Jan O'Sullivan (Limerick City, Labour) | Oireachtas source

I welcome the witnesses. I begin by responding to some of Mr. Costello's points. I note the Department acknowledges the problems, which is important, and my colleagues have asked a number of specific questions about the problems. Mr. Costello said there was a commitment to call people back within 24 hours and subsequently to repeat the phone calls. Does that actually happen? I was told the freephone operates only on landlines but most people nowadays operate through mobile phones. Will people be called back on their mobile phones if that is their preferred form of contact? Most people are not there to take a call on their landline.

Will Mr. Costello clarify what he said about people being notified in writing of their right of appeal? I think he said this was the practice since a date this year. Many of the complaints we received were from people who did not know they had a right of appeal. Will that practice apply to historical cases or is it only for current cases that have been turned down? People who had previously been turned down should certainly be notified of their right to appeal because many of them may not know about it.

I accept Mr. Costello said the limit of €15,000 was Caranua's decision rather than the Department's, but as people get older and more disabled, they may need an extension to their house that will cost more than €15,000. There are specific cases around that. Mr. Costello and Caranua have both stated that, given the reduction in the level of applications, Caranua can concentrate in its strategic plan on improving the quality and impact of its interaction with survivors. What evidence is there of that? There are probably people in the system who need more than the €15,000 limit.

On the problems people have in getting what they looking for, such as the white goods that Senator Ruane mentioned, people are being asked for several quotes. It is not only about the price and description of the work but also the materials to be used. I do not know how much guidance the Department can give but if one applies for any kind of grant with a local authority, one must get quotes but there is no need for that level of detail. Is it the case that there are preferred suppliers which are chosen by Caranua? That does not seem to be the norm under procurement rules. These are some of the difficulties people have in getting what they need.

The forms, in general, are difficult. Senator Gavan raised the issue of limited literacy, which leads some people to have difficulty with the forms. The independent appeals officer said the applications process is extremely complex. Is help with these complex forms available?