Written Answers Nos. 831-850
831. Deputy Jackie Cahill asked the Minister for Agriculture, Food and the Marine if a penalty decision will be reviewed for a person (details supplied); and if he will make a statement on the matter. [1025/19]
Amharc ar fhreagraThe Beef Data and Genomics Programme (BDGP) provides for six years of payments to participating farmers for completion of actions which deliver accelerated genetic improvement in the Irish national herd and improvement of its environmental sustainability.
In submitting an application to participate in the BDGP applicants undertake to adhere to the terms and conditions that govern the programme. A key requirement of the programme is that participants must submit genomic samples taken from selected animals using tags supplied to them. As set out in the terms and conditions of the programme, failure to return genomic samples results in no payment issuing, under the programme, for the year in which the breach occurred.
The person named did not submit any genomic samples for 2018, therefore no payment issued. However, if the person named submits the required number of genomic samples the matter can be reviewed.
832. Deputy Jackie Cahill asked the Minister for Agriculture, Food and the Marine the number of landowners per county who have land in hen harrier designated areas; and if he will make a statement on the matter. [1044/19]
Amharc ar fhreagraI would like to clarify that the designation of conservation areas for the hen harrier does not come under my Department's remit but rather that function is exercised through the National Parks and Wildlife Service (NPMS) of the Department of Culture, Heritage and the Gaeltacht. The figures in the table below, provided by the NPWS, indicate the number of landowners (by county) who were notified that their lands are designated (for the protection of the hen harrier) as Special Protection Areas (SPAs).
|
Site Code |
Site Name |
County |
Landowners Notified by County |
|
4160 |
SLIEVE BLOOM MOUNTAINS SPA |
Laois |
310 |
|
4160 |
SLIEVE BLOOM MOUNTAINS SPA |
Offaly |
146 |
|
4161 |
STACK'S TO MULLAGHAREIRK MOUNTAINS, WEST LIMERICK HILLS AND MOUNT EAGLE SPA |
Cork |
411 |
|
4161 |
STACK'S TO MULLAGHAREIRK MOUNTAINS, WEST LIMERICK HILLS AND MOUNT EAGLE SPA |
Kerry |
707 |
|
4161 |
STACK'S TO MULLAGHAREIRK MOUNTAINS, WEST LIMERICK HILLS AND MOUNT EAGLE SPA |
Limerick |
735 |
|
4162 |
MULLAGHANISH TO MUSHERAMORE MOUNTAINS SPA |
Cork |
170 |
|
4165 |
SLIEVEFELIM TO SILVERMINES MOUNTAINS SPA |
Limerick |
131 |
|
4165 |
SLIEVEFELIM TO SILVERMINES MOUNTAINS SPA |
Tipperary |
372 |
|
4167 |
SLIEVE BEAGH SPA |
Monaghan |
86 |
|
4168 |
SLIEVE AUGHTY MOUNTAINS SPA |
Galway |
743 |
|
4168 |
SLIEVE AUGHTY MOUNTAINS SPA |
Clare |
628 |
|
Total |
4,439 |
833. Deputy Jackie Cahill asked the Minister for Agriculture, Food and the Marine if there is a closing date for the lodgement of an appeal by a person to a change in their ANC status following the recent changes made; and if he will make a statement on the matter. [1058/19]
Amharc ar fhreagraFurther to the completion of the review of eligible lands under the Areas of Natural Constraints (ANC) scheme, which was required by EU regulation, my Department has written to all impacted farmers advising of the status of their lands under the 2019 ANC scheme. These letters included a form to instigate an appeal. The appeals form is also available on www.agriculture.gov.ie
For any farmer who wishes to appeal the status of a particular townland under the 2019 ANC scheme, an independently chaired appeals process is available. Should a farmer wish to make such an appeal, my Department will provide full information in relation to the data underpinning the status of the townland in order that an appeal can be based on full information. There is no set closing date for receipt of these appeal forms but applicants should lodge their appeals without delay so that appeals can be processed in time for Autumn 2019. Applicants are also strongly advised to double check that they apply for 2019 ANC on their online application.
834. Deputy Seán Haughey asked the Minister for Agriculture, Food and the Marine if the dredging of Howth Fishery Harbour Centre will be sanctioned without delay; the progress made in respect of the application; and if he will make a statement on the matter. [1062/19]
Amharc ar fhreagraHowth Fishery Harbour Centre (FHC) is one of the six designated Fishery Harbour Centres which are owned, managed and maintained by my Department under Statute.
Siltation in Howth Harbour has been recognised as an issue for some time, and the requirement for a dredging project to restore adequate depth in the entrance channel and within the harbour is accepted. The Harbour was last dredged in the early 1980s. A number of investigative and preparatory works and initiatives have been undertaken over the last few years in respect of a potential dredging project in Howth FHC. A final site investigation report was received in October 2016 and has been assessed by the Department's Engineers. This report included vital information on the nature and amount of the material to be dredged.The Department also appointed a Consulting Engineer in 2016 to advise on a number of possible developments in Howth, including a dredging project. A final report was issued from the Consulting Engineers in late October 2017 which confirmed that the concentrations of contaminants in the sediment to be dredged are such that while the material cannot be considered inert, it can be classified as non hazardous. This means that dumping at sea will not be permitted, which in turn has a significant effect on the project cost.
Department Engineers subsequently met with Fingal County Council, to review possible operational and permitting requirements. Engagement with the Council is ongoing in regard to exploring disposal options for the dredged material. It would be the Department's view that the material should be treated and re-used to reclaim much needed additional ground for Harbour use.
This project will require Planning Permission, an Environmental Impact Study (EIS) and a Waste License. The permitting process is likely to take up to 24 months. A variety of factors will impact on the cost of a potential dredging project including the disposal options, overall scale of the project, and market factors.
The Department went to tender on the 3rd of October 2018 for a Consulting Engineering practice to bring the project through the planning, environmental permitting and design phase, and should a decision be made to progress the project, this consultant will also be responsible for the supervision of onsite works. The successful tender was commissioned for these works on the 19th of December 2018.
While final decisions haven’t been made on the full suite of projects to be undertaken under the 2019 Capital Programme at this stage, the continuation of the preparatory works for a dredging project in Howth as set out above can be expected. As is the case for all developments in the six Fishery Harbour Centres, any future decision with regard to initiating a full dredging works project in Howth will only be considered on the basis of available exchequer funding and competing national priorities.
835. Deputy Jackie Cahill asked the Minister for Agriculture, Food and the Marine his plans for bovine viral diarrhoea, BVD, testing in view of the fact that it was initially introduced for a three-year period; and if he will make a statement on the matter. [1236/19]
Amharc ar fhreagraThe BVD Eradication programme is an Animal Health Ireland led collaborative programme with representation from the various industry stakeholders. The programme is overseen by the BVD Implementation Group (BVDIG). My Department is represented on the Group along with farmers, veterinary practitioners and industry experts. The primary testing/surveillance method is through the testing of ear tissue (taken by farmers using tissue tags) from all calves born. This is supplemented by funding from my Department for supplementary blood testing and financial supports as well as the Targeted Advisory Service on Animal Health (TASAH) visits by trained veterinary practitioners under the Rural Development Programme. The operational details of the programme are made by the BVDIG. The agreed 2019 programme foresees a continuation of the tissue tagging of calves, as well as the aforementioned further supports.
I am pleased to note that the programme results indicate very significant progress has been made in reducing the prevalence of this disease – with the Persistently Infected (PI) birth rate falling from 0.66% in 2013 (the first year of the Compulsory Programme) to 0.06% in 2018. Indeed, the number of positive herds has reduced considerably from 11.27% (9,485) of breeding herds in 2013 to 1.08% (815) herds in 2018. In the early years of the eradication programme, there was a reluctance by some herdowners to dispose of their PI calves at an early stage. The introduction of herd restrictions and a system of neighbour notifications to ensure that they can take the most appropriate biosecurity measures to protect their herds has helped speed up the removal process and this has greatly assisted the eradication programme.
836. Deputy James Browne asked the Minister for Agriculture, Food and the Marine his plans to employ additional port inspector posts at Rosslare Europort; and if he will make a statement on the matter. [1243/19]
Amharc ar fhreagraMy Department is working closely with colleagues across the Public Sector as part of the whole of Government approach to preparations for Brexit.
From an agri-food perspective, whether in the absence of any agreement between the EU and the UK, or in the case of an agreed future trading relationship, live animals, plants, food of animal and non-animal origin, food contact materials, composite and plant products imported from the UK will most likely be subject to import controls, including those imported through Rosslare.
In line with workforce planning processes, my Department continuously assesses business needs and will ensure that additional resources for Rosslare will be facilitated to complement our existing staff at the port as needs arise.
Resource requirements will continue to be assessed on an ongoing basis and my Department will monitor this evolving situation to ensure we are in a position to respond with flexible and expedient solutions.
837. Deputy Niamh Smyth asked the Minister for Agriculture, Food and the Marine the criteria, deadline and other information in relation to a scheme (details supplied); when the scheme will be launched; and if he will make a statement on the matter. [1271/19]
Amharc ar fhreagraThe 2019 GLAS Traditional Farm Buildings Scheme is administered by the Heritage Council and applications are evaluated and ranked by an expert panel in accordance with selection criteria published as part of the scheme.
One of the conditions of entry to the scheme is that a farmer must have a GLAS contract with my Department. The farmer must also own the building or other related structure for which funding is sought or acting with the permission of the owner.
The principal objective is to ensure that traditional farm buildings and other related structures that contribute to the character of the landscape, and are of significant heritage value, are conserved for active agricultural use.
Grant amounts vary between €4,000 and €25,000. A grant award will not be for more than 75% of the cost of the works with a maximum available grant of €25,000.
The 2019 GLAS Traditional Farm Buildings Scheme will be launched in late January 2019.
838. Deputy Charlie McConalogue asked the Minister for Agriculture, Food and the Marine the amount of the sentinel herring fisheries quota that remained as at 21 December 2018; if he will consider extending the 2018 management period to 31 January 2019 for vessels with a qualifying track record; and if he will make a statement on the matter. [1324/19]
Amharc ar fhreagraThe quota made available to the Celtic Sea Herring Sentinel Fishery in 2018 is 1,095t (11%of the overall quota for this stock in the Celtic Sea in line with Ministerial policy). Preliminary landing figures received from the SFPA indicate that 743t (68%) was landed in 2018. Under long standing policy ,quota may not be carried forward into the following year in respect of individual boats or groups of boats within a fishery, e.g. the Celtic Sea Herring Sentinel Fishery. This policy protects the public ownership of quotas and protects against property rights being established which would transfer ownership of quotas into private hands. EU Regulation provides for the carry over of up to 10% of 2018 final quota, if uncaught, to 2019. Policy provides that an 11% allocation of Ireland's 2019 Celtic Sea herring quota will be made available to the Sentinel fishery in 2019, the available national quota will be adjusted to include any carry over (up to 10%) of uncaught quota in 2018.
The Celtic Sea Herring Sentinel fishery is opened to vessels <17 metres in length overall which are not ring fenced in the main fishery. Track record is not necessary to participate in the fishery.
839. Deputy Tony McLoughlin asked the Minister for Agriculture, Food and the Marine the specific grant schemes provided to support agrifood festivals that promote tourism and Irish food locally and to an international audience; the dates in 2019 these funding schemes will be open for application; and if he will make a statement on the matter. [1346/19]
Amharc ar fhreagraFunding was provided by my Department for agri-food tourism projects in 2018 under the Rural Innovation and Development Fund. The funding was aimed at initiatives which promote and develop agri-food tourism in rural areas. A decision regarding the availability of funding for 2019 under this initiative is expected shortly. Subject to approval, the scheme is likely to open for applications in the second quarter of the year.
840. Deputy Joe Carey asked the Minister for Agriculture, Food and the Marine when a 2017 GLAS farm payment will issue to a person (details supplied) in County Clare; and if he will make a statement on the matter. [1350/19]
Amharc ar fhreagraThe above named was approved into GLAS 3 with a contract commencement date of 1 January 2017.
Administrative checks involving a number of sections within the Department take place on all GLAS claims. These include checks against the BPS application for GLAS claims. All cases must clear validation checks before payment can issue. This case has not cleared the validations as an issue has arisen concerning the Wild Bird Cover action.
Department officials will be in direct contact with the person named regarding this issue. GLAS payments are issuing on a weekly basis.
841. Deputy Brendan Griffin asked the Minister for Agriculture, Food and the Marine if the registered licence length of a boat will determine if it will be permitted to fish inshore waters inside the six nautical miles zone; and if he will make a statement on the matter. [1352/19]
Amharc ar fhreagraI announced the outcome of the review of trawling activity inside the 6 nautical mile zone before the Christmas break.
I undertook an extensive public consultation from 30 April until 11 June 2018 which attracted over nine hundred submissions. There was a wide diversity of views expressed in these submissions, which are published on the Department’s website.
I carefully considered the issues raised during the public consultation process and, following a detailed evaluation, decided to exclude trawling by fishing vessels over 18 metres from inshore waters inside the six nautical mile zone and the baselines from 1 January 2020. This refers to overall length of the vessel.
Based on my assessment, I consider that there is a compelling case for excluding trawling by large vessels in coastal waters inside six nautical miles. I am satisfied that there are sufficient fishing opportunities for these vessels outside of six nautical miles. I also believe that these actions will provide wider ecosystem benefits, including for nursery areas and juvenile fish stocks. I am very conscious of the exclusive reliance of small scale and island fishermen on inshore waters and the benefits this change will bring for those fishermen. I firmly believe that this will, in the medium term, provide ecosystem and nursery stock benefits for all fishermen.
I am mindful of the opportunity these measures will provide for further sustainable development of the small scale inshore and the sea angling sectors, which the Government has committed to in the Programme for a Partnership Government.
I also announced that there will be a transition period to 2022 for vessels over 18 metres targeting sprat. This transition is in order to allow a period of adjustment for these vessels, as this fishery is concentrated inside the 6 nautical mile zone.
I recognise that effective change needs time. I have had an extensive and prolonged consultation to flag consideration of change. Allowing a transition period for those vessels involved in the sprat fishery will ensure that the vessels have adequate time to transition to other fishing activities. I have asked BIM to offer affected vessel owners technical assistance to adjust to other fisheries during the transition process.
Vessels over 18 metres vessels will continue to be permitted inside 6 nautical miles to trawl for sprat only until 2022. A total allowable catch of up to 2,000 tonnes, reflecting a reduction on recent years, will be permitted for these vessels during 2020, reducing to 1,000 tonnes in 2021. All trawling activity by vessels over 18 metres vessels for sprat, inside the 6 mile limit, will end from the beginning of 2022.
842. Deputy Charlie McConalogue asked the Minister for Agriculture, Food and the Marine the process by which a badger cull can be initiated in cases in which there is a high instance of TB outbreak; if it is possible for a group of farmers in a locality to seek for a badger cull to be carried out; and if he will make a statement on the matter. [1505/19]
Amharc ar fhreagraCapturing of badgers only takes place in areas where serious outbreaks of TB have been identified in cattle herds and where my Department’s Veterinary Inspectorate has found, following an epidemiological examination, that badgers are the likely source of infection.
Commencing in 2002, systems were put in place in every Regional Veterinary Office area in the country whereby serious breakdowns of bTB (i.e. breakdowns having 3 or more skin test reactors) were investigated by my Department's Veterinary Inspectorate. If evidence was established of infection being introduced by badgers, this would trigger a survey in the area adjacent to the diseased herd for signs of badger activity and seek to identify the location of badger setts. A targeted removal program would follow the completion of these surveys which involved trapping/removing badgers within a 2km radius of the affected farm to reduce local badger densities.
Therefore, while a group of farmers in a locality cannot request a badger culling of the area, the Minister would encourage any such groups experiencing serious breakdowns of bTB to contact their local Regional Veterinary Office to ensure that an investigation by the state veterinarian has commenced where badgers have been identified as a source of bTB.
843. Deputy Denis Naughten asked the Minister for Agriculture, Food and the Marine his plans to extend the agri-environment options scheme, AEOS; and if he will make a statement on the matter. [1602/19]
Amharc ar fhreagraThere are no plans to extend the Agri-Environment Options and Natura Schemes (AEOS). The subsequent agri-environment scheme the Green Low-Carbon Agri-Environment Scheme (GLAS) opened in three tranches commencing in 2015. It was open to AEOS participants to apply to join GLAS, such applicants were required to exit their existing AEOS contract before a GLAS contract could commence. GLAS is now fully subscribed with the target of 50,000 participants met well ahead of target. There are no plans to re-open or extend either scheme.
Agri-environment policy is included in the CAP reform negotiations currently under way and any future schemes will be dependent on the outcome of these negotiations.
844. Deputy Denis Naughten asked the Minister for Agriculture, Food and the Marine his plans to introduce a new scheme to replace the agri-environment options scheme, AEOS; and if he will make a statement on the matter. [1603/19]
Amharc ar fhreagraThe Green Low-Carbon Agri-Environment Scheme (GLAS) opened in three tranches commencing in 2015 following the closure of the Agri-Environment Options Scheme (AEOS). It was open to AEOS participants to apply to join GLAS, such applicants were required to exit their existing AEOS contract before a GLAS contract could commence. GLAS is now fully subscribed with the target of 50,000 participants met well ahead of target. There are no plans to re-open the GLAS scheme to new applications.
Agri-environment policy is included in the CAP reform negotiations currently under way and any future schemes will be dependent on the outcome of these negotiations.
845. Deputy Kevin O'Keeffe asked the Minister for Agriculture, Food and the Marine if sufficient resources are being made available to ensure that all equine animals are compliant with registration regulations; and if there is a large volume of equine animals not registered in the north County Cork area, namely, Fermoy and Mitchelstown, County Cork. [1641/19]
Amharc ar fhreagraThe rules governing the timescale within which equines must be identified are determined at EU level. Commission Implementing Regulation 262/2015 (CR 262/2015), which came into effect on 1 January 2016, lays down the rules governing the identification of equidae. This legislation was transposed into national legislation in Ireland via the European Union (Identification of Equidae) Regulations (S.I. No 62 of 2016)(as amended).
Article 12(1) of CR 262/2015 provides that all equine animals must be identified with a passport no later than 12 months from the date of birth of the animal, and in any event, before moving permanently from the holding of origin.
Proper identification of an equine cannot be established visually. Identification of an equine animal is primarily established through its passport, with the microchip (where required) providing further validation.
Equine passports are issued by Passport Issuing Organisations (PIOs) approved by my Department. Information available from these organisations suggests that high rates of compliance with the identification rules are being achieved.
Enforcement of equine identification legislation is primarily undertaken by authorised officers throughout my Department's Regional Office network. These officers work closely with their veterinary colleagues across the various Local Authorities and liaise with members of An Garda Síochána and Revenue Commissioners Officials, as required. Authorised officers from my Department engage in checks at sales venues including marts and fairs, as well as at horse slaughter plants and at export points including ports and airports. These compliance checks are on-going and will continue to be undertaken.
My Department is not aware of issues relating to unidentified equines in the north County Cork area.
846. D'fhiafraigh Deputy Éamon Ó Cuív den Aire Talmhaíochta, Bia agus Mara cén uair a dhéanfar íocaíocht faoin Scéim Ghlas don bhliain 2018 le duine (sonraí tugtha); cén mhoill atá ar an íocaíocht; agus an ndéanfaidh sé ráiteas ina thaobh. [1686/19]
Amharc ar fhreagraGlacadh leis an duine ainmnithe thuasluaite isteach i scéim GLAS 1 agus an 1 Deireadh Fómhair 2015 an dáta ar cuireadh tús leis an gconradh. Tá na híocaíochtaí ar fad faighte ag an té sin i leith na mblianta scéime 2015, 2016 agus 2017.
Maidir le híocaíocht i leith na bliana 2018, déantar seiceálacha riaracháin, a mbíonn roinnt rannóg laistigh den Roinn rannpháirteach iontu, maidir le gach éileamh GLAS. Ní mór do gach cás seiceálacha bailíochtaithe a shásamh sular féidir íocaíocht a eisiúint. Tá oifigigh na Roinne ag obair go réamhghníomhach chun na seiceálacha a thabhairt i gcrích. A luaithe a shásóidh an cás seo na seiceálacha bailíochtaithe, déanfar an réamhíocaíocht i leith 2018. Is ar bhonn seachtainiúil a eisítear íocaíochtaí GLAS. Bhí mo Roinn i dteagmháil le pleanálaí an iarratasóra maidir leis an gconradh GLAS.
847. Deputy Éamon Ó Cuív asked the Minister for Agriculture, Food and the Marine the details of outstanding payments made to a farmer (details supplied) in December 2018; the years and the schemes the payments referred to; if entitlements referred to in reply to Parliamentary Question No. 494 of 18 December 2018 have been transferred into the farmer's name; when all further ANC and BPS greening payments will issue; and if he will make a statement on the matter. [1687/19]
Amharc ar fhreagraIn December 2018 payments under the following schemes issued on foot of receipt of the required documentation to facilitate outstanding payments in respect of a Farm Partnership, linked to a deceased herd owner, to which the person named was also associated:
2015 Areas of Natural Constraint
Voluntary Supply Management Scheme for the Dairy Sector
2015 Basic Payment Scheme
In addition to the payments above, payments under the following schemes issued in December 2018 to the person named:
Herd Owner TB Grant
2016 Areas of Natural Constraint
The person named does not currently have any Basic Payment entitlements in their name which has prevented the Basic Payment from issuing since 2016. My Department sent out the required forms and details of what is required to transfer the entitlements into the name of the person named on 6 December 2018 and has been in contact with the customer since that date. Once the completed forms are received my Department can begin processing the transfer of entitlements application. Outstanding applications for payment under the Basic Payment Scheme can be processed once the payment entitlements have transferred to the person named.
Payment due under the 2017 Areas of Natural Constraints (ANC) scheme, which is not linked to payment entitlements, is currently being finalised and payment will issue to the person named as soon as possible.
848. Deputy Denis Naughten asked the Minister for Agriculture, Food and the Marine the enhanced controls in place on carcase trimming in meat factories; if processors have introduced a payment to affected farmer suppliers to reflect losses incurred as a result of excessive trimming; and if he will make a statement on the matter. [1691/19]
Amharc ar fhreagraCarcase classification and carcase presentation controls in slaughter plants are carried out by a dedicated team of specialist staff in the Beef Carcase Classification Section within my Department.
Additional monitoring of carcase presentation by my Department’s veterinary public health inspection staff (VPHIS) in the factories is currently being implemented in all factories since January 1st, 2019 and will provide a supporting role for the Beef Carcass Classification staff. This should provide further assurance to stakeholders that the appropriate dressing specification is being applied in factories. The controls applied in Ireland are significantly in excess of those required under EU Law.
From January 2019, Meat Industry Ireland has confirmed that processors will introduce a payment to the farmer supplier to reflect any loss, in each case where my Department applies a fine on a particular carcase for non-compliance with the carcase trim specification. Such a payment will be identified on the payment remittance docket, so that farmers will be aware of the penalty.
849. Deputy Tony McLoughlin asked the Minister for Agriculture, Food and the Marine if his attention has been drawn to the fact that the agriculture appeals office is inundated with agriculture appeals seeking review from farmers who are waiting on responses; if his attention has been further drawn to the fact that in one instance an appeal has been with the office for over two years (details supplied); if this issue will be investigated with the appeals office; his plans to tackle this problem going forward; and if he will make a statement on the matter. [1784/19]
Amharc ar fhreagraI am aware that the number of requests for reviews of Appeals Officer decisions has increased in recent years. The Agriculture Appeals Act 2001 provides the legal basis for reviews of Appeals Officer decisions. The Act requires that, unless the request for the review concerns the submission of additional information that was not available at the time the Appeals Officer made the decision, the review must only be dealt with by the Director of Agriculture Appeals.
The independent Agriculture Appeals Office has confirmed that an appeal was submitted on 21 October 2016 by a representative for the persons named. A decision and a full analysis of the case was issued by an Appeals Officer to the appellant on 11 May 2017 following an oral hearing of the appeal.
The Appellant requested a review of the Appeals Officer's decision and this was received by the Agriculture Appeals Office in 2017. The request did not include additional information. The review of the Appeals Officer's decision will establish if the Appeals Officer made an error of fact or law in that decision and whether there is a need to revise the Appeals Officer's decision. Such requests are generally dealt with in order of receipt. A number of requests for reviews were received prior to the request concerned. I am advised that every effort is being made to finalise the review for the person named as soon as possible.
850. Deputy Thomas P. Broughan asked the Minister for Agriculture, Food and the Marine the customer complaints received by his Department in each of the years since 2016; if the complaints are grouped into categories; the nature of the complaints; the resolution of same; and the number progressed to the relevant ombudsman in each of the years since 2016. [1864/19]
Amharc ar fhreagraThe data requested by the Deputy is set out in the table that follows.
|
Year |
Number of customer service complaints received by my Department’s Quality Service Unit |
|
2016 |
60 |
|
2017 |
43 |
|
2018 |
30 |
The data set out in the table relates to complaints received by the Quality Service Unit of my Department as part of my Department’s Customer Service Complaints Procedure. It is important to note that this Customer Service Complaints Procedure concerns complaints regarding customer service, it does not cover requests for reviews or appeals against actual decisions taken in the operation of a scheme or service, as these have a separate appeals process.
My Department is committed to providing a user-friendly, high quality service to all farmers. Where it is considered that my Department falls short of this, my Department’s Customer Service Complaints Procedure can be availed of by farmers. There are three steps in the customer service complaints process:
1. Complaints should first be directed to the senior officer in charge of the business area within the Department to which the complaint pertains.
2. If the complainant is dissatisfied with the response received from the Head of the relevant business area, the complaint can be sent to the Quality Service Unit who will examine any customer service aspect of the complaint. The Quality Service Unit will have the matter fully and impartially investigated by an officer who was not involved in the matter giving rise to the complaint.
3. If the complainant remains dissatisfied after steps 1 and 2 above, it is open to the complainant to contact the Office of the Ombudsman. The Office of the Ombudsman examines complaints from people who feel they have been unfairly treated by certain public bodies, for example, Government Departments.
Customer Service complaints are not sub-categorised in my Department and, having regard to my Department’s data protection obligations, specific detail in respect of the complaints referred to in the table above cannot be provided, but I can advise that in general they involve dissatisfaction with matters such as alleged:
- Delays in responses to correspondence.
- Delays in payments.
- Lack of notice for inspections.
- Complaints regarding Department staff.
My Department does not maintain records in respect of the number of customer service complaints received by the Ombudsman that are a continuation of complaints received by the Quality Service Unit of my Department as part of my Department’s Customer Service Complaints Procedure. Accordingly, the Department is not in a position to provide that particular piece of data requested by the Deputy. However, the following is the total number of Ombudsman cases involving my Department in the years in question.
|
Year |
Number of Ombudsman cases |
|
2016 |
66 |
|
2017 |
43 |
|
2018 |
45 |
It is important to note that many of the cases listed in the above table are appeals to the Ombudsman against decisions taken in the operation of a scheme or service rather than complaints concerning customer service, as it is open to customers of my Department to contact the Ombudsman both where they are not happy with the customer service they have received and where they are dissatisfied with decisions taken in the operation of a scheme or service.
