asked the Minister for Posts and Telegraphs the average length of time which a caller must wait before being answered by an operator in the Dublin area.
Ceisteanna—Questions. Oral Answers. - Telephone Services.
111.
The average time taken to answer a caller at Dublin exchange is normally less than 20 seconds.
May I point out that this is not what we normally experience. Very often, the delays are much longer than that.
I have checked this very carefully and my own impression is that if one is left waiting for 20 seconds which, in fact, is a little higher than the average waiting time, a sense of frustration is experienced which may make the time appear much longer than it actually is.
Is the Minister aware, subject to correction, that the previous answer to this question established that the average delay was 15 seconds? Even on that basis, the average would seem to be lengthening. That was according to an answer given in the previous Dáil. Perhaps the Minister will look into this matter.
The Deputy was making the case that the average is lengthening but I specifically drew attention in my reply to the fact that I was not even establishing that the average waiting time is 20 seconds and that it is normally less than that. However, this is one of the problems that are engaging my attention, as I am satisfied that it is unsatisfactory that we should have a delay of this length. I am taking all steps that I can to get as near as possible to instantaneous reply.
While the Minister is on this subject, he might look into the position in Cork where the waiting time is often ten minutes.
I shall keep that in mind.
112.
asked the Minister for Posts and Telegraphs why a subscriber (details supplied) was unable to receive any reply to his repeated dialling of the 999 emergency service on Sunday, 7th September last.
The records show that a "999" was received from the telephone in question at 3.42 p.m. on 7th September and that it was connected to the emergency service requested. There is no record of any complaint having been received about difficulty in making this call.
The difficulty which arose on the occasion in question arose on the day of the all-Ireland final. The Minister will agree that there is a tremendous interest in this event and it might be normal to assume that the delay in question was caused because this event was taking place. If this was so, steps should be taken to ensure that even on all-Ireland final days the service should be manned.
Perhaps the Deputy is advocating that we have telephonists laid on on those days who are specifically foreign games enthusiasts. The annoying feature about this matter is that the subscriber who made the call did not mention the delay which the Deputy alleges took place when he got through. My information is that there is nothing on the record to indicate that any such complaint was made at the time. It is unusual to get a complaint of this nature with regard to 999 calls. In relation to what the Deputy said about that particular evening which happened to be the evening of the all-Ireland final, I would have thought that there would be an absence of emergency calls at that time because of the national interest in the game.
If I furnish the Minister with further details will he look into the matter?
Certainly.