asked the Minister for Social Welfare if he is aware that as and from 30 March 1981 his Department have refused to accept telephone calls from Deputies, Senators and the general public regarding disability and other benefits and if, in view of that, the Minister will make a statement on the matter?
Private Notice Question. - Department's Telephone Service.
As from yesterday, staff in the Benefits Section of my Department who are represented by the Civil and Public Services Staff Association have refused to answer telephone inquiries regarding disability and associated benefit claims. I wish to make clear that this relates specifically to that Benefit Section and does not include a whole range of other benefits like treatment benefits, invalidity pensions, death grants, unemployment assistance, social assistance allowance, widows' pensions, orphans' pensions, retirement pensions and the like.
Some consolation?
This specifically relates to this section. I understand from the executive of the association that the staff, who have been under considerable pressure in recent months, have decided that the answering of telephone inquiries must be discontinued for a short period to enable them to concentrate on bringing benefit payments up to date. The Deputies will appreciate that the implementation of the budget increases in the various payments administered by my Department creates very severe pressure at this time of year.
Like every other year.
Over 400,000 pension and allowance books have been issued in time for the commencement of the new rates of payment. I was asked to make a statement. If the Deputy could just bear with me, I shall make it.
The Minister could pay the benefits.
Please, Deputy. The Minister, without interruption.
The 400,000 pension and allowance books have been issued in time — that is, before tomorrow. The staff are to be congratulated on the work which they did between budget time and now, in having all these various pension books out in the post offices in time for 1 April. In addition, about 440,000 children's allowances books must be issued to claimants in time for the beginning of June and this work is also under way in the Department. Talks are continuing with the staff association concerned, with a view to having the normal telephone service resumed at the earliest possible date. In the meantime, Deputies who wish to inquire about payments in individual cases may telephone my office. As the facilities there are limited, I would appreciate if this arrangement is availed of only in urgent cases.
As regards the payment of benefits, there has been a progressive improvement in the position in recent weeks. In addition, claimants are now co-operating to a much greater extent with the requirement that they quote their RSI and old insurance numbers on all claim forms, medical certificates, and letters to my Department. As a result, payments are now issuing in nearly all cases within a day or two of the receipt in my Department of medical evidence of incapacity. Many claimants are receiving payment in advance of medical evidence. It is hoped, therefore, to have payment of benefits back to normal within the next few weeks. The public offices of my Department are continuing to deal with inquiries from personal callers and are transmitting details of the cases to the relevant benefit sections to be dealt with.
The Minister is, no doubt, aware that when Deputies — as has happened from my personal experience — telephone the Department of Social Welfare requesting that they be put through to the Unemployment Benefit Section they are told that their call to that extension will not be accepted, and the same thing happens as regards maternity and disability benefits. I ask the Minister to accept that no-one is reflecting on the efforts of the staff in Aras Mhic Dhiarmada, but why is the Minister passing the buck when the responsibility rests on his desk? It must be the first time that a Deputy of this House has been deprived of the privilege and right——
A question, please, Deputy. That is a statement.
The question is coming. The right to make inquiries on behalf of a constituent about a matter of great importance to that constituent — what does the Minister propose to do about it?
In the first instance, the Deputy will recognise that the staff concerned wish to have peace from phone calls in the Benefit Section so that they can clear up any backlog and have the work returned entirely to normal. They are doing an excellent job in that respect. In fact, the situation is very close to normal now. Within the next few weeks, they will be back to normal operation.
Nonsense.
The Deputy says that this is the first time. Such an arrangement is not, of course, without precedent that such limited action was taken.
The Minister did it last year regarding the grants.
I would also point out that my own office has four lines available and I will certainly do anything I can to assist Deputies in the meantime, while this measure proceeds. In most cases, in the public office, for instance, where queries are taken in written form and are dealt with right away, this appears to be working fairly effectively in general, at this stage.
Would the Minister not, at this time, admit that the present Taoiseach, before he became Minister for Health and Social Welfare, gave a pledge before the General Election of 1977 that he would do away with the delay and chaos in the Department of Social Welfare? Would the Minister not admit that the position is now chaotic in his Department and that it is he and he alone, who is responsible for this? The responsibility for providing a service to people in need is his.
A question, Deputy, please.
We want to know what the Minister is doing about it. There is no point in the Minister saying he will make facilities available by allowing Deputies to phone his office.
Doctor Who.
I want to thank the Minister for that privilege but I am not looking for a privilege. It is my right as a Deputy of——
Would the Deputy ask a question, please?
I am coming to the question.
The Deputy is a very long time coming to it.
I am here because people elected me, the same as any other Deputy. I want the Minister to ensure that that right will be preserved. When people come to the city to make contact with the Minister's Department they should be able to do so.
Please, Deputy, a question.
What is the Minister doing about it? When is he going to admit there are difficulties in his Department?
The first right that should be honoured and met is payment to the beneficiaries. The staff have made quite clear that the innumerable number of queries which were made recently have held them up in clearing the backlog. The amount of abuse which they received over that period has been quite exceptional. It came from a variety of quarters.
The Minister is lucky there was not a mutiny.
Nevertheless, they are dealing with the situation fairly effectively. The payment of benefits is going quite well. Of course, we are only talking about the disability benefit section which is under stress——
We are also speaking about maternity and unemployment benefits——
All other sections are functioning normally. Discussions are taking place about the problems which exist in that respect. I have said that in my statement. I do not think the Deputy would solve any industrial problems by shouting and roaring here or anywhere else.
(Cavan-Monaghan): Did I understand the Minister to say that his Department wanted peace and quiet from telephones? Does he realise what he is saying?
I did not say that.
The Minister did say that.
(Cavan-Monaghan): The Minister is saying he wants peace and quiet from these unfortunate people who have nothing to eat and who have not got benefit payments for several weeks. Does the Minister not realise that this system has broken down completely? I understand—I ask the Minister to confirm whether this is so—that the Department do not know whether people are entitled to benefit or not. Thousands of files have been lost or wiped off some tape or other and cannot be traced. There is complete chaos in his Department. The Minister should resign.
In reply to that outburst. I am glad to say that things are running quite smoothly and that the backlog is being reduced in the section. The Deputy has alleged that files have been lost. If the Deputy had participated in the discussions which took place earlier, he would know that some of the files which came through from the revenue department were not suitable and that some of the required information was missing——
The Minister has blamed everybody except himself——
(Interruptions.)
The Minister has stated——
Has the Deputy a question to ask?
The Minister is giving wrong information——
I am sorry, Deputy, you are making a statement. I have allowed about 12 minutes for this question.
(Cavan-Monaghan): I wish to raise this matter on the adjournment, Sir.
I will communicate with the Deputy.