Ms Nóirín O'Sullivan:

I thank the Senator for her comments. We have already implemented the victim services offices to improve our state of readiness for the implementation of the victim's directive. The practical application is really important. What does it mean for victims? We work very closely with the victims' alliance groups.

We meet all 49 victims' alliance groups and the various agencies involved on a regular basis. What we heard from them was that some of the frustration and anxiety caused to victims, in addition to the crimes they had suffered, was the result of not receiving sufficient feedback in a timely manner from An Garda Síochána. Much of this was due to the fact that people were not available because of shift and work patterns. The victim service office does not replace the obligation on individual members of An Garda Síochána to update victims on the crimes they are investigating. However, it provides an individual point of contact for every victim of crime. Each victim service office is staffed by one Garda member and one civilian member, both of whom are specially trained. I thank the victims' alliance groups for their input into the training provided. We had a meeting with them recently and the feedback we have received so far on implementation is that it is helping in a very practical way. We are very conscious of the training we are providing for all members, including supervisors. The practical effect of the victims' directive is that we are moving from a service-based to a rights-based approach. Individual victims and their families have a right to be kept updated. It is all overseen by the Protective Services Bureau which has responsibility to ensure the policy is implemented consistently across the country. We have made it very clear from the outset to the victims' alliance groups that although we might not get it right the first time, as soon as we receive feedback, we will modify it. From talking to the deputy commissioner in the past few days, the early indications from the groups are that the victim service offices are addressing many of the issues raised. They were established in March. I add a word of caution, as it is still very early days, but we are seeing a significant reduction in service level complaints about people not being able to obtain information. The offices seem to be addressing that gap.