I propose to take Questions Nos. 998 and 1,063 together.
My Department's policy in relation to e-mail is that it is treated in the same manner as any other means of communication with the Department e.g. letter, fax, telephone etc. Under my Department's customer service action plan, the Department is committed to working towards issuing replies to queries within 20 working days where possible. In some cases, it is not possible to comply with this guideline where, for example, substantial research into or examination of issues is required. There is no distinction drawn between e-mail and any other method of communication in this regard: it must be opened, read, evaluated and responded to within the timelines set out in the Department's customer service plan.
With regard to the contact address for my Department and the method by which e-mail is dealt with on arrival including the systems and procedures in place, the position is as follows. There are a number of e-mail addresses on the Department's website. In addition to a general contact address (info@justice.ie), there is a separate e-mail address for each of the major work areas of the Department:
Citizenship;
Courts;
Law Reform (Criminal);
Law Reform (Civil);
Equality Matters;
EU Matters;
Garda Síochána (Administration);
Immigration;
Minister;
Minister of State;
Press Office (Department Press Office);
Prisons and Places of Detention;
Probation and Welfare Service.
When a topic or document of particular interest is published on the site, or it is expected that interested parties will wish to make requests, observations and submissions on a particular issue of public interest, additional e-mails contact addresses are created – these will often be placed on the website for a defined period of time. The rationale behind this structure is as follows:
(a)It is more customer focused as the sender is aware they are sending their query to a specific division or submitting requests-material etc. to an address specifically created for that purpose,