Dáil Éireann díospóireacht -
Tuesday, 30 Sep 2003

Vol. 571 No. 1

Written Answers. - Garda Helplines.

Jim O'Keeffe

Ceist:

1190 Mr. J. O'Keeffe asked the Minister for Justice, Equality and Law Reform if his attention has been drawn to the fact that the telephone helplines to his Department are virtually useless, that they are only operational for restricted periods, and that the only help often available to callers during these periods is the information that all operators are busy; and if he will establish a more effective system in his Department for providing assistance to the general public. [20601/03]

Minister for Justice, Equality and Law Reform (Mr. McDowell)

I am informed that the Deputy is referring to the telephone helplines in the immigration and citizenship division of my Department in Burgh Quay, Dublin 2. This division operates four separate dedicated helpline services to facilitate members of the public with queries which are specific to the work of that area. The four helplines in question provide assistance in relation to visas, citizenship, general immigration and applications for residency based on parentage of an Irish born child.

The Deputy will appreciate that the huge increase in the number of non-nationals who are present in the State in recent times is, of course, reflected in the demand for the services of the immigration and citizenship division. For example, the number of non-EEA nationals registered with the Garda Siochána in 2002 was in excess of 97,000. This compares with a figure of 47,262 in 2000, an increase of more than 100% in two years. In addition, the division has to provide certain services for persons who wish to tra vel to the State – 38,000 visa applications in 2002 – as well as asylum seekers and other classes of immigrants within the State. Given the unprecedented demand for the services of this division and in the interests of better customer service and more efficient use of staff resources, a decision was made to try to minimise time spent on phone calls and maximise the time available for decision making.

The helplines and their respective hours of operation are as follows: general immigration queries are dealt with daily from 9.30 a.m. to 1 p.m. and 2 p.m. to 5 p.m. Visa queries are dealt with on Monday, Wednesday and Friday from 10 a.m. to 12.30 p.m. Citizenship queries are dealt with on Tuesdays and Thursdays from 10 a.m. to 12.30 p.m. Following the Government decision on outstanding claims for residency on the basis of parentage of an Irish born child a separate helpline was set up in July 2003 to deal with queries regarding these applications which operates daily from 10 a.m. to 12.30 p.m.

My Department is in contact at present with the telephone system service providers with a view to upgrading the current system.