PRB and Customer Care

The PRB are committed to providing an excellent service to our various customers. Our aim is to be a customer focused organisation and to courteous, helpful and timely in deal with queries and requests. Our Customer Charter below provides information about the standards we aim for in providing our services.

 

Customer Charter

Our Customer Charter sets out our commitments to our customers.

Commitment to You
To deliver a high quality, effective and efficient service. Strategic objectives include processing and determination of applications within a reasonable time period, having regard to the complexities that each case will present; timely delivery of the remediation programme.

Courtesy and Consideration
To endeavour to deliver quality services with courtesy, sensitivity and minimum delay, fostering a climate of mutual respect between the customer and the organisation. You can help us by also being respectful and courteous in your dealings with staff.

Independence, Openness and Impartiality
To commit to deliver a scheme which is clear and transparent. The aim is to give full and accurate information in a manner that suits you.

Performance
To monitor and evaluate performance on a continual basis and examine the development and delivery of services in order to meet customers’ needs including the development of appropriate ICT Infrastructure and systems.

Delivery of Remediation
To remediate the damage caused by pyritic heave to an acceptable standard with minimum disruption to the occupants.

Appeals
To establish an appeals process for determination of appeals in a fair, transparent and timely manner.

Complaints
To endeavor to maintain an open, accessible, and responsive system of dealing with complaints and to facilitate comments and suggestions from customers on the quality of service provided.
 

PRB’s Complaints Procedure

We undertake to listen to our customers and engage with them in assessing their level of satisfaction with our organisation and in responding appropriately to their feedback. Our Complaints Procedure does not cover complaints where there are statutory mechanisms in place to deal with complaints / appeals, e.g:

  • procedures for the hearing and determination of appeals against decisions made by Decision Makers appointed by the PRB, on applications for inclusion of a dwelling in the Pyrite Remediation Scheme;
  • complaints regarding Data Protection can be referred to the Data Protection Commissioner.


How we handle your Complaint

STEP 1
Complaints should be made as soon as possible following the incident under complaint. The following information should be provided by the customer in order to help us investigate the matter efficiently:

•    name and address;
•    details of the complaint;
•    the name of the staff member(s) with whom they were dealing if known;
•    a contact phone number if possible.

Customers are asked to provide as much information as possible to help speed up the investigation of their complaint. The complaint will be directed to an appropriate member of staff for careful examination. This person will not have been directly involved in the original action which gave rise to the complaint. In general, we will investigate and address complaints within a reasonable timeframe. We aim to acknowledge your complaint within 7 working days of receipt and to deal with your complaint within 14 working days of receipt. If your complaint requires further investigation, we will let you know and keep you informed of progress.
Complaints should be directed to the:-

Pyrite Resolution Board
7 Eastgate Avenue
Little Island
Cork                                                                  
T45 RX01


Tel: 1890 252842
Email: info@pyriteboard.ie

STEP 2
If the complainant is not satisfied with the outcome or handling of a complaint, the complainant may request in writing that the matter be escalated internally to the General Manager.

STEP 3
Office of the Ombudsman
Having exhausted our complaints procedure, set out above, if you are not satisfied you may refer the complaint to Office of the Ombudsman. By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. The Ombudsman provides an impartial, independent and free dispute resolution service.
Contact the Office of the Ombudsman:

Office of the Ombudsman
18 Lower Leeson Street
Dublin 2

Tel.: Lo-call 1890 22 30 30
Tel.: 01 639 5600
Fax: 01 639 5674
Email: ombudsman@ombudsman.gov.ie
Web: www.ombudsman.ie