Mr. Joe O'Brien:

Deputy Boyd Barrett has described how we want to push this second report. We agree with the Deputy to the extent that it is most likely the exception rather than rule. We are NGOs working with people who have problems with the system and some of us focus on migrants. It is a combination of having an overall approach in terms of customer service and how everyone is dealt with but also to make a couple of targeted efforts.

We have made specific recommendations in regard to migrants and with regard to interpreters in particular because there is a significant issue with regard to the under-use of interpreters. We regularly see people who do not get a fair chance at engaging with the system because they are not provided with an interpreter, which is a requirement. I agree with the overall approach but we still need to name the specific issues faced by migrants. In the wider context we are not saying it happens to everyone or to every migrant or that every officer is like that but when an official of the State throws out racist comments towards someone who is applying for his or her rights, this behaviour needs to be named and it needs to be specifically tackled. The overall approach of improving customer service across the Department is probably the best tactic.