The Consumer Protection Code course is targeted at all staff in firms operating in Ireland, regulated by the Central Bank of Ireland (CBI).

Module 1: Introduction to the Code

• Distinguishes between customers and consumers under the Code.
• Highlights the implications of breaching the Code.
• Indicates the implications of breaching the code.
• Identifies the spirit of the Code in guiding fair customer treatment.

Module 2: Consumers in Vulnerable Circumstances

• Recognises the importance of supporting consumers in vulnerable circumstances.
• Identifies the drivers and indicators of vulnerability.
• Indicates the obligations in relation to supporting consumers in vulnerable circumstances.
• Recognises the internal procedures for engaging with a Trusted Contact Person (TCP), recording information, and reporting concerns.

Module 3: Conflicts, Sales & Marketing

• Recognises conflicts of interest and act accordingly.
• Identifies marketing communication standards that comply with the Code.
• Indicates the requirements for automatic policy renewals for different insurance types.
• Identifies the sales procedures, policy issuance and documentation requirements that comply with the Code.
• Indicates the rules on bundling of products, consumer rebates and communication.

Module 4: Post-Sales Requirements

• Recognises the requirements for dealing with individuals acting under a POA / EPA describe the requirements for the processing of claims.
• Indicates the requirements concerning charges, statements and secondary markets.
• Identifies requirements for handling complaints and dealing with errors.
• Recognises record-keeping requirements, including retention periods.

CityLearning’s Consumer Protection Code course is built around a set of learning objectives to ensure that your employees follow the Code and treat consumers fairly in your workplace.

The Consumer Protection Code course consists of four modules, covering safeguarding consumer interests, particularly consumers in vulnerable circumstances, and maintaining fair, professional, and efficient business practices.

This course offers a practical way of ensuring that your staff are trained and tested in the main provisions of the Code and keep it in mind at every stage of business. All test results are recorded for easy verification of compliance training.

Rigorous Testing: Spot questions are used throughout the course to increase user engagement; they either probe to expand on a learner’s existing knowledge of the subject matter or reinforce key learning points. Each module ends in a short quiz, and the course ends in a 20-question course test with an 80% pass mark. Questions in the course test are randomised from a choice of three so that learners may retake without getting the same questions.

Accessibility: This course contains audio narration throughout.

Glossary of Terms: Unfamiliar terms are linked to this glossary when they are first used in the course. The glossary can be accessed at any time.

Multimedia Design: This course gets the message across with a mix of text, images, animation and video.

Interactive Content: We design our courses to keep learners engaged and thinking. Consumer Protection Code contains:

• navigational interactive elements, such as next/back buttons and icons that reveal more content once clicked.
• learning interactive elements, including scenario-based questions.

Modular Structure: This course is broken down into short modules that take less 15 – 20 minutes to complete, so learners can easily finish this course at their own pace.

CityLearning enjoys a longstanding reputation for the highest quality course content. We are committed to continuous improvement and have a well-established Quality Assurance System in place to measure and enhance our performance.

All project personnel are highly experienced in developing generic, customised and bespoke eLearning solutions for our clients.

Our courses are regularly reviewed by Subject Matter Experts and thought leaders in the industry. The content is also reviewed by financial services regulatory consultants in the UK and a leading law firm in Ireland.

CityLearning is the only provider of an eLearning compliance training course on the Irish Consumer Protection Code.

CityLearning has been creating eLearning compliance training courses for over 25 years. Our courses have been accredited for Continuing Professional Development (CPD) by various bodies, including the Chartered Insurance Institute (CII) in the UK and the Institute of Bankers (IOB), Life Insurance Association (LIA) and Insurance Institute of Ireland (III) in Ireland.