Helen McEntee (Meath East, Fine Gael)
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As the Deputy is aware, the Property Services (Regulation) Act 2011 (Minimum Standards) Regulations 2020 sets down minimum standards to be observed by property services providers in the provision of property services.

For example, Regulation 5 (1) imposes an obligation on a licensee “to respond to all communications from a client by whatever means agreed with the client and within a reasonable timeframe”. As the Deputy will appreciate, what is considered a “reasonable timeframe” will depend on the facts in an individual case.

The Property Services Regulatory Authority (PSRA), which was established under the 2011, is responsible for the licensing of property services providers and the regulation of the property services sector. The PSRA’s functions include the investigation and adjudication of complaints of improper conduct by property services providers. The definition of improper conduct in the Act includes the commission by a licensee of a contravention of Regulations made under the Act.

Where a property services provider fails to respond to communications from a client, it is open to the client concerned to submit a complaint to the PSRA. Information in relation to the investigation of complaints by the PSRA is available on the PSRA’s website at: Investigation of Complaints - Property Services Regulatory Authority (psr.ie) - www.psr.ie/consumers-information/investigation-of-complaints/