About us

Service Charter

Our commitment

The Commission for Railway Regulation (CRR) is committed to providing the highest quality service that addresses the needs and expectations of all who depend on our services. This charter describes the standard of service you can expect to receive from us.

Safety Regulation

Complaints

This section explains the various types of complaints that the CRR handles and how to go about making a complaint in regard to railway safety. You may also wish to refer to our frequently asked questions section.

Our Complaints and Appeals Procedure document can be found here.

Complaints by Individuals – public, staff, concerned parties, etc.

In the first instance, we recommend that you contact the Railway Organisation concerned in relation to your complaint, details of which are set out below. If you are not satisfied that your concern has been appropriately addressed, or where you wish to remain anonymous, please contact the CRR at info@crr.ie. Please note, all information received is treated in the strictest confidence in accordance with the Protected Disclosures Act, 2014.

Occupational Safety & Health complaints

The Health & Safety Authority is responsible for occupational safety & health issues. Please see www.hsa.ie for further details on how to submit a complaint to them.

Iarnród Éireann (Irish Rail) complaints

Iarnród Éireann (Irish Rail) is responsible for managing and maintaining the railway infrastructure, and for providing train services for the transport of passengers and goods. The CRR is responsible for regulating Iarnród Éireann’s compliance with railway safety legislation. Complaints should be directed to Iarnród Éireann in the first instance - please see www.irishrail.ie for further details on how to submit a complaint to them. If you are not satisfied that your safety concern has been appropriately addressed, you may refer the matter to the CRR.

LUAS (Transdev) complaints

Transdev are the operator of the Dublin light rail system (LUAS). The CRR is responsible for regulating Transdev’s compliance with railway safety legislation. Complaints should be directed Transdev in the first instance - please see www.luas.ie for further details on how to submit a complaint to them. If you are not satisfied that your safety concern has been appropriately addressed, you may refer the matter to the CRR.

How to complain about the service you have received from the CRR

The CRR aims to provide an efficient and helpful service to both Railway Organisations and those who contact the CRR about railway safety issues. The CRR aims to deliver its service within the targets set by the Commission.

Should a Railway Organisation or other affected party wish to appeal an CRR decision, or submit any other complaint in relation to the manner in which the CRR has handled an activity, they may request that the CRR consider the appeal or investigate the complaint.

In order to appeal a decision or make a complaint, please contact the CRR at info@crr.ie or by completing the contact form available at: http://www.crr.ie/contact/contactform.html. Following receipt of the initial submission, the CRR will inform you of the timescale and CRR process for managing the appeal or complaint.

Should you remain dissatisfied with the response you receive, you may contact the Ombudsman regarding your concerns at: www.ombudsman.gov.ie

Ultimately, it is the duty of the Oireachtas and the Transport Committee to ensure that transport related public bodies comply with the terms of their complaints handling procedure, and ensure that customers receive the service to which they are entitled.

Regulatory Complaints & Appeals

The Commission for Railway Regulation has been designated as the Regulatory Body, and will adjudicate on complaints and appeals regarding the allocation of network capacity or pricing of access to the network. This activity is undertaken in accordance with S.I. 249 of 2015. If you wish to submit a complaint or make such an appeal, please make direct contact with the CRR at: info@crr.ie

CRR Service Standards

Offering easy access to our services

We are committed to providing easy access to our services by:

  • Ensuring we use simple clear language
  • Offer a range of options for contacting us
  • Supply you with full, up-to date, accurate information in the format you request, whenever possible

Service through Irish

We are committed to doing our utmost to facilitate you if you wish to conduct your business with us through Irish.

  • If you write to us in Irish, we will respond to you in Irish
  • We will publish our important documents such as our Statement of Strategy and Annual Report in both Irish and English
  • We will fulfil our obligations under the Official Languages Act 2003
  • Our website is available in Irish.

Contact by telephone

If you contact us by telephone, our commitment to you is:

  • We aim to answer 90% of all calls to our switchboard within 20 seconds
  • We will direct your call to the most suitable person to answer your query
  • We will respond to voicemail messages within one working day

Contact by letter

If you write or contact us by e-mail, our commitment to you is:

  • We will issue an acknowledgement of your letter or email within one working day of receipt of your correspondence
  • We will endeavour to respond fully to you within 15 working days in 90% of cases, or if this is not possible, we will write to explain why and advise you when you can expect a full response
  • All correspondence will be written in clear language, only using technical terms where necessary and explaining any terms that are used
  • Ensure all our written correspondence includes a contact name, telephone number, fax number and e-mail address.