Noel Harrington (Cork South West, Fine Gael) | Oireachtas source

As Deputy Boyd Barrett has already said, this probably only happens in a minority of cases. The vast majority of officials with whom I have dealt do their very best in difficult circumstances. That said, I understand the constraints under which Crosscare is operating. If a client says that he or she was treated appallingly or had to deal with a racist, sexist or rude official, it is very hard to move from that situation to building up a profile and determining whether there is a problem in a particular office or type of office or with a particular official without going further with the complaint. I take the point that the witnesses cannot force a client to go to the Garda Síochána or to go further with the Department. If the behaviour in question is racist then it might be a matter for An Garda Síochána to investigate because such behaviour is an offence as far as I am aware.

Difficulties could arise in terms of training or re-training because if a member of the front-line staff is inherently racist then all of the training in the world will not deal with that. At some stage, sanctions are required. Training might address issues like offensiveness, rudeness or sharp practice but not the more serious issues. The officials in questions must be identified but they will not be identified if those in upper management do not realise what is going on. There is an onus on us and on organisations like Crosscare, if we become aware of a particular problem, to report it. Is there a blockage there?