Dáil Éireann Debate, Monday - 11 September 2017
1934. Deputy Róisín Shortall asked the Minister for Employment Affairs and Social Protection if she will direct her Department to ensure that all inquiry telephone numbers are freefone or lo-call for those calling her Department from mobile telephones in view of the fact that large numbers of persons on low incomes do not have a land-line service; and if she will make a statement on the matter. [38998/17]
View answer1935. Deputy Róisín Shortall asked the Minister for Employment Affairs and Social Protection if she will direct her Department to ensure that all inquiry telephone numbers are freefone or lo-call; and if she will make a statement on the matter. [38999/17]
View answerI propose to take Questions Nos. 1934 and 1935 together.
Telephone is the preferred method of communication for many of the Departments customers. The Department is commencing a review of the use of Lo-call numbers from a customer service perspective.
Lo-call numbers have been in operation for the Department’s scheme areas for a number of years. These have been coupled with Interactive Voice Response technology to facilitate customers making quick contact with the appropriate section of the Department at a low cost to the caller.
Customers calling the Departments LoCall numbers from a landline will only pay a local call charge. However, where calls are from a mobile they can, on occasion, be more expensive. Where lo-call numbers are displayed on our website, the Department lists the landline options first. Accordingly, the Departments’ website alerts the public to the fact the rates charged for the use of 1890 numbers may vary among different service providers.
Staff of the Department will always facilitate a call back to the customer if they have a particular concern about the call charges.
I trust this clarifies the matter for the Deputy.
