Ms Lisa Kennedy:

I thank the joint committee for giving us the opportunity to speak to it about the work of the Irish Tourist Assistance Service, ITAS. The service was set up 20 years ago, its remit being to offer immediate support and assistance to visitors to the country who became victims of crime.

It is widely accepted that tourists are targeted for crime. They are in unfamiliar surroundings and are easily identifiable. They are often carrying large amounts of cash and valuables and being on holiday they are relaxed and at ease and therefore potentially more vulnerable. Often their own behaviour inadvertently results in them being victimised.
Tourists who are victims of crime require immediate practical assistance as they have different needs and a different set of challenges to those of residents of the country who become victims of crime. They may not speak the language; they may not have access to information and they may be travelling on their own. They will most likely be distressed and many if not all formal procedures will be different to those at home. Many tourists are left stranded without the means to support themselves and this adds enormously to their difficulties.
One of the main aims of the service is to minimise the consequences of crime both emotionally and financially. In order to achieve this, ITAS mediates with the Garda, embassies, airlines and other agencies, for those who need assistance. We also work closely with the tourism and hospitality industry to meet the immediate needs of tourists who are left stranded as a result of crime. Through the goodwill of the industry, ITAS offers complimentary accommodation, meals, transport and other relevant support in situations where tourists require this emergency assistance. ITAS offers a free and confidential service and operates seven days a week throughout the year. Two full-time staff are employed by ITAS and nine part-time staff are employed through the Department of Social Protection’s community employment scheme. We have a number of volunteers that can provide translations and interpreting if required over the telephone.
The service deals with all types of crime - thefts, serious assaults and even homicide. However, the majority of tourists who seek assistance from ITAS are victims of theft. Our main priority is to address tourists’ immediate needs. In doing this we allow them to regain control of the situation in which they find themselves. Since its inception ITAS has assisted nearly 13,000 tourists, 87% of whom continued their holiday plans.
For 14 years, ITAS had its office in the Garda headquarters in Harcourt Square, Dublin 2, which was ideal for the seven day a week service. Since 2009 ITAS has been operating out of two locations. From Monday to Friday we have an office in the Refugee Appeals Tribunal building in Hanover Street East, Dublin 2, and at weekends and public holidays we have an office in the reception area of Store Street Garda station. This is very confusing and affects the continuity of the service. The main office is very difficult to find and for a tourist who has been a victim of crime and not familiar with the city it poses serious problems. It is also in an area that is prone to criminal damage and vandalism. While we are grateful to all involved for accommodating the service, the situation is far from ideal. In order to best assist tourists, we require a city centre location which is accessible seven days a week. We intend to raise the issue with the Department but any support the committee can provide would be appreciated.
The 2012 EU directive establishing minimum standards on the rights, support and protection of victims of crime must be implemented by EU member states including Ireland by 16 November 2015. The directive is legally binding and will ensure that all victims of crime will be entitled to the same rights, support and protection, regardless of where in the European Union the crime was committed. Among the many new rights is the right of the victim to receive information throughout the criminal justice process. The onus will be on the state to ensure that victims are kept informed about any developments in their case. It also establishes an obligation on member states to inform victims about support services and other relevant information when reporting a crime.
Many victims find it difficult to receive information about their case. When a tourist returns to his or her home country, contacting the Garda station for information can be very costly and time consuming as in many cases the garda is not on duty. There is currently no way to contact the Garda or Garda station via e-mail. The UK has introduced TrackMyCrime, a service that allows victims of crime to access the progress of the investigation of their crime as well as contact the officer leading the investigation. This would be useful for all victims of crime but particularly so in cross border cases.
Between 85% and 90% of tourists who receive assistance from ITAS are informed of the service by the Garda Síochána. Even though we receive great co-operation from the Garda Síochána, ITAS only assists between 10% and 12% of all tourists who report a crime in Ireland. We know from previous research that 96% of tourist victims of crime who received support from ITAS said that they would still recommend Ireland as a tourist destination. This is an excellent indicator of the positive role the service plays in managing negative experiences.
The directive requires all member states to facilitate referrals from the police and other relevant agencies to victim support services. The introduction of data protection legislation saw the reduction in referrals of victims to victim support services and as such a reduction in the number of victims accessing support. Currently, gardaí must seek consent from victims prior to referral to support services. This process is subjective and some victims may not be asked if they want to access support services. Also the approach by which they are informed about services may deter them from seeking help.
We believe victims of crime should automatically be referred to support services unless they express a wish not to be referred. Tourists by their very nature require immediate assistance in the aftermath of crime. With the introduction of the directive, all victims have the right to access support services. We look forward to receiving information from the Department and-or relevant agencies on the facilitation of referrals and we will work in conjunction with them if required to assist in any way that we can in this process.
ITAS is a registered charity and receives funding from both public and private sources. In 2013, ITAS’ income was €112,000. This was not sufficient to cover its costs. In the past number of years the company’s income has reduced by approximately 20%. ITAS has assisted a greater number of tourists in this time with fewer resources at its disposal. With a potential 90% increase in referrals to the service, extra financial resources are not only required for the effective operation of the service but for its survival.
ITAS is recognised as leading the field in Europe in terms of the assistance it provides to tourist victims of crime. In the past we have had interested parties on research visits from England, Austria, Portugal, Malta and New Zealand. Currently we are offering information and advice to victim support in England and Scotland as they plan on setting up a similar service to assist visitors to their countries who become victims of crime.
We are honoured by the awards that ITAS has gained internationally. In 2004, Ann Meade, a founding member, was awarded an MBE in recognition of the service provided to British visitors and in 2008 Bernard Lavelle, manager and former volunteer, was made a cavalierein the Order of the Star of Italian Solidarity by the President of Italy for the support which ITAS has provided to its citizens. Later this year President Michael D. Higgins will host an event to mark the 20th anniversary of ITAS at Áras an Uachtaráin. The service that ITAS provides makes a positive difference to the experiences of tourist victim of crime. Most tourists believe that a crime can occur anywhere but it is how it is dealt with that influences first of all how they will recover but also their perception of the country and the people where the crime occurred.
I thank the committee for taking the time to listen to me.