My Department recently moved to new IT system and this has impacted on payments to some Illness Benefit customers. The transition from the old to the new system has involved moving from a payment in arrears system to a real-time system for Illness Benefit.
The Department acknowledges that this move has caused difficulties for some customers, leading to a large volume of calls to its helpline and delays in responding to calls. In order to address this, the Department is taking urgent action to deploy additional staff to manage customer calls.
I want to assure IB customers that where issues have arisen, that these customers will be paid the correct amount for the period of their illness - as certified by their GP. Any customer who has an urgent financial need can apply to the Department's Community Welfare Service to receive an interim payment. Customers in these circumstances should get in touch with their local Intreo Centre.
My Department is working hard to resolve the payment issues as quickly as possible.
I trust this clarifies the matter for the Deputy.
