Standards of service
The HPRA aims to provide a timely and professional service to its stakeholders and is committed to continuous improvement. We will treat all stakeholders in a positive, helpful and courteous manner and respect our stakeholders' privacy and confidentiality.
We provide clear and accurate information in the advice and guidance we make available and will deal with queries efficiently. We listen to stakeholders' views on how we can improve our services and will ask those affected by our activities to provide feedback. We work closely with other government departments and agencies to co-ordinate our services.
Equality/Diversity
The HPRA will treat all stakeholder queries in a fair and open manner in the spirit of the Equal Status Act, 2000.
HPRA opening hours
Hours of business are from 9am to 5.30pm Monday to Friday. Please note our reception closes from 1pm to 2pm for lunch.
Access Officer
In accordance with the Disability Act 2005, we have appointed an Access Officer to act as a point of contact for people with disabilities who wish to access our services. We regularly consult with experts to advise us on making all our services accessible.
You can contact our Access Officer by email accessofficer@hpra.ie, by phone at (01) 676 4971 or by post at Access Officer, Health Products Regulatory Authority, Kevin O'Malley House, Earlsfort Centre, Earlsfort Terrace, Dublin 2, D02 XP77.
Information
The HPRA aims to provide information that is clear, timely and accurate, easily available and meets the requirements of people with specific needs. We provide information by phone, letter, email, fax, text and via our website.
The Access Officer will, on request and with sufficient notice, provide information in accessible formats such as large print, Braille, audio tape, hearing induction loops, Irish language, Irish sign language and easy-to-read. 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.
Official Languages Equality
Every effort will be made to accommodate people who wish to conduct their business through Irish. Signage at our public offices will be available in both Irish and English. We will make best efforts to provide a service through sign language and other languages.
Complaints
The HPRA is committed to providing a high quality of service in all activities and has a complaints procedure in place. If you are dissatisfied with the quality of service provided, you can submit a complaint for the HPRA to investigate. We promise that making a complaint will have no impact on your dealings with the HPRA.
Note that 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
To make your complaint, please contact the Complaints Officer by email at complaintsofficer@hpra.ie or by post at Complaints Officer, Health Products Regulatory Authority, Kevin O'Malley House, Earlsfort Centre, Earlsfort Terrace, Dublin 2, D02 XP77.
Please include the following: the date of occurrence, details of what you are dissatisfied with, the name of the person 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 us know as soon as possible and we will make every effort to assist you. We will investigate your complaint, update you on our findings and where required, actions will be taken to help improve the HPRA’s performance. If you are not satisfied with the response, the complaint can be escalated to the Chief Executive by setting out your reasons in an email or letter. Alternatively, complaints can be made to the Office of the Ombudsman. Details on making a complaint to the Ombudsman can be found at their website.