Vol. 446 No. 2
43 Mr. Allen asked the Minister for Social Welfare the steps, if any, he intends to take to ensure that the social welfare appeals process is a full and fair decision-making process where there is access to full information by those making decisions and access to full information by the claimant, thus allowing a fair and open appeals procedure. [186/94]
In 1990, in line with a recommendation in the report of the Commission on Social Welfare. I set up the independent Social Welfare Appeals Office.
In establishing the office I was particularly concerned with increasing public confidence in the fairness and independence of the service. To this end the amount of information furnished to appellants was significantly increased. Every person who receives an adverse decision from my Department is advised of the right to appeal to the chief appeals officer and, in acknowledging each appeal, the Social Welfare Appeals Office sends an information leaflet which sets out what an appellant needs to know about the appeals process.
In the exercise of their statutory functions appeals officers are totally independent and have access to all reports and departmental papers relied on by the deciding officer in making the initial decision.
I am satisfied that the new office provides a fair and open service for all those who are dissatisfied with deciding officers' decisions on their social welfare claims. Approximately 20,000 appeals are dealt with by the office every year and the report of the chief appeals officer for 1993 shows that 45 per cent of those appealing have their position improved on appeal. I feel that this reflects well the fairness of the appeals system.
Deputies will also be aware that I set up a Social Welfare Decisions Advisory Office within my Department to provide better information and advice to customers about how their entitlements are worked out under the social welfare law.
