaints about businesses
• Enforcing consumer protection laws
• Licencing and registering businesses

This page explains these organisations and their functions. For guidance on specific complaints, visit how to make a complaint.

The CCPC promotes competition and consumer welfare in Ireland. It investigates and enforces compliance with consumer and competition laws across multiple sectors.

Consumer information

The CCPC has a consumer helpline and website that provides information on:

• Your consumer rights
• Making complaints
• Managing your money
• Comparing financial products and services such as bank accounts, mortgages, loans and more
• Product recalls

You can find more information about what the CCPC does for consumers and for businesses.

Complaints handling

While the CCPC doesn’t handle individual complaints, it uses complaint data to see where markets are not working well. It may investigate an issue if it feels there might be a breach of the law.

Enforcement

The CCPC enforces Irish and European consumer law and competition law in Ireland. The CCPC is also responsible for:

• Enforcing product safety regulations
• Monitoring compliance with the Grocery Goods Regulations, investigating complaints and taking enforcement action
• Monitoring advertising of credit facilities by authorised credit intermediaries (they share responsibility for this with the Central Bank)

You can find out more about how CCPC decides to take action.

Registration and licencing

The CCPC has specific responsibility for the authorisation of credit intermediaries and for maintaining the Register of Credit Intermediaries.

The CCPC also has a statutory responsibility to ensure that pawnbrokers are licenced.

Central Bank of Ireland

The Central Bank of Ireland regulates the financial services sector and works closely with the other bodies responsible for financial services consumer protection in Ireland.

You can watch this video to find out more about what the Central Bank does.

Consumer information

The Central Bank’s Consumer hub provides consumer information on topics including:

• Warnings and alerts
• Deposit guarantee scheme
• Mortgages
• Tracker Mortgage Examination
• Unauthorised firms
• Consumer guides
• Brexit FAQ for consumers
• Contacts and complaints
• Banknotes and coins

You can read about consumer issues, the economy and the role of the Central Bank in its explainers.

The Central Bank manages the Central Credit register that collects and stores information about loans. You can read more about your credit history and what information is on the register.

Complaints handling

The Central Bank does not investigate individual consumer complaints.

If you have an unresolved complaint with a financial service provider, you should contact the Financial Services and Pensions Ombudsman (FSPO) – see details below.

Enforcement

There are two parts to the Central Bank’s enforcement work:

• Administrative Sanctions Procedure: this is how the Central Bank investigates and sanctions breaches of financial services law by regulated firms and individuals
• Fitness and Probity Regime: this requires people in certain positions within regulated firms to be competent and capable, honest, ethical and of integrity, and financially sound

You can read more about how the Central Bank supervises firms and about the Central Bank’s enforcement powers.

Registration and licencing

Only firms authorised by the Central Bank of Ireland or a corresponding regulator in another EEA Member State can provide regulated financial services in Ireland.

You can find out if a firm is authorised and regulated by the Central Bank by checking the Register of Authorised Firms.

Financial Services and Pensions Ombudsman

The Financial Services and Pensions Ombudsman (FSPO) acts as an independent mediator, helping to resolve complaints related to pensions and regulated financial services.

FSPO was established in 2018 taking over the functions of the Financial Services Ombudsman’s Bureau and the Pensions Ombudsman.

Consumer information

The FSPO website has information on the steps to making a complaint.

You can also download FSPO leaflets on how to make a complaint (pdf), and what to expect during mediation in their Dispute Resolution Service (pdf).

You can find information on:

• Who can complain to FSPO
• What providers you can complain about
• How to make a complaint to your provider
• Contacting FSPO about your complaint

Complaint handling

FSPO is a statutory body that acts as an independent mediator helping consumers resolve complaints with pension providers and regulated financial services providers.

If a complaint is not resolved, FSPO can investigate the matter further. It can make a decision that is legally binding on the financial institution (subject to appeal to the High Court), including ordering the provider to pay compensation.

FSPO may also publish legally binding decisions in relation to complaints about financial service providers.

Regulation and enforcement

FSPO does not regulate financial service providers. However, the FSPO can tell the Central Bank or the Pensions Authority about any concerns arising from an investigation, so that regulatory action can be taken.

Registration and licencing

The FSPO has no role in registering and licensing of financial service providers.

The Pensions Authority

The Pensions Authority in the statutory body that oversees the proper administration of pension schemes and the protection of pension rights for people living in Ireland.

The Pensions Authority provides information for pension providers and for the public.

The Pensions Authority website, pensionsauthority.ie, provides information on understanding your pension. It has useful resources including a pension calculator, budget planner and a glossary of pension terms.

If you have a problem that you cannot resolve with your pension provider, read about how to make a complaint about your pension.

Commission for Regulation of Utilities

The Commission for Regulation of Utilities (CRU) is a statutory body responsible for regulation of the energy and water sector in Ireland.

Consumer information

On the CRU’s consumer website, you can find information about:

• Your rights
• Billing
• Switching supplier
• Home safety
• Microgeneration
• Smart meters
• Energy credits

You can also get information and advice about energy and water issues by contacting the CRU’s dedicated Customer Care Team.

You can find more information about what the CRU does.

Complaint handling

The CRU provides a free dispute resolution service for unresolved energy, gas or water services complaints. It can investigate the complaint and make a legally binding decision.

Regulation and enforcement

The CRU is the statutory regulator of the Irish electricity and natural gas sectors. The CRU is also the economic regulator of the Irish public water and wastewater sector.

Registration and licencing

The CRU grant certain authorisations and licenses. It then monitors performance and can modify or revoke those licences if needed.

The CRU grants licenses for generating stations, laying of electric lines, natural gas and LPG safety, electricity supply and natural gas shipping and supply.

Commission for Communications Regulation

The Commission for Communications Regulation (ComReg) is a statutory body responsible for the regulation of the communications sector. It regulates telecommunications, electronic communications, radio communications, broadcasting transmission, premium rate services and the postal sector. Its aim is to promote competition, protect consumers and encourage innovation.

Consumer information

You can get advice and information from ComReg on the following:

• Home phone contracts, billing and disputed charges and switching providers
• Roaming within and outside EU and EEA
• Mobile phone contracts, roaming, service issues, unsolicited contact, switching provider, premium rate services and scam calls
• Internet and broadband contracts, broadband speeds, switching broadband provider and broadband service issues
• Postal sevices FAQs, postal authorisation, regulation of An Post and market research

You can find out more about what ComReg does in this video on what ComReg does.

Complaint handling

ComReg has a dedicated Consumer Care team to help with queries and complaints. It also provides live web chat facility .

You can read more information in the guide to complaints about mobile phone, home phone, broadband, premium rate services and postal services (pdf). You should first complain to the service provider.

Regulation and enforcement

ComReg monitors and checks if regulated entities comply with their regulatory obligations.

You can see ComReg’s latest enforcement actions.

Registration and licencing

ComReg is responsible for the authorisation, licensing and registration of a number of different telecommunications and postal services.

Coimisiún na Meán

Coimisiún na Meán is Ireland’s media regulator. It replaced the Broadcasting Authority of Ireland (BAI) in 2023. Coimisiún na Meán regulates broadcasting, video-on-demand services and online safety.

Consumer information

You can find information on Coimisiún na Meán’s website, including:

• How to make a complaint
• Register of audio-visual on-demand media services
• Online safety

Complaint handling

Coimisiún na Meán is the media regulator for online safety, television broadcasting, radio broadcasting and video on-demand services. You have the right to complain if you have seen or heard something through these forms of media that does not meet the standards set out in legislation and/or the codes or rules for media services.

You should first complain to the service provider. Coimisiún na Meán is responsible for ensuring licensed broadcasters and media services respond appropriately to complaints from the public. If you do not receive a reply, or you are not happy with the reply, you can complain in writing to Coimisiún na Meán.

You can learn more in our pages on online safety and how to complain about media.

Regulation and enforcement

Coimisiún na Meán publishes broadcasting codes and rules and the Online Safety Code (pdf). It is responsible for making sure that licensed broadcasters and regulated digital services comply with these codes and rules.

Registration and licencing

Coimisiún na Meán is responsible for the licensing of independent radio and television services in Ireland. It also maintains a register of media service providers that own and operate audio-visual on-demand services established in Ireland.

The Health Insurance Authority

The Health Insurance Authority (HIA) was established in 2001 as a statutory regulator of the private health insurance market in Ireland.

Consumer information

The HIA provides information so you can view and compare the benefits and prices of all private health insurance plans available on the Irish health insurance market.

You can also find information on:

• Waiting periods
• Switching
• Cancelling
• Lifetime community rating
• FAQs

You can read more about your consumer rights and choices in the private health insurance market (pdf).

Complaint handling

You should first contact your health insurer with your health insurance query or complaint using the insurer’s internal complaints procedure.

If you are unhappy with the response or want to escalate your complaint, the HIA has guidance on how to contact the relevant regulator.

Regulation and enforcement

The HIA monitors the sector and advises the Minister for Health on issues relating to health insurance, including assessing the effect of any regulations or new legislation on consumers.

It has the power to take enforcement action where a health insurance provider fails to comply with legislation.

Registration and licencing

All health insurers must be registered with the HIA in order to carry on the business of health insurance in Ireland.

You can check the register of private health insurers.

Irish Aviation Authority

The Irish Aviation Authority (IAA) is a commercial semi-state agency. It is the national aviation regulator. It is responsible for safety, security, and consumer protection.

Consumer information

The IAA provides information for consumers to help you understand your rights and entitlements if your air travel plans are disrupted.

You can find out more about your air travel rights.

Complaint handling

You can make a complaint to IAA if the affected flight departed from Ireland or arrived into Ireland from a third country (outside the EU/EEA) on an airline that is based within the EU.

You can report a safety concern or submit a complaint regarding low flying aircraft.

The IAA can also deal with complaints about air carriers or airport management based in Ireland who do not comply with assistance for reduced mobility passenger rules.

Regulation and enforcement

The IAA has an important consumer protection role. It is the national enforcement body for the monitoring and regulation of EU legislation on flight delay, cancellation or denied boarding and the provision of assistance to passengers with reduced mobility.

Registration and licencing

The IAA is responsible for licensing:

• The travel industry (both tour operators and travel agents)
• Irish airlines
• Personnel

It also has responsibility for registering drone operators.

National Transport Authority

The National Transport Authority (NTA) is a statutory non-commercial body responsible for providing and regulating public transport in Ireland. This includes ensuring that passengers are treated fairly and appropriately.

Consumer information

The NTA has a consumer website transportforireland.ie.

You can find out more about the different public transport services in Ireland.

Complaint handling

If you have a complaint about a public transport service, you should contact that service directly.

You can complain to the NTA about taxis, hackneys and limousines. NTA won’t consider complaints of a criminal nature, or about road traffic offences.

Regulation and enforcement

The NTA is the national enforcement body for EU passenger rights in rail, maritime and coach transport.

It regulates public bus services (both private and State-owned), the small public service vehicle (SPSV) sector (for example, taxis or hackneys), and vehicle clamping operations.

Registration and licencing

The NTA has responsibility for all public transport licensing, including:

• Taxis, hackneys and limousines
• Public bus passenger services

Food Safety Authority of Ireland

The Food Safety Authority of Ireland is a statutory, independent body, dedicated to protecting public health and consumer interests in the area of food safety and hygiene

You can find more information in our page about the Food Safety Authority of Ireland.