Róisín Shortall (Dublin North West, Labour)
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Question 355: To ask the Tánaiste and Minister for Justice, Equality and Law Reform if his attention has been drawn to the fact that the automated answering service in operation for his Department dealing with queries only offers prerecorded options and only accepts a maximum number of calls; the steps he will take to ensure that operators are available to respond to public queries; and if he will make a statement on the matter. [2019/07]

Michael McDowell (Dublin South East, Progressive Democrats)
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I can inform the Deputy that the Irish Naturalisation and Immigration Service operates four helplines for applicants for visas, citizenship, residency status and related immigration matters.

I am informed that callers to the helplines are greeted by an automated answering service with recorded information messages and a menu option which effectively asks them which of the four helplines they wish to be connected to. When automatically put through to the helpline they require, they speak to one of the staff assigned to the helpline.

I can inform the Deputy that the maximum number of calls which are queued to each of the four helplines at any given time is ten.

I am sure the Deputy will appreciate that there is a balance to be struck between the resources allocated to giving information about applications and dealing with such applications and I can inform her that the allocation of resources in this regard is kept under regular review.