Oireachtas Joint and Select Committees
Thursday, 7 November 2019
Public Accounts Committee
2018 Annual Report of the Comptroller and Auditor General and Appropriation Accounts
Vote 37 - Employment Affairs and Social Protection
Chapter 12 - Regularity of Social Welfare Payments
Chapter 13 - Timeliness of Income Support Claim Processing
Chapter 14 - Customer Service - Development of Income Support Application Forms
9:00 am
Mr. John McKeon:
It was all down to changes in means. Regarding our categorisations, the committee will notice from our control figures that, over time, the level of customer fraud is reducing and the level of customer error is increasing. That is because we are much more circumspect now in calling something "customer fraud" unless we are 100% certain that it is the case. Where there is a doubt, we will give the customer the benefit of the doubt instead of categorising it as a fraud case.
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