Gary Gannon
Question:881. Deputy Gary Gannon asked the Minister for Social Protection if she will enact a review for social welfare inspections; and if she will make a statement on the matter. [32874/20]
View answerTuesday, 3 November 2020
Questions (881)
Written answers
Social Welfare Inspectors operate under a code of practice which sets out the manner in which they are required to deal with customers. They are required to carry out a range of inspections and reviews including desk-based assessments of customer claims, face-to-face interviews with customers, home visits, and audits of employers’ PRSI records.
My Department also has a Customer Charter in place which sets out what a customer should expect when they contact, or are contacted by, the Department. Customer complaints in relation to Social Welfare Inspectors or any other staff, are dealt with by local management and disciplinary action if deemed to be warranted may be activated by the central Human Resources Division.
I should emphasise that where a customer is unhappy about any aspect of their dealings with the Department, they can make a formal complaint at any time through the Department's website Gov.ie using the Customer feedback form .
Alternatively, any customer can make contact by phone, letter, or email a member of staff who will record the complaint on their behalf. All complaints are dealt with promptly, fairly, impartially, and in confidence. The outcome of the investigation of any complaint will be reflected in the final response.
If the response is not satisfactory, a review of the complaint can be requested, with an explanation as to why the customer is unhappy with the original response.
If this further review does not resolve the issue, the complainant is advised that they can contact the Office of the Ombudsman to seek to have the matter examined by that office.
My Department has no plans to enact a review for social welfare inspections given the existing Code of Conduct and Customer Charter already in place to deal with any issues which may arise.
I hope this clarifies the matter for the Deputy.