Joan Burton (Dublin West, Labour) | Oireachtas source

We all share a common objective here, that where people have an entitlement to a social welfare income support they would be dealt with as quickly, efficiently, effectively and courteously as possible. It should be stressed again that, in essence, we have a multiple review process and opportunity. It is not available in the British or Northern Ireland systems. It is one of the reasons our system is much more flexible and able to meet the needs of people in a timely way. The investments in information technology, IT, which have been very considerable, have speeded up the system. As I said, when I was appointed Minister in 2011, the time taken for an oral hearing was 52.5 weeks. At the end of September last, it was down to 29.3 weeks. Bear in mind that it takes time to set a date and so forth for an oral hearing. As Deputies know, when people demand an oral hearing it takes more time. The time required for summary decisions in 2011 was over 25 weeks. It is now down to 21.8 weeks.

I agree with what Deputy Ó Snodaigh said about the letter that is issued. I am aware of that and we are having it reviewed. The Minister of State, Deputy Kevin Humphreys, is anxious to review it. For legal reasons there is a very clear emphasis in the letter advising somebody that their application is unsuccessful on advising them that, legally, they have a right to appeal. In the Irish system, perhaps when the person goes to somebody such as the Deputies or myself, they find out that in fact the documentation or the case that was made was not sufficiently strong. It could have been a general letter from a doctor saying, for example, the doctor thinks Mr. and Mrs. X should get a particular benefit. However, as the Deputies know, the same letter to the housing department in a local authority will not do much for the case. It is just an expression of a wish from the professional person that the case be viewed favourably, whereas there are precise questions that must be answered.

What is potentially being suggested is a switch to a system similar to that in the UK system. The system in Ireland offers those who apply a flexible, speedy and relatively informal approach to the determination of their appeal. In the UK, by contrast, the social security and child support tribunal - which is the equivalent appeals tribunal - took an average of 30 weeks to clear cases, whereas in our system, the waiting times for an oral hearing was 29 weeks and for the summary decision 21 weeks. In addition, because the UK system is time-based, the measurement does not reflect the time spent with the Department for Work and Pensions in reviewing the case, which is a mandatory first step before the appeal is lodged. One gets one chance before the appeal is lodged. We allow multiple opportunities for reviews. That is the flexibility of our system. In addition the UK appeals system is more inflexible in that the tribunal deals only with the decision that was made at a point in time and based on the evidence submitted at that point in time. Their system is strictly time-based. I share the sentiments of those who tabled the amendment but I advise them to give it very careful consideration.

I have had discussions with Deputy Ó Snodaigh on previous occasions that the review possibility should be emphasised more in the appeals communications. The Department of Social Protection has new offices that have been revamped and I invite members to visit the Intreo offices. I know both Deputies Ó Snodaigh and O'Dea have been in the new Intreo offices in their areas on a number of occasions. The Intreo office has a common reception desk at the front of the office and information and forms are available from a staff who have been highly praised. These staff are not highly paid but they have been highly praised for being customer friendly and for the manner in which they provide information to people. Should people need help in filling out the form, they will make an appointment for the person to get guidance and assistance. Clearly only they know their own case. In making a case staff have to be aware that it could be examined by the Committee of Public Accounts to see if it comes within the terms of the law. I hope the person dealing with a strong case will be able to deal with it as quickly and efficiently as possible.

There is a very good Social Welfare office in Ballyfermot and there are other Intreo offices in the constituency. SOLAS is the body that deals with education, whereas Intreo which comes from the Irish words, "in agus treo" , meaning into a new direction to help people to get back to work.