asked the Minister for Communications if, in view of the recent statements made by the Ombudsman, in which he stated that he was experiencing extreme difficulty in coping with the level of complaints from the public, due to cutbacks in his office, he will consider re-establishing the Postal Services Users Council and the Telecommunications Services Users Council, in order that members of the public will have an adequate forum for dealing with complaints; and if he will make a statement on the matter.
Ceisteanna — Questions. Oral Answers. - Ombudsman's Report.
4.
The Government decided to abolish the two councils with effect from 4 July 1987. I have no proposals to seek a reversal of that decision. The remit of the Ombudsman was extended so that an adequate forum would exist for dealing with complaints from the public. The allocation of resources to the Office of the Ombudsman is kept under continuous review by the Minister for Finance.
The Ombudsman's report states that unless his staff is restored to the level that existed at the start of 1987 he will not be able to fulfil his functions. Will the Minister not take into consideration the fact that the functions which are delegated to the Ombudsman cannot be fulfilled and, consequently, the re-establishing of the postal service users' council and the telecommunications service users' council should at least be considered by him?
I have no proposal to re-establish these councils. The Government decision was taken as part of our ongoing review of public expenditure and to avoid duplication of the service in the public sector through the investigation of complaints by both the users' councils and the Ombudsman.
Is it the Minister's intention or Government policy to cut the people off from such service? In other words, is it being done in this subtle way rather than saying that they are not going to be provided with the service in the future?
On the contrary, the Ombudsman's report shows that only about 0.3 per cent of Telecom Éireann subscribers in receipt of bills in the past 12 months complained. We do not see the necessity for the councils to be reestablished. That is the situation.
In relation to the last point the Minister made about complaints in regard to telephone billing, I understand that the Ombudsman, in his report, indicated that the numbers of complaints he has in relation to Telecom Éireann as a whole exceeds the total number of complaints he has had for the whole of the Civil Service. With regard to billing I should like to know when the call-logging system will be operational. I assume that such a system will remove the necessity for the Ombudsman getting involved in such complaints because telephone users will be able to obtain a printout of the duration and location of calls, matters which are the subject of so many queries about billing.
As part of the programme of computerisation within Telecom Éireann fault complaints were computerised. They are now at the stage where faults are rectified within 48 hours of being reported. The position with regard to cabling and digital generally is so good that faults occur about once every two years compared to one each year on each line, as predicted at the time of the establishment of Telecom Éireann. With regard to billing Telecom Éireann, as part of their computerisation programme, are investing £20 million in equipment which will allow each subscriber to have on request details of each call made from their number. That system is being installed and I hope it will be in place at an early date. I cannot give a date.
In view of the categoric nature of the Minister's views on this matter, I should like to ask him if he considers that it was a mistake in the first place to have established those users' councils.
That was a matter for the Government of which the Deputy was a member. They introduced the relevant legislation. There was duplication when the Ombudsman was given the role as well as the users' council and the Telecommunications Service Users' Council. As part of our policy of reviewing expenditure, and to remove duplication, we did not see any great need for them.
The Minister is saying that he believes we should not have had those councils at all, even if the resources were available?
The Ombudsman deals with such complaints and the role of the users' councils was being duplicated.
It is not the case that the Ombudsman is specifically not dealing with this matter, according to himself?
The Ombudsman has the remit to do it.
Is it not the case that he cannot do it?
I am calling Question No. 5.
The Minister is in a hurry to pass to the next question.
It was called by the Chair.