Dáil Éireann Debate, Tuesday - 15 April 2014
338. Deputy Jonathan O'Brien asked the Minister for Social Protection the number of complaints made regarding treatment of clients by front-line staff in social welfare offices during each of the past four years; and the remedies available to clients. [17552/14]
View answerThe Department is committed to delivering a high quality customer service to all its customers. In 2013, the Department delivered weekly social welfare payments to 1.5 million customers, answered 8.3 million telephone calls, processed 2.1 million applications and carried out 1.1 million control reviews. The Department’s wide range of schemes and services are delivered by a staff of almost 7,000. The Customer Charter and Action Plan 2013-2015 sets out the level of service customers can expect when dealing with the Department and the commitment to provide a professional, efficient, courteous and timely service to all customers. Customers will be informed of their rights and entitlements, provided with full and clear information and their privacy respected.
The Customer Charter is prominently displayed in all public offices and is also available on the Department’s website at www.welfare.ie. All channel options for contacting the Quality Customer Services Team are clearly set out in the Customer Charter and Action Plan.
If a customer is dissatisfied with the standard of service they receive, they should contact the staff member or section involved to have the matter resolved. If this does not resolve the issue to their satisfaction, they can make a formal complaint to the Quality Customer Service Team in person, by telephone, in writing or on line at www.welfare.ie. Their complaint will be dealt with promptly, fairly and impartially. Receipt of the complaint will be acknowledged, and it will be referred to a complaints officer for investigation. A response to the customer normally issues within 15 working days of the date of receipt of the complaint.
If the complaint remains unresolved, the customer has the right of further appeal to the Office of the Ombudsman.
While it is not possible to provide the Deputy with details of complaints received against front line staff specifically, the table provides a breakdown of the formal complaints received for the past four years.
|
Nature of complaints |
2010 |
2011 |
2012 |
2013 |
Total |
|
Officer Named Complaints |
27 |
103 |
102 |
171 |
403 |
|
“Fairness & Courtesy” Complaints |
119 |
97 |
110 |
87 |
413 |
