Vol. 419 No. 2
35 Mr. J. Higgins asked the Minister for Social Welfare if he will ensure that all documents from his Department are dated, clearly signed and contain clear information, particularly where details of people's entitlements are involved; and if he will make a statement on the matter.
It is my Department's policy that staff issuing letters to the public should sign them in a legible manner and that their names and designation should be typed or printed below their signatures. There is a standing instruction to this effect and, periodically, reminders are issued. The latest reminder was issued in June 1991. It is also standard practice to date all correspondence.
In certain areas of my Department, notices to clients are issued automatically by computer systems. These documents do not bear a signature, but they do show clearly the name and telephone number of the section dealing with the claim. Staff in these sections, and in all sections of my Department, are instructed to identify themselves when dealing with queries from clients.
Staff are also instructed to explain clearly and simply to clients their position regarding entitlement. Internal training courses in letter-writing are run for staff whose work involves correspondence with the public.
