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As always, lots of rights to help you right some wrongs in your life here, all courtesy of the Bray Information Centre.

We’re compiling the all the KYRs of 2020 here, starting with, naturally enough, life during Covid-19, and how best to navigate this strange and strained times.

Over to Martina at the Bray Information Centre…

Know Your Rights: How To Deal With Scams

I clicked on a link in a text message that turned out to be a scam. What should I do next?
Scams target people of all ages and backgrounds. Scams are about tricking you into parting with your money and are becoming more and more sophisticated and difficult to spot. During the busy Christmas season, fraud and other scams are increasing.

If you suspect you’ve been scammed you should act immediately:

• Stop all contact with the scammer

• Do not send any more payments

• If you paid by credit or debit card, tell your bank or card provider immediately

• Report the incident to your local Garda station –scamming is a criminal matter

• Gather any records you have about the scam (emails or other communications)

• Protect your devices by resetting your passwords and update your anti-virus software

• Report the incident to consumer protection agencies such as the CPCC, for advice and to help stop other people being caught in the same scam

You may be able to get your money back depending on what happened and how you paid the scammer.

You may get your money back if you:

• Notice money has been taken from your account without your authorisation, and you contact your bank immediately.  In most circumstances, your bank must refund you for an unauthorised payment.

• Bought something from a scammer with your debit card, credit card or PayPal. You can ask your bank or credit provider to reverse the transaction through a process known as a chargeback.

It’s unlikely you will get your money back if you:

• Paid by bank transfer. It can be harder to get money back, but the sooner you contact your bank the better.

• Paid by money transfer services such as MoneyGram, PayPoint or Western Union.

• Paid by vouchers or gift card

To protect yourself in future, you should not share your personal information if you don’t know who you are dealing with.  Trust your instinct and always ask yourself ‘is it safe?’

You can read more about how to protect yourself from scams on citizensinformation.ie. We also have information on new scam warnings.

Know Your Rights: Vehicle Registration Tax

I imported a car into Ireland last week but I couldn’t get an NCTS appointment until January 2021. Will my VRT be based on when I brought the car into Ireland or the date that it goes to the VRT centre?
While all National Car Testing (NCT) Centres are open, they are operating at a reduced capacity because of COVID-19 and are experiencing high levels of demand. You will not be charged a penalty for a late registration if your registration appointment is within 30 days of bringing your car into Ireland.

If you imported a vehicle into Ireland before 31 December 2020 and can’t get an appointment for an inspection before 1 January 2021, the rate of Vehicle Registration Tax (VRT) you pay will be calculated based on the new payment rates for 2021.

From 1 January 2021, new VRT rates will apply based on the CO2 emissions of passenger cars. This is a new EU emissions test called the Worldwide Harmonised Light Vehicle Test Procedure (WLTP). The current 11 band table for VRT will be replaced with a 20 band table based on a new rates structure. 

The new VRT rates will range from 7% for the lowest CO2 emissions to 37% for the highest. In addition, you have to pay a Nitrogen Oxide (NOX) levy based on the NOX emissions of your car.

You can read more about the process of importing your vehicle into Ireland on citizensinformation.ie. For more information about upcoming changes to the way VRT is calculated, you can contact the Revenue Commissioners’ Central Vehicle Office on 017383619.

Know Your Rights: Rental Protections During Covid-19

I lost my job because of COVID-19 and cannot pay my rent. Will I be evicted from my home?
No. If you are at risk of losing your rented accommodation because you cannot pay your rent due to COVID-19, you cannot be evicted and your rent cannot be increased until 11 January 2021 (under the Residential Tenancies and Valuation Act 2020). It is expected that these protections will be extended until 12 April 2021, but legislation is needed for this.

To benefit from the rent freeze and eviction ban, you must be at risk of losing your tenancy because of COVID-19 and you must be getting either:

• Enhanced COVID-19 Illness Benefit or

• Any social welfare payment or State support to help with loss of earnings caused by COVID-19 (including Rent Supplement, Supplementary Welfare Allowance and the wage subsidy schemes)

If you meet these requirements, you must fill in and sign a Self-Declaration Form and send it to both the Residential Tenancies Board (RTB) and to your landlord. You should keep evidence of having sent the form. Then you can benefit from these protections. If you are already facing rent arrears, you should follow the RTB’s 8-step process to keep your tenancy.

You could also speak to your landlord and tell them that you are struggling to pay your rent. They may agree to reduce your rent until your situation improves. You should not stop paying rent completely. If you cannot pay the full amount of rent due, speak to your landlord or agent before you start paying a reduced amount.

Know Your Rights: Shopping Online

I bought presents online during the Black Friday sales. Can I get a refund if I’m not happy with them when they arrive?
When you buy online from a seller based in Ireland or elsewhere in the EU, you have strong protections under consumer law. This is because you do not enter the contract in person and you cannot check the products before you buy.

Your rights are the same whether the item was bought at full price or on sale.

What are my cancellation rights?

You have 14 calendar days to change your mind without having to give a reason. This is known as the ‘cooling-off period’.

If you bought a product online your 14 day ‘cooling-off period’ starts when you get the product.

Does my right to cancel apply to all online purchases?

The cooling-off period does not apply to certain purchases. Examples are leisure services such as hotel bookings, car rental or concert tickets or if the product was made especially for you.

How do I cancel?

Before the end of your ‘cooling-off period’, let the seller know in writing that you want to cancel. You can do this by email or post, or by using the cancellation form provided by the seller.

You do not have to give a reason for cancellation, but you may have to pay for the cost of returning the goods.

When will I get my refund?

You must be refunded within 14 days of cancellation, including standard delivery costs. The seller may not process the refund until they have proof that you sent the goods back.

Brexit and buying online from a UK business

If you are buying online from a UK trader, your consumer rights remain the same during the transition period (until 31 December 2020). You should keep in mind that after the transition period those rights may change. You can find out more about shopping online on citizensinformation.ie.

Know Your Rights: COVID Restrictions Support Scheme (CRSS)

I’ve had to close my business to the public during the latest COVID restrictions. Can I get any support?
There are a number of supports for business during COVID-19 restrictions. Under the new COVID Restrictions Support Scheme (CRSS), there is a cash payment for qualifying businesses.

Sole traders, partnerships and companies can apply for the CRSS. You must have a valid tax clearance certificate and have met your VAT obligations. Generally, this scheme applies when Level 3 or higher restrictions are in place in line with the Plan for Living with COVID-19.

To qualify, your business premises must be either closed to customers or substantially restricted in operating due to COVID-19 restrictions. You must intend to reopen once COVID-19 restrictions have been lifted and your turnover for the restricted period must be disrupted by 75% compared to 2019 levels.

To apply, you make a claim to Revenue under the CRSS for a cash payment known as an Advance Credit for Trading Expenses (ACTE).

This ACTE payment is equal to 10% of your average weekly turnover in 2019 up to €20,000 and 5% thereafter, with a maximum weekly payment of €5,000. If your business was set up between 26 December 2019 and 12 October 2020, the claim will be based on your actual weekly average turnover.

There is a 2-step process to make your claim:

1. You must register for the CRSS through Revenue’s Online Service (ROS).

2. You must complete a CRSS claim for a claim period/swithin 8 weeks of the date the claim period starts (that is the date the restrictions start).

The claim period is the period during which the qualifying COVID-19 restrictions are in place.

The current maximum claim period runs from 13 October 2020 (the date the scheme was announced) to 1 December 2020. The date you can start your claim from depends on the level of restrictions that were in place in your location during October 2020.

You can get more help from Revenue’s National Employer Helpdesk through the myEnquiries system or by calling the National Employer helpline Tel: 017383638 (Monday to Friday, 9am to 5pm).

Know Your Rights: Prescription Charges

I have a medical card but I seem to be paying more than the monthly cap for prescription charges for my family. Why would this happen and how can I get a refund?
If you have a medical card, you must pay a charge for each prescription item you get. Since 1st November 2020, this prescription charge has been reduced from €2.00 to €1.50 per item, up to a maximum of €15 per month per person or family (previously, the maximum was €20 per month). If you are over 70, the charge is €1 per item up to a maximum of €10 per month.

Usually your pharmacy keeps records of how much you have paid in prescription charges and makes sure that you do not pay more than the limit each month. However, you may use different pharmacies in the same month, or your family members may not be set up as a family group, and you may end up paying more than the maximum.

If this happens, the Health Service Executive (HSE) will issue a refund. You don’t need to apply for it. This is done on the basis of the information from pharmacies. Refunds are issued every 6 months.

You can set up your family as a family group on medicalcard.ie and print off a family certificate to give to your pharmacist. This will show all of the members of your family so that your pharmacy will not collect charges above the monthly limit.

If you do not have access to the internet, you can ask your Local Health Office to help with setting up a family group. You can also call the HSE on 1890252919 or ask your local pharmacist, who may be able to help you. You can find out more about prescription charges for medical card holders on citizensinformation.ie.

Know Your Rights: Support Bubbles

What is a support bubble, and can I be part of one?
A support bubble is when an isolated person from one household has close contact with one other household. In a support bubble, also called a paired household, the 2 households can meet indoors, even though they do not live together. This is described as an extended household.

There are special rules about who can form a support bubble. You can only form a support bubble if you:

• Live alone

• Live alone with children under the age of 18

• Share parenting or custody arrangements

• Live with an adult you provide care for

• Live by yourself and have a carer or carers who support you, including a live-in carer

Remember that support bubbles can only include 2 households. This means that you cannot:

• Have close contact with anyone else outside your bubble

• Join a bubble if the other household is already in a bubble with someone else

• Be in multiple support bubbles

You can travel outside of your 5km radius to meet with your support bubble. However, you should try to form a bubble within your 5km radius, where possible.

If someone in your support bubble gets symptoms of COVID-19, they must self-isolate immediately and phone a GP for advice. You can find a GP in your area through the HSE website.

Read more about what to do if someone in your bubble gets COVID-19 on gov.ie.

Know Your Rights: UK Drivers Licences And Brexit

I’m living in the Republic of Ireland and have a UK drivers licence. I would like to convert it to an Irish licence before the end of the Brexit transition period. How do I do this?
When the UK formally left the European Union on 31 January 2020, both sides agreed on a transition period to finalise arrangements. This transition period ends on 31 December 2020. Your UK driver licence will continue to be recognised in Ireland until that date.

You must apply in person at a National Driver Licence Service (NDLS) centre to convert your licence to an Irish licence. You must book your appointment online before visiting an NDLS centre. During COVID-19 Level 5 restrictions, NDLS centres remain open for people with booked appointments.

On the day, you should bring:

• A completed application form

• Photographic ID

• Proof of residency entitlement

• Evidence of PPS number

• Proof of address

The citizensinformation.ie website has a full list of documents accepted as proof of identity.

Your completed application form must be accompanied by:

• Your UK driver licence. If your driving licence is lost or expired, you need a letter of entitlement from the licensing authority in the state that issued your licence

• A fee of €55

In some cases, driving licence medical or eyesight report forms may be required

You can get information on medical and eyesight report forms on citizensinformation.ie.

It may take up to 3 months for your licence to be exchanged, as each foreign licence must be verified with the country that issued it.  The NDLS also has useful FAQs on Brexit and driving licences.

Know Your Rights: Tax Relief On Tuition Fees

My brother and I have started in third-level college this year. Can my parents claim any tax relief on our fees?
The cost of supporting children through third level education places a significant financial strain on many Irish families. However, your parents may be able to claim tax relief on your tuition fees, including the Student Contribution (sometimes called the registration fee), provided you are enrolled in an approved course in an approved institution.

All courses provided by publicly funded universities, colleges and institutes of higher education (PDF) in Ireland are approved for the purposes of tax relief. With respect to private institutions, the Revenue Commissioners publish a list of approved colleges and courses ahead of the commencement of each academic year. Currently, you can claim tax relief on tuition fees for:

• Full-time and part-time undergraduate courses in both private and publicly funded third-level colleges in approved colleges in Ireland or in any EU member state. The course must be for at least two years’

• Postgraduate courses in private and publicly funded colleges in Ireland as well as universities and publicly funded colleges in other countries (EU and non-EU). Postgraduate courses must be between one and four years in duration and students must already have a primary degree or equivalent qualification.

• Foreign language and IT courses that are less than two years’ duration and which result in the award of a certificate of competence. The course fees paid must not be less than €315 and not more than €1,270.

Tax relief is provided at the standard rate of 20%. Before you can claim relief, you must have paid the fees, either on your own behalf or on behalf of another person. There is no limit on the number of people you can claim for. The maximum amount of fees, including the Student Contribution that can qualify for tax relief is €7,000 per person per course.

For a full-time student for the academic year commencing 1 August 2020, there is no tax relief on the first €3,000 spent on tuition fees, including the Student Contribution. Similarly, there is no tax relief on the first €1,500 spent on tuition fees for part-time students. If you are claiming for more than one student, you will get full tax relief on tuition fees for the second or subsequent students.

You can claim tax relief on tuition fees using Revenue’s myAccount service. Alternatively you can download an application form from revenue.ie and return the completed form to your Revenue office.

Know Your Rights: Using A Registered Estate Agent

I am looking for an estate agent to help me sell my house. How do I check if an estate agent is legitimate?
The Property Services Regulatory Authority (PSRA) is responsible for licensing and regulating estate agents and other property services providers, such as auctioneers, letting agents and management agents.

The PSRA maintains and publishes a register of all licensed property services providers. The register lists the name, number, licence type and location of each property services provider.

Your estate agent must have a PSRA licence to operate legally. You can check to see if your estate agent is licensed by the PSRA by:

• Checking the Register of Licensed Property Service Providers 

• Asking to see the property services provider’s PSRA licence card

• Looking for the PSRA business licence, which must be on display in the estate agent’s office or at an auction

Your estate agent’s licence is valid for 1 year, and must be renewed annually. Due to COVID-19, licences due to expire between 7 May 2020 and 31 August 2020 have been extended by 4 months.

Your estate agent must give you (the owner selling the property) a Property Services Agreement (PSA) or Letter of Engagement (LOE). This is a legal requirement. The PSA or LOE is an agreed contract between the PSP and their client. The document should clearly outline what property services are being provided and all costs involved. A PSA agreement or LOE letter is a legal and binding contract between you and the estate agent.

You can make a complaint against your estate agent about improper conduct that happened when they were providing a property service. You can find more about how to complain on the PRSA website.

The PRSA administers a compensation fund. This fund provides compensation to clients of licensed PSPs, who have sustained losses due to the dishonesty of a licensed PSP. To make a claim for compensation, your estate agent must have had a valid licence when they were working for you. For more details on the process of making a claim, read the PSRA’s guide to making a claim.

You can get more information about the PSRA on citizensinformation.ie.

Know Your Rights: COVID-19 and School Attendance

When should I keep my child home from school during the COVID-19 pandemic?
Keeping schools open during the COVID-19 emergency is a Government priority.

However, many parents have questions about when to keep primary school children at home during the pandemic.

Your child should not go to school if they have:

• Symptoms of COVID-19 – common symptoms are a high temperature,  a cough, shortness of breath, loss or change to your sense of smell or taste

• Been in close contact with someone who has tested positive for coronavirus

• Been living with someone who is unwell and may have coronavirus

• An existing breathing condition that has recently got worse

If any of these apply, you should:

• Keep your child at home and completely avoid contact with other people, as much as possible. This means they must self-isolate. They should only leave your home to see your GP or have a COVID-19 test.

• Phone your GP. They will advise you if your child needs a test.

• Treat your child at home for their symptoms.

No one in your household should go to school, childcare or work until your child gets a diagnosis from their GP or a COVID-19 test result. This means they should restrict their movements.

If Your Child Has Other Symptoms

You should keep your child at home for at least 48 hours, if they have:

• Headaches or a sore throat – usually, after 48 hours you can send your child back to school as long as their symptoms do not get worse, they do not develop new symptoms and they do not need paracetamol or ibuprofen during the period.

• Diarrhoea – they should stay at home until they have had no diarrhoea for 48 hours.

You and your family can continue your normal routine.  You do not need to restrict your movements as long as you are not ill.

If Your Child Has Travelled Abroad

Your child needs to stay at home and not go to school if they have returned from a country that is not on the green list. They need to restrict their movements for 14 days. They do not need to see a GP unless they develop coronavirus symptoms. You should always check travel advice on the Department of Foreign Affairs and Trade website.

Know Your Rights: Fuel Allowance

I’m getting a State pension. Can I get help with my heating costs? 
You may qualify for a Fuel Allowance. This is paid to people on long-term social welfare payments who are unable to pay for their own heating needs. If you are getting a State pension you may qualify for the allowance as long as you live alone or only with:

• A dependent spouse, civil partner or cohabitant and/or dependent children

• Other people getting one of the qualifying payments who would also be eligible for a Fuel Allowance in their own right

• A person who is getting Carer’s Allowance or Carer’s Benefit and is caring for you or for your dependent spouse, partner or cohabitant on a full-time basis

• A person getting COVID-19 Pandemic Unemployment Payment (PUP), short-term Jobseeker’s Allowance or basic Supplementary Welfare Allowance

You also need to satisfy a means test. A means test examines your income to establish your means. If you are on a State Pension (Non-Contributory) you automatically satisfy the means test. If you are getting the State Pension (Contributory) you satisfy the means test if you have means of €100 or less per week.

If two or more people living in the same household qualify for the allowance, only one allowance is paid. If your heating needs are met in other ways (for example, if you live in local authority housing where heating is provided) you do not qualify for Fuel Allowance. The Fuel Allowance season usually runs from October to April each year for 28 weeks. You can choose to get the allowance paid weekly, €24.50 per week or in 2 lump sums of €343 – one paid at the start of the season and the second, in January.

If you think you are eligible, you should apply immediately. The allowance is not backdated. You can get an application form for Fuel Allowance (NFS1) from your post office or Intreo centre.   You can read more about the Fuel Allowance on the citizensinformation.ie website.

Know Your Rights: Appealing Leaving Certificate Calculated Grades

I’m not happy with my results.  Can I appeal my Leaving Certificate calculated grades?
Due to the postponement of the Leaving Certificate 2020 written exam, students were offered a State Certificate of Calculated Grades in their subjects for the: 

• Leaving Certificate

• Leaving Certificate Applied (LCA) – for your outstanding assessments, including your subjects, vocational specialisms and tasks due to be completed in the current LCA session.

• Leaving Certificate Vocational programme (LCVP) – Link Modules

Your calculated grade in a subject is arrived at by using:

• Your estimated percentage mark in that subject from your school

• Your position in your class/subject group as ranked by your school

• A standardisation process is then applied to ensure consistency across all schools

From 14 September at 9am, you can log in to the Calculated Grades Student Portal to appeal your calculated grade results. There is no fee to appeal your Calculated Grade result. 

However, if you want to appeal your grade, you must submit your appeal by 5pm, 16 September 2020.

The Calculated Grades Executive Office will follow three stages when considering your appeal:

• Stage 1: They will check that the information was recorded and transferred correctly by the school

• Stage 2: They will review that the data was correctly received and processed in the national standardisation process

• Stage 3: If you are unhappy with the outcome of the appeals process you can ask for a review by Independent Appeal Scrutineers

The estimated percentage mark provided by your teacher cannot be reviewed.

If you have exhausted the appeals process and you remain unhappy you have recourse to the Office of the Ombudsman or, if you are under 18 years of age, to the Ombudsman for Children’s Office.

A helpline for students is available from 7 September 2020 until after the CAO first round offers on 11 September 2020. You can call 1800 265 165

The Calculated Grades Executive Office helpline is also available from 7 September 2020 to 16 September 2020. You can call 1800 111 135 or 1800 111 136 (from 9am to 4pm). Outside of these hours, you can email [email protected].

If you are unhappy with the outcome of the calculated grades awarded or with the result of your appeal, you can choose to sit the written Leaving Certificate exam in the subject(s) in November 2020. Detailed information about the written exams will be published on the SEC website.

If you achieve a higher grade in the written exam than in your calculated grade, your results for that subject will be amended. If the higher grade means you would have been entitled to a higher offer of a CAO course, you will be facilitated in taking up that place as soon as practicable. However, it is not possible to guarantee that you will be able to take up a college course this year.

You can find out more about how appeals will work with the timing of college courses.

You can get detailed information in the Department’s guide Leaving Certificate 2020: Your questions answered and in Leaving Certificate 2020 and calculated grades. 

Know Your Rights: Stay and Spend Tax Incentive

I have booked a hotel break in Kerry in October. What is the new Stay and Spend scheme and how does it work?
The new Stay and Spend scheme allows you to claim tax back on accommodation, food and non-alcoholic drink (known as qualifying expenditure) bought between 1 October 2020 and 30 April 2021.

You can check if a business is participating in the scheme by looking out for the ‘Stay & Spend Tax Credit’ logo or you can check Revenue’s list of qualifying service providers.

Under the terms of the incentive:

• You must spend a minimum of €25 in a single transaction on qualifying expenditure and submit the receipt to Revenue

• You can submit receipts up to a total of €625, or €1,250 for a jointly-assessed married couple

• Revenue will provide an income tax credit of up to €125 per person, or up to €250 for a jointly-assessed married couple

 You can claim expenses on:

• Fáilte Ireland registered accommodation, including hotels, guest houses, B&Bs, self-catering, caravan parks, camping parks and holiday camps.

• Food and non-alcoholic drink – served in a café, restaurant, hotel or pub.

You cannot claim expenses on takeaway food, alcoholic drinks, drinks (either alcoholic or non-alcoholic) served without food or amounts below €25.

You do not need to be on a ‘staycation’ to avail of the scheme. You can also claim for expenses you paid in your local area if they meet the definition of qualifying expenditure.

You must have receipts to prove your claim for Stay and Spend expenses.

You can make your claim in two stages:

1. Submit your receipts to Revenue using the Revenue Receipts Tracker mobile app or using the receipts tracker service in Revenue’s myAccount 

2. Make an electronic claim for Stay and Spend tax credit through your Income tax return – Form 12 in myAccount (if you are a PAYE taxpayer) or Form 11 in ROS (if you are self- employed).

Read more about the Stay and Spend Tax Credit on citizensinformation.ie.

Know Your Rights: Help To Buy

I’m planning to buy my first home, how do I qualify for the Help to Buy Scheme?
As a first-time buyer, if you buy or self-build a new residential property, you may be able to claim a refund of income tax and DIRT that you paid over the previous 4 tax years. You cannot claim relief on the PRSI or USC you paid.

The maximum relief has been temporarily increased until 31 December 2020. Now, you can claim enhanced relief on the lesser of:
€30,000
10% of the purchase price of the property
10% of the completion value of a self-build
The amount of income tax and DIRT you paid for the previous 4 years
To be eligible for the enhanced relief, you must sign a contract for a new house or draw down on a self-build mortgage between 23 July 2020 and 31 December 2020.

To qualify, the property must:
Be a new-build property or a self-build
Cost under €500,000
Be bought or built as your first home (it cannot be an investment property)

You must also:
Live in the property for 5 years from the date that it is habitable
Be fully tax compliant for the 4 years immediately before your claim

You do not qualify if you:
Are a cash buyer
Are buying with someone else who is not a first-time buyer
Have previously bought or built a property, either individually or jointly with anyone else, even if you are now separated or divorced from that person. If you have inherited or been gifted a property previously, it does not affect your eligibility.

You must take out a mortgage of at least 70% of the purchase price (or, for a self-build, 70% of the valuation approved by the mortgage provider). This is known as the loan to value ratio. You can have a guarantor on the loan.

You can read more about the Enhanced Help to Buy Scheme on Revenue.ie.

Know Your Rights: Buying A Service

I just had a new patio fitted by a landscape gardener 2 months ago. The patio slabs are already beginning to crack. I am not happy with the quality of the work. What can I do?
When you hire someone to perform a service you are making a contract. As parties to the contract, you and the landscape gardener (the ‘service supplier’) have rights and obligations. 

If your service supplier does not do what they said they would, they are in breach of the contract. Contracts can be written or verbal and a verbal agreement is still legally binding.

Under the Sale of Goods and Supply of Services Act, 1980 you can expect that:
The supplier has the necessary skill to provide the service
The service will be provided with proper care and diligence
The materials used will be sound
Any goods supplied with the service will be of merchantable quality (that is of reasonable and acceptable standard, taking into account other factors such as durability and price)

Your service supplier is not allowed to mislead you. They should give you accurate and truthful information about the service. A misleading claim includes where you were told the service is of particular standard or quality and it isn’t.

If something goes wrong, your service supplier must put things right. As a general rule, the service supplier can repair or replace the service. Alternatively, they can refund the costs of the service to you.

If you are not happy with the quality of the service you should:
Act as soon as you can – a delay can indicate that you have accepted faulty services
Do not attempt to repair what went wrong yourself or give it to anyone else to repair it
Make sure that you have a proof of purchase (a receipt, cheque stub, credit card statement or invoice)
Keep all evidence of damage caused by poor work, for example take photos
Check any warranty or guarantee you got from your service provider (the warranty or guarantee is the service supplier’s promise about the quality of their services and what they will do if there are problems). 

First, complain to the service supplier – explain what the problem is and how you want it to be put right. Put your complaint in writing so that you have a record. If you complain over-the-phone or face-to-face make sure to take note of what was agreed.

If the service supplier disputes your claims about the quality of the work, you may need to get the opinion of an independent expert.

Finally, if you have complained to the service supplier and the problem is still not resolved, you can use the small claims procedure (for jobs less than €2,000) or take a civil case (for claims over €2,000).

You can get more advice in our documents on complaining about building or home improvements and on buying a service.

Know Your Rights: Travel Green List

I have to travel to a country on the ‘COVID-19 green list’ for essential purposes. What happens if it gets taken off the list while I am abroad?
The Government is advising against all non-essential travel overseas. But people may need to travel to and from Ireland for essential purposes and international travel cannot stop completely.

For that reason, on 21 July 2020, the Government published a green list of countries with a similar or lower incidence of COVID-19 to that of Ireland. People entering Ireland from these locations do not have to restrict their movements for 14 days.  The list is intended to act as a guide to where Irish residents may travel safely for essential purposes, such as for essential work or to care for family members.

Department of Foreign Affairs and Trade (DFA) travel advice for countries on the ‘green list’ is that you should take ‘normal precautions’. This means that the country is as safe as Ireland. The security rating for all other locations remains unchanged at either ‘avoid non-essential travel’ (‘orange’) or to ‘do not travel’ (‘red’). However, because the international transmission rate of the virus changes constantly, the ‘green list’ is reviewed every 2 weeks. That means that countries and locations can be added or removed at the end of each 14 day cycle.

For example, on 4 August 2020, two weeks after the ‘green list’ was first published, the Government removed 5 countries from the list (Malta, Cyprus, Gibraltar, Monaco, and San Marino) because they had rising incidences of COVID-19. This meant that any Irish people who had travelled to Malta, Cyprus, Gibraltar, Monaco, or San Marino before 4 August 2020, now have to restrict their movements for 14 days upon returning home.

In conclusion, if you travel to a country or territory on the ‘green list’ and the country is removed from the list while you are abroad, you will have to restrict your movements for 14 days to minimise your risk of spreading the virus. This means you must not:

Visit other people.
Meet face-to-face with anyone who is at higher risk from COVID-19.
Use public transport (if possible). If you have no option but to use public transport, you must wear a face covering.
Go to the shop unless absolutely necessary. If you have no option but to go to the shop, you must wear a face covering.

Lastly, everyone travelling into Ireland from any location, a ‘green list’ country or not, must complete a Passenger Locator Form.

You can find out more about the rules regarding international travel during COVID-19 on citizensinformation.ie.

Know Your Rights: Wearing Face Masks

Now that face coverings are mandatory in shops, I am concerned as I can’t wear a face covering?
Face coverings are not suitable for everyone and the law recognises this. For instance, children under 13 do not have to wear one. Even in places where face coverings are now mandatory such as public transport and in most shops, pharmacies, hair salons and other retail environments, you don’t have to wear one if you have a reasonable excuse.

If you have a reasonable excuse to not wear a face covering you should tell a member of staff in the shop or tell the driver or inspector on public transport.  But what exactly is a reasonable excuse?

You have a reasonable excuse not to wear a face covering if you:  

Cannot wear a face covering because of a physical or mental illness or a disability, or because it would cause you severe distress
Need to communicate with someone who has difficulties communicating
Remove your face covering to provide care or assistance to a vulnerable person or to provide emergency assistance to someone
Remove your face covering to take medication
Remove your face covering to avoid harm or injury

You don’t have to wear a face covering in post offices, credit unions or banks, sit-in restaurants or cafés or medical or dental offices.
Certain people do not have to wear one. For example, retail workers and drivers of public transport do not have to wear a face covering when they are separated by a screen from the public. Members of the Garda Síochána do not have to wear a face covering when performing their duties.

You can read more about when you need to wear a face covering on citizensinformation.ie and you can access our video on how to wear a face covering on Twitter.

Know Your Rights: National Car Test (NCT) Booking

When do I need to submit my car for its NCT?
NCT services were suspended during the COVID-19 emergency. If your car was due for its NCT between 28 March and 30 June, your test date was extended for 4 months from the original date of the NCT. This means that if your car was due for an NCT on 1 June, your NCT is now due on 1 October 2020. You can check the date for your NCT on the NCTS website. You can also request a reminder by email or by text message.

If your car was due for its NCT before 28 March, you can now book for a test. Some NCT centres reopened from 8 June 2020. You can see what NCTS centres are open on the NCTS website. If you couldn’t complete the NCT earlier this year (because of issues with car lifts) , you should continue to carry the Vehicle Inspection Report that says that your test was incomplete.

Know Your Rights: Shopping Online Refunds

I bought something online. Can I change my mind and get a refund even though it’s not faulty?
You are not automatically entitled to a refund when returning an item you bought in a shop because you have simply changed your mind. If there is nothing wrong with the item (for example, there isn’t a fault) then you have no legal right to return the goods.

The situation is different for purchases made online. When you buy online you are entering into a contract called a distance contract. With this type of contract, you do not enter the contract in person and you cannot check the products before you buy. Because of this, you have additional protections under EU law.

Your cancellation rights
Under the Consumer Rights Directive, you have 14 calendar days to change your mind without having to give a reason. This right to cancel is also known as the ‘cooling-off period’.
For products bought online, your right to cancel the order starts the moment you receive the product. You have 14 days to tell the seller you want to cancel and then a further 14 days to return the item. You may have to pay for the cost of returning the item.

Right to a refund with 14 days of cancellation
You must be refunded within 14 days of cancellation, including standard delivery costs. A seller may not process the refund until they have proof that goods have been sent back.

Does my right to cancel apply to all online purchases?
The cooling-off period does not apply to certain purchases. Examples are personalised products or leisure services such as hotel bookings, car rental or concert tickets.

The Consumer Rights Directive does not apply:

If you buy something online from a trader who is based outside the EU, for example you buy an item from a Chinese website
To consumer-to-consumer deals, that is where you buy from a private individual

Brexit and buying online from a UK business
The UK left the European Union on 31 January 2020 and is now in a transition period while the UK and EU negotiate additional arrangements. If you are buying online from a UK trader, your consumer rights remain the same during the transition period (until 31 December 2020).

Know Your Rights: Learner Permit Renewal

My learner permit is due to expire soon, what do I need to do?
You must hold a valid learner permit to learn to drive on public roads in Ireland. You must always have the learner permit with you when you are driving and adhere to certain driving restrictions.

Your first or second learner permit usually lasts for two years while a third and subsequent permit lasts for one year. You need to hold your first learner permit for at least 6 months before you take a driving test.  If you are applying for a third or subsequent permit you must show evidence that you have taken a driving test in the previous 2 years or have an appointment for a forthcoming driving test.

How do I renew my permit?
In most cases, you can renew your learner permit online if you have a Public Services Card (PSC) and a verified MyGovID account. This option is not available if:

You hold a bus or truck category on your licence
You are over 70
You are applying for your third or subsequent learner permit
You have a medical condition that requires a medical report (see the driving licence form  for a list of applicable medical conditions)

If you cannot renew your licence online, you will have to apply to a National Driver Licence Service (NDLS) office in person. 

You must bring your completed application form and the following documentation with you when renewing your driving licence:

Your current or most recently issued driving licence
The application fee of €35
Documentation to prove your identity
A Driving Licence Medical Report Form, if required
A Driving Licence Eyesight Report Form, if required

Covid-19 and renewing your learner permit
During the Covid-19 public health emergency, if your learner permit is due to expire between 1 March 2020 and 31 October 2020 it will automatically be renewed for 4 months. This means that if your learner permit was due to expire 1 July, your permit will expire on 1 November 2020.

You will not receive a new licence or permit during this time, but your driver record will be updated to show that your licence or learner permit is still valid. NDLS offices reopened on a phased basis from 8 June 2020. You can find details of which NDLS offices are open on the Road Safety Authority website. NDLS offices will not operate a drop-in service. You can book an appointment to attend an office in person.

You can find out more about learner permits by visiting citizensinformation.ie. You can get the application form on the National Driver Licence Service website.

Know Your Rights: Summer Education Programme For Children With Special Needs

My child is in primary school and has special education needs. What supports are available during the summer holidays?
There is a summer education programme for children with special educational needs called Summer Provision. It is similar to the July Education Programme, sometimes called the July Provision that operated in previous years. There are 3 types of support available – in school, at home and a HSE-led programme for children with complex needs.

Your access to these programmes depends on what is available in your area and on your child’s individual needs. You can only access one of the programmes. The school-based programme helps your child to re-engage with learning, build friendships with other children, take part in social activities and build their relationship with school. The programme runs for 2 weeks and up to 4 weeks between July and August. School transport may also be available.

A home-based programme is offered only if there is no school-based programme available for your child because or it cannot accommodate your child. The programme funds a tutor for 10 hours per week for 4 weeks between June and 21 August. The tutor must be a registered teacher or special needs assistant and will be employed by you. You can get detailed guidance on the home-based programme on the Department of Education website.

Your child can qualify for the school-based or home-based programme, if he or she:
◾Has a diagnosis of autism or has severe and profound learning difficulties
◾Goes to a special school or a special class in primary school
◾Is moving into a special class in primary school from an early years setting
◾Is in a primary school mainstream class and has one of the following disabilities: Down syndrome, is deaf (or is more severely hard of hearing), is blind or has a more severe visual impairment, has a moderate general learning disability or severe emotional behavioural difficulty

The HSE-led programme is for children with complex needs. Children’s disability service managers will engage with families to identify those in most need of these supports. The programme provides short respite breaks for families and therapeutic interventions. You can read FAQs for parents about the programme on the Department of Education’s website.

Know Your Rights: Package Holiday Cancellations

I booked a package holiday in July. Can I get a refund or money back if I cancel?
Yes. There is specific advice about package holiday cancellations for holidays due to start before or after 20 July 2020.

Package holidays are treated differently to bookings for accommodation or flights on their own. A package holiday is a pre-arranged or customised holiday. It must last more than 24 hours or include an overnight stay. It is sold as a whole deal and can be made up of at least 2 elements, such as transport, accommodation, car rental or tourist services like tours and excursions.

If your package holiday is due to start:
Before 20 July – you are entitled to a full refund. You do not have to pay a cancellation fee.  The travel organiser can offer you a State-guaranteed refund credit note if they cannot offer you a cash refund. 
After 20 July – you are still entitled to cancel and can get a refund or a State-guaranteed refund credit note, but you may have to pay a cancellation fee.
After 20 July and if the travel organiser has already cancelled the holiday – you are entitled to a full refund or a State-guaranteed refund credit note. You don’t have to pay a cancellation fee.

Your tour operator or travel agent can offer you a State-guaranteed refund credit note for your package holiday if they cannot give you a cash refund. The State guarantee means that if your travel agent or tour operator goes out of business and cannot pay you back, your refund is protected.

The refund credit note has a future date. You can exchange the note for a cash refund or book a replacement holiday by that date. However, you do not have to accept a refund credit note.  You can get a full refund or you can get a part refund and part cash.

You also have the right to cancel your package holiday before the start of your holiday for free if there are  ‘unavoidable and extraordinary circumstances’ such as disease or serious conditions at your destination.

If you are planning to travel abroad, you should follow the travel advice of the Department of Foreign Affairs and Trade (DFA). You can use the DFA’s Travelwise app or you can phone DFA’s dedicated phone line on 016131733.

Know Your Rights: Returning To Work Safely

My employer has asked me to return to work. What do I need to do before I go back to the office?
You need to know how your employer will operate before and after they reopen and what you should do to keep yourself and your fellow workers safe.  The Government has set out detailed information in the protocol for returning to work safely. Following these measures will help reduce the spread of Covid-19 in your workplace.

Your employer must put systems in place before reopening. They must send you a pre-return to work form at least 3 days before your planned return. This will ask if you have Covid-19 or any symptoms, if you have been asked to self-isolate or if you are a close contact of anyone who has or is suspected of having the virus.

Your employer should update business and safety plans including how to deal with a suspected case of Covid-19. They must appoint a designated manager who will take care of suspected cases of Covid-19. Your employer must communicate with and consult with workers on any changes needed in the workplace, including appointing a lead worker representative. They must give you Covid-19 induction training.

When you are back at work, your employer must:
Provide temperature testing in line with public health advice and hygiene facilities including tissues, disposal bins or bags and hand sanitiser.
Arrange for physical distancing across all work activities of at least 2 metres where possible. This may mean staggering breaks, meetings and canteen facilities.
Implement a no handshaking policy, adapt any sign in and sign out systems and ensure safe practices.
Keep a log of any group meetings.
Regularly clean your workplace.
Provide Personal Protective Equipment (PPE) and protective clothing where necessary.
Designate an isolation area where an employee suspected of having Covid-19 can go. The designated manager will arrange for the person to be taken there by a safe route. The manager must also arrange for the employee to get home or get medical help and avoid public transport.
You must:
Travel to work alone. If travelling by car you should travel alone or share with only one person while maintaining physical distancing.
Follow any social distancing measures your employer puts in place.
Wash your hands properly and follow advice on sneezing and coughing.
If you are unwell, get medical advice and you should not go to work.
Tell your employer if you think it is unsafe for you to be at work and why or if you are concerned you could be putting a member of your household at risk.

If you feel your workplace is not following social distancing or other measures, you can raise your concerns with the Health Service Authority (HSA). The Health Service Authority has the power to inspect and shut down workplaces that don’t follow safety guidance. You can contact the HSA by emailing [email protected] or phoning 1890289389. Your employer can get Return To Work Covid-19 templates and checklists.

Know Your Rights: Back To School Clothing and Footwear Allowance

I am getting the COVID-19 Pandemic Unemployment Payment. I have one child starting school in September. Can I qualify for the Back to School Clothing and Footwear Allowance?
Yes, you can. To qualify for this payment which helps with back to school costs, you must be getting a social welfare payment or taking part in a training, employment or adult education scheme. Your children must be aged between 4 and 22 on or before 30 September 2020. If they are aged between 18 and 22 they must be in full-time second-level education in a recognised school or college. In general, you must be getting an Increase for a Qualified Child with your payment.

However, if you are getting the COVID-19 Pandemic Unemployment Payment, the Working Family Payment or the Back to Work Family Dividend, you can qualify. Your application will be means-tested and your total family income must be below a certain level for your family size.

The Allowance is €150 for children aged between 4 and 11 and €275 for children aged between 12 and 22. It is paid automatically to many families. This means that they do not have to apply for the payment. If you qualify automatically, you will get your payment the week beginning 13 July 2020.

You will need to apply online for the BTSCFA, if you do not get a letter confirming your payment by 6 July 2020. If any of your children are aged 18 or over, you must apply for the BTSCFA for them and show evidence that they are in second-level education (even if automatic payments have issued for other children in your family).

From 6 July 2020, you can apply for BTSCFA online through MyWelfare.ie. You must have a Public Services Card and a verified MyGovID account to apply online. Read more about the Back to School Clothing and Footwear Allowance and you can read detailed guidelines on gov.ie.

Know Your Rights: Maternity Leave During Covid-19

I’ve been on maternity leave from work. What are the rules about the Temporary Wage Subsidy Scheme for people returning from maternity leave?
The Temporary Wage Subsidy Scheme (TWSS) provides financial support to workers affected by the COVID-19 shutdown.  The scheme makes it easier for businesses to re-open with staff when COVID-19 restrictions are lifted.

To access the scheme, businesses had to be substantially affected by COVID-19. They also needed to provide employee payroll details from January and February 2020. This meant that if you were on maternity leave or adoptive leave you were not eligible for the scheme.  People on paternity leave, illness benefit or unpaid leave were also affected by this anomaly in the TWSS.

This will now change. From 12 June 2020, Revenue will allow payroll changes to be made to the scheme for these workers and payments can be backdated to 26 March in some cases.

How to get onto TWSS after maternity leave:
When you return to work from maternity or adoptive leave, your employer must complete details about you as a returning employee through MyEnquiries on revenue.ie. The form includes details of your weekly gross salary. 
Revenue will consider each case. They will cross-reference the information from your employer with maternity benefit data previously sent to the DEASP and your last full weekly gross pay on record before your maternity or adoptive leave.
Revenue will then calculate an Average Revenue Net Weekly Pay (ARNWP) to work out your TWSS payment.  The payroll files will then be updated to include the calculated ARNWP. Your employer can still top up your pay in line with the current TWSS rules and threshold amounts.

If your employer took you off the payroll, they can re-hire you. They need to request a new Revenue Payroll notification before you can benefit from TWSS. If you stay on your employer’s payroll, your TWSS payment can be backdated to 26 March.

If you were getting the COVID-19 Pandemic Unemployment Payment, you cannot get the backdated TWSS payment because you cannot get two payments. However you can switch to the TWSS from 12 June. You can read more about COVID-19 and Maternity Benefit on gov.ie.

Know Your Rights: What Are The Rules About Face Coverings?

Wearing a face covering – not a face mask – is recommended for situations where social distancing is difficult – for example, in public indoor areas or on busy public transport.

A face covering is not a medical mask, which should be reserved for healthcare professionals. It is material (usually cotton or linen) that you wear across your nose and mouth using elastic or string. You can buy a face covering or make a face covering.

It is not compulsory to wear a face covering in Ireland and they are not suitable for some people, including for children under 13.

How do I use a face covering?

You should always wash your hands before putting on your face covering. Avoid touching it while you are wearing it (and if you accidently touch the front, wash your hands straight away).
Make sure that the material fully covers your nose and mouth. You should check that it is tied securely and fits snugly against the side of your face.

Keep your spare face coverings in a clean, waterproof bag (such as a ziplock bag). You should carry a similar bag for used face coverings. Label these bags clearly so that you do not mix them up.

If you are a smoker, do not lift up your face covering to smoke. Instead, remove it completely and place it in your ‘used’ ziplock bag.

When you are removing your face covering, do so using the strings at the back. Do not touch the front.
If your face covering is disposable, throw it in a bin immediately after use. If it is re-usable, you should wash it in hot water (60 degrees or hotter) with detergent.

Know Your Rights: How Exactly Will Grades Be Calculated For Leaving Certificate 2020?

In 2020, you can opt to have your grades based on a new calculated grades system. A calculated grade is based on an estimated mark that you would get in a subject in the Leaving Certificate examination in normal circumstances.

You will be awarded a State Certificate of Calculated Grades for each subject in the Leaving Certificate. This has the same status as the Leaving Certificates in previous years. You can still opt to sit the conventional written Leaving Certificate exam at a later date when it’s possible.
There are 4 key steps to working out a calculated grade:

Step 1: Your teacher will estimate the mark you would likely have got in the Leaving Certificate subject under normal conditions. They will use a range of records and evidence such as your classwork, homework, class assessments, Christmas and summer exams, mock exams and coursework.
Your teacher will also estimate your expected mark in the oral and practical performance tests. Previously, the Department of Education had awarded all students full marks for this option but this no longer applies.
You will be given a single overall estimated percentage mark in the subject. Your teacher will then estimate where you rank in relation to other students in your class.

Step 2: All the subject teachers in your school will then review the marks and rank all the school’s students for that subject. Your teacher will finalise your estimated percentage marks and ranking. The deputy principal will review the ranking with your teacher if they are the only teacher of the subject.

Step 3: Your school principal will review the marks and rankings and check that the process has been fair before sending the final estimated marks and class rankings to the Department.

Step 4: The Department will apply a standardisation process. This takes the estimated marks from each school and adjusts them to bring them into the rankings for the expected grades for that school based on the historical information held by the State Examinations Commission.

Your estimated marks for your subject will then be converted into your final calculated grade.
You can appeal your results. This will check that the correct information has been used and the process has been fair. It cannot review the percentage mark from your teacher. You will still have the option to sit the written exam. If you get a higher grade in the exam than your calculated grade, your results for the subject will be amended.

You cannot discuss the estimated marks with your teacher or any school staff. Read more in our document about calculated grades and the Department of Education’s FAQs.

Know Your Rights: Returning To Work

I’m wondering when I can return to work? Where can I get information about the rules that will apply?

The Government has set out a Roadmap for Reopening Society and Business to ease COVID-19 restrictions in a phased manner from 18 May 2020.

The plan sets out five stages for unlocking restrictions, at 3-week intervals. These dates may change depending on public health advice.

During phase 1 (18 May 2020) you may return to your workplace if you work mainly outdoors. This may include construction workers, gardener and some retail jobs where the shop floor is outdoors (for example, garden centres).

During phase 2 (8 June 2020) you may be able to return to your workplace if you work more at least 2 metres from other workers, or mainly work alone and you cannot work remotely.

In phase 3 (29 June 2020) some businesses may reopen where remote work is not possible, provided they can maintain social distancing including:
– Restaurants and cafes
– Non-essential shops
– Organisations with low levels of interaction between employees

From phase 4 (20 July 2020) workplaces where remote working is not possible may be able to reopen where social distancing can be maintained. This could involve introducing shift work or staggered opening hours to keep staff apart. These restrictions will be gradually lifted so that workplaces where contact is unavoidable (for example hairdressers) may be able to reopen.

From phase 5 (10 August 2020) all sectors may gradually return to work. This may be staggered and restrictions will be lifted bit by bit.

Know Your Rights: Teaching & Learning At Home

I am trying to teach my 6-year-old at home during the COVID-19 public health emergency. What resources are available to support parents?

First of all, make sure you keep in touch with your child’s school and teacher. Your role is to support your child’s schoolwork, your school should give you help and guidance and your child’s class teacher should keep in contact with the children in the class and assign them work to do. Your child’s teacher should also give feedback on schoolwork to ensure that students stay motivated and focused while working at home.

The Department of Education and Skills has useful tips for parents:  

– Remember to take breaks. Break up the schoolwork with physical and social activities.
– Don’t insist on sticking to a full schoolwork timetable. You need to be flexible and sensible.  What’s important is that your child makes a good effort each day to complete some schoolwork.
– Mix it up. Learning isn’t just about sitting with a pen and paper at a desk. Your child can learn from baking, gardening or other family activities.
– Keep regular mealtimes. Take up physical activity and go outdoors if you can.
You may find these learning resources helpful:
– RTE Home School Hub broadcasts on RTE 2 from 11am to 12 noon for primary school children from first to sixth class. You can watch it back anytime on the RTE Player and you can also download activity sheets.
– The National Council for Special Education (NCSE) has resources for parents  including tips for primary age children, resources for autism, speech and language therapy and occupational therapy. It also has ideas for play, literacy, attention and listening for primary school classes.
– You can get advice and resources on how to stay well when schools are closed from the National Educational Psychological Service (NEPS)
– Scoilnet has free resources for primary and post primary students. 
– The Department of Children and Youth Affairs has learning resources including for the Irish language and helping your child learn.
Don’t forget to look after yourself:
– You can find information about Parenting during Covid-19 on gov.ie.
– Parentline helpline is open Monday to Thursday 10am-9pm and Fridays 10am-4pm on 1890927277. See parentline.ie.
– Barnardos National Parent Supportline is open Monday to Friday 10am – 2pm on 1800910123.  You can talk directly to qualified staff who can offer practical support and guidance in your role as parents during the Covid-19 emergency. See barnardos.ie.

During the Covid-19 pandemic, Citizens Information Centres are offering a phone and email service. You can access information and advice from:
– Bray CIC on 0761076780 Monday to Friday, 9am-5pm.
– Email Bray CIC at [email protected] – anytime.

Know Your Rights: Covid-19 And Funerals

If someone close to you has just died, or you know someone who has recently been bereaved, you may have concerns about planning the funeral during the COVID-19 pandemic. We have put together some information about wakes and funerals.

After a bereavement, you should contact your preferred funeral director as soon as you can. During the Covid-19 pandemic, funeral services will remain open as they are an essential service. Funeral directors and undertakers deal with the burial or cremation arrangements. Your funeral director will have the most up-to-date information and know the details of procedures during the pandemic.
Wakes, in homes or in funeral homes, are not advised during the pandemic.

Close family members can still attend funeral services burials and cremation provided the social distancing rules are respected. This relates to all funerals, including those of people who have died of Covid-19. There should not be more than 10 people in a church or at the graveside. This number may need to be smaller in small closed spaces and local churches may have other restrictions.

The Health Protection Surveillance Centre advises close contacts and relatives of the deceased to use their own transport to attend the funeral, where possible.

The Irish Hospice Foundation have suggestions about how to support family members through grief and remembering people we have lost during the pandemic. Following the funeral, you can arrange a memorial service for a later date when restrictions have been lifted. Visit hospicefoundation.ie or call 016793188.

Information For Those Affected By Bereavement is a publication for people who have been recently bereaved. It provides information and advice on practical and material matters that arise following a death. It includes information on what to do immediately after a death, possible social welfare entitlements, tax, financial and legal issues that may arise and where to go for further information and support.

Know Your Rights: Supports During Cocooning

Following Government advice, many older people need to minimize their risk of infection by staying at home during the Covid-19 (coronavirus) pandemic. This is called cocooning and is advised for everyone over 70 and other medically vulnerable people.

Cocooning essentially involves staying at home in all circumstances for 2 weeks initially (this time frame is being kept under review). Even within your home, you need to minimise all non-essential contact with other members of your household. If you have been advised to cocoon, you should not go to the shops, leave your home or garden, or go to any gatherings, even if you feel fit and well. You should also avoid all non-essential face-to-face interaction. Instead, you should stay connected to friends and family through the phone or internet.

While some older people can rely on family, friends and neighbours during this difficult period, many will need additional supports.

If you are worried about getting food and medicines while cocooning, the Government has advised older people to arrange support from family, friends and neighbours, and to use online services where possible. Local authorities have established community support helplines that you can call if you need assistance while you are cocooning or self-isolating. Telephone Wicklow County Council’s Community Response helpline on 1800868399.

Visits from people who give older citizens essential support – such as washing, dressing, and feeding – should continue while adhering to physical distancing guidelines as far as possible. However, if you have a scheduled hospital or other medical appointment during a cocooning period, talk to your GP or specialist to make sure you continue to receive the care you need.

ALONE is providing a telephone support line, seven days a week from 8am–8pm, for all older people and their families. You can ring 0818222024 for advice, reassurance or additional support. This support line is also open to medically vulnerable people.

You can read more about cocooning during Covid-19 here.

During the Covid-19 pandemic, Citizens Information Centres are offering a phone and email service. You can access information and advice from Bray CIC on 0761076780 Monday to Friday, 9am-5pm. You can also email [email protected]. Alternatively you can contact The Citizens Information Phone Service on 0761074000, Monday to Friday, 9am-5pm. Our email is [email protected]. Include your telephone number and an information officer will call you back within two working days.

You can explore other Know Your Rights facts and figures here. Should you have a bereavement in the family, we’re happy to pay tribute.