Dáil Éireann Debate, Thursday - 25 April 2024
237. Deputy Bernard J. Durkan asked the Minister for Social Protection the extent to which the waiting time for determination of appeals has been shortened; the average length of time for processing appeals at present; and if she will make a statement on the matter. [18713/24]
Amharc ar fhreagraThe Social Welfare Appeals Office is an Office of the Department of Social Protection which is responsible for determining appeals against decisions in relation to social welfare entitlements. Appeals Officers are independent in their decision making functions.
The below table shows a breakdown of the average processing times for all appeals over the past 10 years and from 1st January 2024 to 31st March 2024.
Appeal Processing Times for appeals 2014 – 31 st March 2024
|
|
Average processing times (weeks) Summary Decisions |
Average processing times (weeks) Oral Hearings |
|
2014 |
21.1 |
28.6 |
|
2015 |
18.1 |
25.5 |
|
2016 |
17.6 |
24.1 |
|
2017 |
19.8 |
26.4 |
|
2018 |
24.8 |
30.0 |
|
2019 |
22.1 |
26.9 |
|
2020 |
15.5 |
27.1 |
|
2021 |
13.9 |
25.5 |
|
2022 |
15.0 |
26.0 |
|
2023 |
17.6 |
29.2 |
|
Jan – March 2024 |
23.2 |
30.4 |
Significant efforts and resources have been devoted to reforming and streamlining the appeal process in recent years. A modernisation project is currently in progress to develop and implement a new appeals business process and IT system. This project aims to provide an enhanced and responsive appeals service for customers. A new IT system was introduced on 6 November 2023. The next phase of the system, which will be implemented in Quarter 3 2024, will provide functionality on the MyWelfare platform for making appeals. This will provide a secure, comprehensive, online appeals service for customers. It will improve the customer experience by offering an additional online channel, facilitating 24/7 access to view current appeal status. It will also reduce the administrative overhead of validating and registering appeals.
The Chief Appeals Officer continues to monitor processing times and every effort is made to reduce the time taken to process an appeal. However, the drive for efficiency must be balanced with the competing demand to ensure that decisions are consistent and of high quality and made in accordance with the legislative provisions and the general principles of fair procedures and natural justice.
