Mr. Joe O'Brien:

The difficulty we have is that the Department will argue, understandably, that it cannot progress a complaint unless detail is provided on the complainant's name, PPS number, etc. People are extremely reluctant to provide such information. While it would be provided in an ideal scenario, we do not press people who are not comfortable about making a complaint. The underlying problem is the level of trust in the Department, which needs to be built up.