My Department introduced the Income Support Helpline in mid-March as part of its response to the COVID-19 pandemic and in order to meet the large scale public need for information and advice relating to available income supports. Since then, the Helpline has answered thousands of public enquiries and supported our customers by providing information and advice - usually relating to the COVID-19 Pandemic Unemployment Payment or the Enhanced Illness Benefit for COVID-19.
The Income Support Helpline can be contacted using a 1890 number- 1890 800 024. Since December 2019, COMREG introduced changes which mean that 1890 numbers and other non geographic numbers are included as "landline" calls within call bundles, and cost the same as calling an 01 or an 021 number for example. This is not a freephone service and is similar to most of the phoneline services provided by the Department.
While initial demands on the helpline back in March and April were very high, and call volumes can peak at key times, the helpline operates efficiently and wait times to be answered are usually relatively short -at a number of minutes. This is closely managed and monitored by the Department on a daily basis to ensure a quality service for our customers. Should a caller have concerns about call charges, my Department’s staff can facilitate a call back service to them- they simply need to request this.
Customers can also request information via email at info@welfare.ie or access a wide range of information on the Departments dedicated COVID-19 information hub online at www.gov.ide/deaspcovid19
I trust this answers the matter for the Deputy.
