Dáil Éireann Debate, Wednesday - 6 October 2004
148 Mr. Crowe asked the Minister for Social and Family Affairs if he will make provision for the introduction of clearer and more easily accessible guidelines for the public, outlining not just their entitlements but the way in which to access them; and if he will also make provision for the supply of clearer information in cases in which applications are turned down. [23367/04]
View answerAn essential element of the effective delivery of the social welfare schemes and services for which my Department is responsible is the provision of comprehensive information in a clear and simple manner. The objective of my Department's information policy is to ensure that all citizens are made aware of their entitlements across all social welfare schemes and supports and are kept informed of changes and improvements as they occur.
My Department directs information to citizens on new schemes and services through advertising, using an appropriate mix of national and provincial media and through information leaflets, fact sheets, posters and direct mailshots. All our schemes and services are publicised on our website at www.welfare.ie. Selective use is also made of freephone telephone services to provide information on new schemes and services and at particular times of the year, such as budget time.
In relation to information products, my Department produces a comprehensive range of information booklets covering each social welfare payment. These are widely available from the network of 130 social welfare local offices and branch offices throughout the country as well as from citizens information centres, many local organisations and also from my Departments website www.welfare.ie. All of my Department’s information booklets can be ordered free of charge from our lo-call leaflet line 1890 20 23 25.
One of the initiatives introduced recently is the development of a plain English policy in relation to our information products. The National Adult Literacy Agency, using funding provided by my Department, is reviewing all of our information booklets and application forms so as to meet plain English and literacy friendly guidelines.
My Department is committed, under our customer charter, to informing customers of the reason for the decision on their claim, of their right to appeal the decision and how to make an appeal. Deciding officers who decide entitlement to social welfare payments provide reasons for their decisions to applicants where the decision is an adverse one and they notify them of their rights to a review or to appeal these decisions.
My Department works closely with voluntary and community organisations involved in an information giving role. A number of such organisations receive funding on an annual basis towards the cost of providing welfare rights and information services for their target groups. I refer in particular to the work of Comhairle, the national information agency, which comes under the aegis of my Department. Comhairle has responsibility for supporting the provision of independent information, advice and other supports to all citizens, including those with disabilities. Comhairle supports a network of some 85 citizens information centres whose role is to provide information to members of the public on the full range of social services.
