David Stanton (Cork East, Fine Gael)
Link to this: Individually | In context | Oireachtas source

The purpose of the meeting is to engage with representatives of the Irish Tourist Assistance Service, ITAS. On behalf of the joint committee, I welcome Ms Lisa Kennedy and Mr. Kevin McPartlan and thank them for attending. They will be invited to make a brief opening statement which will be followed by questions and answers.

Witnesses are protected by absolute privilege in respect of the evidence they give to the committee. If, however, they are directed by it to cease giving evidence on a particular matter and continue to so do, they are entitled thereafter only to qualified privilege in respect of their evidence. They are directed that only evidence connected with the subject matter of these proceedings is to be given and asked to respect the parliamentary practice to the effect that, where possible, they should not criticise or make charges against a person or an entity by name or in such a way as to make him, her or it identifiable.

Members are reminded that, under salient rulings of the Chair, they should not comment on, criticise or make charges against a person outside the Houses or an official by name in such a way as to make him or her identifiable.

The delegates are very welcome. I note it is the 20th anniversary of ITAS, which means that there are celebrations. I understand the organisation has not made a presentation to an Oireachtas committee before. Is that correct?

Ms Lisa Kennedy:

We have, to the tourism committee.

David Stanton (Cork East, Fine Gael)
Link to this: Individually | In context | Oireachtas source

But not the justice committee. There is an overlap. I invite Ms Kennedy to make her opening statement, which is to be followed by members' questions and observations.

Ms Lisa Kennedy:

I thank the joint committee for giving us the opportunity to speak to it about the work of the Irish Tourist Assistance Service, ITAS. The service was set up 20 years ago, its remit being to offer immediate support and assistance to visitors to the country who became victims of crime.

It is widely accepted that tourists are targeted for crime. They are in unfamiliar surroundings and are easily identifiable. They are often carrying large amounts of cash and valuables and being on holiday they are relaxed and at ease and therefore potentially more vulnerable. Often their own behaviour inadvertently results in them being victimised.
Tourists who are victims of crime require immediate practical assistance as they have different needs and a different set of challenges to those of residents of the country who become victims of crime. They may not speak the language; they may not have access to information and they may be travelling on their own. They will most likely be distressed and many if not all formal procedures will be different to those at home. Many tourists are left stranded without the means to support themselves and this adds enormously to their difficulties.
One of the main aims of the service is to minimise the consequences of crime both emotionally and financially. In order to achieve this, ITAS mediates with the Garda, embassies, airlines and other agencies, for those who need assistance. We also work closely with the tourism and hospitality industry to meet the immediate needs of tourists who are left stranded as a result of crime. Through the goodwill of the industry, ITAS offers complimentary accommodation, meals, transport and other relevant support in situations where tourists require this emergency assistance. ITAS offers a free and confidential service and operates seven days a week throughout the year. Two full-time staff are employed by ITAS and nine part-time staff are employed through the Department of Social Protection’s community employment scheme. We have a number of volunteers that can provide translations and interpreting if required over the telephone.
The service deals with all types of crime - thefts, serious assaults and even homicide. However, the majority of tourists who seek assistance from ITAS are victims of theft. Our main priority is to address tourists’ immediate needs. In doing this we allow them to regain control of the situation in which they find themselves. Since its inception ITAS has assisted nearly 13,000 tourists, 87% of whom continued their holiday plans.
For 14 years, ITAS had its office in the Garda headquarters in Harcourt Square, Dublin 2, which was ideal for the seven day a week service. Since 2009 ITAS has been operating out of two locations. From Monday to Friday we have an office in the Refugee Appeals Tribunal building in Hanover Street East, Dublin 2, and at weekends and public holidays we have an office in the reception area of Store Street Garda station. This is very confusing and affects the continuity of the service. The main office is very difficult to find and for a tourist who has been a victim of crime and not familiar with the city it poses serious problems. It is also in an area that is prone to criminal damage and vandalism. While we are grateful to all involved for accommodating the service, the situation is far from ideal. In order to best assist tourists, we require a city centre location which is accessible seven days a week. We intend to raise the issue with the Department but any support the committee can provide would be appreciated.
The 2012 EU directive establishing minimum standards on the rights, support and protection of victims of crime must be implemented by EU member states including Ireland by 16 November 2015. The directive is legally binding and will ensure that all victims of crime will be entitled to the same rights, support and protection, regardless of where in the European Union the crime was committed. Among the many new rights is the right of the victim to receive information throughout the criminal justice process. The onus will be on the state to ensure that victims are kept informed about any developments in their case. It also establishes an obligation on member states to inform victims about support services and other relevant information when reporting a crime.
Many victims find it difficult to receive information about their case. When a tourist returns to his or her home country, contacting the Garda station for information can be very costly and time consuming as in many cases the garda is not on duty. There is currently no way to contact the Garda or Garda station via e-mail. The UK has introduced TrackMyCrime, a service that allows victims of crime to access the progress of the investigation of their crime as well as contact the officer leading the investigation. This would be useful for all victims of crime but particularly so in cross border cases.
Between 85% and 90% of tourists who receive assistance from ITAS are informed of the service by the Garda Síochána. Even though we receive great co-operation from the Garda Síochána, ITAS only assists between 10% and 12% of all tourists who report a crime in Ireland. We know from previous research that 96% of tourist victims of crime who received support from ITAS said that they would still recommend Ireland as a tourist destination. This is an excellent indicator of the positive role the service plays in managing negative experiences.
The directive requires all member states to facilitate referrals from the police and other relevant agencies to victim support services. The introduction of data protection legislation saw the reduction in referrals of victims to victim support services and as such a reduction in the number of victims accessing support. Currently, gardaí must seek consent from victims prior to referral to support services. This process is subjective and some victims may not be asked if they want to access support services. Also the approach by which they are informed about services may deter them from seeking help.
We believe victims of crime should automatically be referred to support services unless they express a wish not to be referred. Tourists by their very nature require immediate assistance in the aftermath of crime. With the introduction of the directive, all victims have the right to access support services. We look forward to receiving information from the Department and-or relevant agencies on the facilitation of referrals and we will work in conjunction with them if required to assist in any way that we can in this process.
ITAS is a registered charity and receives funding from both public and private sources. In 2013, ITAS’ income was €112,000. This was not sufficient to cover its costs. In the past number of years the company’s income has reduced by approximately 20%. ITAS has assisted a greater number of tourists in this time with fewer resources at its disposal. With a potential 90% increase in referrals to the service, extra financial resources are not only required for the effective operation of the service but for its survival.
ITAS is recognised as leading the field in Europe in terms of the assistance it provides to tourist victims of crime. In the past we have had interested parties on research visits from England, Austria, Portugal, Malta and New Zealand. Currently we are offering information and advice to victim support in England and Scotland as they plan on setting up a similar service to assist visitors to their countries who become victims of crime.
We are honoured by the awards that ITAS has gained internationally. In 2004, Ann Meade, a founding member, was awarded an MBE in recognition of the service provided to British visitors and in 2008 Bernard Lavelle, manager and former volunteer, was made a cavalierein the Order of the Star of Italian Solidarity by the President of Italy for the support which ITAS has provided to its citizens. Later this year President Michael D. Higgins will host an event to mark the 20th anniversary of ITAS at Áras an Uachtaráin. The service that ITAS provides makes a positive difference to the experiences of tourist victim of crime. Most tourists believe that a crime can occur anywhere but it is how it is dealt with that influences first of all how they will recover but also their perception of the country and the people where the crime occurred.
I thank the committee for taking the time to listen to me.

David Stanton (Cork East, Fine Gael)
Link to this: Individually | In context | Oireachtas source

I thank Ms Kennedy for her presentation and congratulate her on the work being done by ITAS. I congratulate her on the awards received and the award it is about to receive on its 20th anniversary. Perhaps I can ask two questions. What is the source of ITAS' funding? Why does Ms Kennedy expect a 90% increase in referrals?

Ms Lisa Kennedy:

As I said, we receive funding from both private and public sources. Our main funding comes from the Commission for the Support of Victims of Crime through the Department of Justice and Equality and Fáilte Ireland. We also get donations from the industry that benefits from tourism, the Irish Hotels Federation, the Vintners' Federation, the Vintners' Association and the beneficiaries of tourism.

In regard to the Chairman's second question, following the introduction of the EU directive there will be an obligation on the Garda and other agencies to give information. Victims of crime will have a right to information. Included in this will be the right to receive information on support services. That is why we anticipate that more people will take up the offer. Currently, there is no obligation to give information.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

I welcome Ms Kennedy and Mr. McPartlan to the committee. I commend their work which is a valuable service. Having listened to the presentation there is huge potential for it being a bigger and more effective service. In her presentation Ms Kennedy said the service had assisted 13,000 tourists since it commenced 20 years ago. How does that compare with other EU capitals - London, Barcelona and Madrid?

Ms Lisa Kennedy:

In terms-----

David Stanton (Cork East, Fine Gael)
Link to this: Individually | In context | Oireachtas source

Do other countries have a comparable service?

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

In Ireland 13,000 people have been affected by some sort of crime or theft.

Does that figure jump out at Ms Kennedy or is it low compared to other EU capital cities?

Ms Lisa Kennedy:

Unfortunately, many member states do not categorise the crime as having occurred against a tourist. They do not have comparable data whereas in Ireland, tourist crime is categorised as being a crime involving a tourist or a visitor to the country. We can say that compared to the number of tourists entering the country, we are very safe. The rate of crime against tourists is quite low.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

That is the point I am making. It is quite low compared to other capital cities.

Ms Lisa Kennedy:

I would imagine so, yes, even though there is no comparable data.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

That is what I want to find out. I attended a convention in the National Convention Centre last night attended by 600 delegates from the tourism industry who told me that they felt very safe in Dublin. I was pleasantly surprised to hear that. They came from all over the world and over the four days in Dublin were expected to spend over €4 million. While having a drink I sussed them out to see what they really thought but they said they felt very safe in Dublin, and I was delighted to hear that.

My second question relates to the location of the service's office. If I was a victim of crime I would have difficulty finding Hanover Street or the Garda station in Store Street. That is a major issue from Ms Kennedy's point of view. Would she consider locating the service's premises on O'Connell Street or some other prime location to ensure that a tourist who has been mugged or robbed can walk into her office without having to go to Dublin 2 or some side street? That is a major issue.

Ms Lisa Kennedy:

It is a huge issue because tourists who are victims of crime are not familiar with the city. When we were located in the Garda headquarters in Harcourt Square it was easier even to explain to them how to get to our office because it was at the top of Grafton Street and they all knew the shopping areas. With regard to finding another premises, resources are always a huge issue in terms of the service and we do not have the resources to relocate.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

I see a figure of €112,000 in funding, topped up with some private funding. Would the restaurant sector or-----

Mr. Kevin McPartlan:

To correct the Deputy, that is the total figure. It is not €112,000 of-----

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

Plus the extra-----

Mr. Kevin McPartlan:

There is no extra.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

That is the total revenue for the year.

Mr. Kevin McPartlan:

That is the entire amount from a combination of those sources.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

That is a very low budget. Having listened to the submission I believe the support from the tourism sector should be stronger because it is a good service for its consumers.

Ms Lisa Kennedy:

It is, but it is still a difficult climate and it is very difficult to get sponsorship from people.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

The Chairman referred to providing services. If I was robbed or mugged walking down O'Connell Street and I reported it to the gardaí, what services would be provided to me?

Ms Lisa Kennedy:

What do we provide?

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

Yes.

Ms Lisa Kennedy:

Tourists usually visit the office. We are a nationwide service. A tourist outside Dublin will not visit the office but we offer a helpline service or information and assistance over the phone.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

In most cases is that given over the phone?

Ms Lisa Kennedy:

No. Most of it is given in the office but if the crime occurred outside Dublin, it would be given over the phone. If tourists need to come to Dublin we can arrange complimentary transport for them to do so. As I said, our priority is to try to minimise the financial outlay because in many cases the tourists are left stranded without money. We get great support from the industry. If a tourist is stranded we can offer accommodation. In many cases something will happen over a weekend. They may be due to fly on Sunday evening but because their passport has been stolen, they must remain in the country. We can at least offer them complimentary accommodation, complimentary meals and transport. We receive all that support from the industry and they are not left out of pocket in that respect. We offer emotional support also in terms of organising telephone calls to their families, money transfers, liaising with embassies and rescheduling flights with airlines. The airlines help us by not charging for the reissuing of a ticket, which for a family of four can cost €400. We receive that benefit-in-kind assistance from the industry and it does help enormously.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

When one experiences a crisis in a foreign country, accommodation and emotional support are the two immediate needs. Ms Kennedy's organisation provides that service.

Ms Lisa Kennedy:

Yes, we do.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

That is fantastic. Well done.

Mr. Kevin McPartlan:

I refer to the Deputy's question about funding. We are in a very difficult situation in that we are acutely aware of our responsibility to Ireland's tourist offering, and it comes back to the Deputy's first question about how Ireland rates as a safe destination for tourists. If we do a lot of campaigning to raise money through ordinary fund-raising routes which involve publicity, we are raising the profile of the threat of crime to tourists in Ireland, which we are not interested in doing because it is not useful.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

That is a good point.

Mr. Kevin McPartlan:

It is important that the bulk of our funding comes from public sources.

Finian McGrath (Dublin North Central, Independent)
Link to this: Individually | In context | Oireachtas source

Under the radar.

Mr. Kevin McPartlan:

Yes.

Martin Conway (Fine Gael)
Link to this: Individually | In context | Oireachtas source

I thank the witnesses for an interesting presentation. As Deputy McGrath said, it makes sense that the office should be in a city centre location. Why did the organisation move its premises from the Garda headquarters? It made sense to be located just off Harcourt Street because there are many tourist attractions near St. Stephen's Green.

Ms Lisa Kennedy:

There was an expansion of offices within the Garda Síochána. It needed to be facilitated in that regard and, unfortunately, we had to move our office. That was the situation in which we found ourselves, and we were given alternative accommodation.

Martin Conway (Fine Gael)
Link to this: Individually | In context | Oireachtas source

Did the witnesses feel abandoned?

Ms Lisa Kennedy:

Can I say "Yes"? It was a perfect location. We were modelled on the Amsterdam Tourist Assistance Service, which has its offices in the main police station in Amsterdam. That is the reason we were initially located in a Garda building. Tourists required this immediate support and it was felt that it would facilitate swift referral from Garda stations to Garda headquarters.

Martin Conway (Fine Gael)
Link to this: Individually | In context | Oireachtas source

Could the organisation use a former Garda station that could be centrally located?

Ms Lisa Kennedy:

We will certainly look at that to see if it would be possible.

David Stanton (Cork East, Fine Gael)
Link to this: Individually | In context | Oireachtas source

The Senator's questions are excellent as usual. In terms of where he is going with the questioning, this committee might interact with the Minister and the Department and request that this be examined again, which would be useful.

Ms Lisa Kennedy:

We would appreciate that.

Martin Conway (Fine Gael)
Link to this: Individually | In context | Oireachtas source

I am very interested in the TrackMyCrime system that operates in the United Kingdom, and Ms Kennedy is proposing that something similar should be adopted here. How does that work? Is it effective and efficient? It is amazing that one cannot e-mail a Garda station in this day and age but TrackMyCrime appears to be a good idea. Ms Kennedy might tell us more about it.

Ms Lisa Kennedy:

It was introduced in the UK in Avon and Somerset police stations and is being rolled out across the UK. I believe it will operate similar to online banking in that one will have a reference number and one will log in to find information on the status of one's crime. One can then communicate with the investigating garda who can communicate back to the person. It is interactive, which will be a good service in cross-border cases in particular because tourists spend a lot of money phoning, and the garda may be off duty or whatever. Our service is involved with the Victims' Rights Alliance which is doing work on that. We would very much welcome such a system being introduced here because it would be great for victims of crime.

Martin Conway (Fine Gael)
Link to this: Individually | In context | Oireachtas source

It is something that would help all victims, not just tourists.

Ms Lisa Kennedy:

Absolutely, and it is not prohibitive cost-wise.

Martin Conway (Fine Gael)
Link to this: Individually | In context | Oireachtas source

The witnesses want the victims of crime to be automatically referred to its organisation.

ITAS operates on a budget of €112,000 currently, but if all tourist victims of crime are automatically referred to it, that will mean a 90% increase in referrals and require a budget of €1 million. Where will that come from?

Mr. Kevin McPartlan:

It is not so much that we want all those referrals but that the State will be obliged, from November 2015, to refer these victims to the appropriate services. We are the only appropriate service for tourist victims of crime, but currently we are only getting 10% of the victims referred to us. While we are not seeking more, there is an obligation on the State to provide a service. Funding must increase for this. Ms Kennedy is our CEO and deals with the operational management of the service. I am a member of the board of directors and it is a concern for us that we may not be able to meet the new needs.

Martin Conway (Fine Gael)
Link to this: Individually | In context | Oireachtas source

There is probably an argument for funding from the system being put in place to replace the courts poor box system. The Government will be faced with a dilemma next year. In a situation where we have automatic referral and ITAS is on a shoestring budget, the system will not work. Something will break somewhere along the line.

Seán Kenny (Dublin North East, Labour)
Link to this: Individually | In context | Oireachtas source

I thank Ms Kennedy and Mr. McPartlan for their presentation. I congratulate them on the work they do and the award they have received. In general, there is a kind of blind spot in regard to crime against tourists because local police are inclined to believe that since the person is going to return home, he or she will not be able to bring the criminals to court because the tourist would be required to return for the court case. These are the types of difficulties around the issue of crime against tourists.

Dublin City Council had a crime committee and we have had local joint policing committees, but I have never heard crime against tourists discussed at any of these committees. Nevertheless, it does happen. I am aware in particular of targeting of tourists on the Luas, between Heuston Station and Abbey Street, with cameras, wallets and documents being stolen frequently. This issue is also a matter for the National Transport Authority and has been raised with it. Little is done because the tourist returns home, but such crime is not good for our tourism image. It is particularly damaging when it happens in a confined area around the city centre. Crime against tourists is just one of the problems that exists on the red Luas line, but has ITAS ever raised the issue with the NTA or the Luas operators? They have security on the Luas lines, but perhaps it is not adequate because crime against tourists is low down on the priority scale. Has ITAS been in touch with them?

In regard to premises, Dublin City Council has a city wide crime committee and deals with crime in general in the city. Perhaps if the Garda has thrown ITAS out of its premises in Harcourt Street Garda station, ITAS should contact the city council which might be able to offer some of its offices.

Ms Lisa Kennedy:

We have not been in contact with the Luas authorities, but we do engage with the Garda and other tourism bodies if we are aware of a particular area where we feel tourists are being targeted. The Deputy's points are worth noting and we will pick up on them and discuss the issue with the Luas authorities.

We have not approached Dublin City Council, but the suggestion made is useful and I thank the Deputy for making it.

David Stanton (Cork East, Fine Gael)
Link to this: Individually | In context | Oireachtas source

Does anybody else wish to make a point or ask a question? Was mention made of a tourist victims ombudsman at some stage?

Ms Lisa Kennedy:

In my submission, I mentioned a victims of crime ombudsman to deal with complaints, particularly now with the introduction of the directive. Currently, there is no complaints system in place for victims of crime, not just tourists. An ombudsman system would be useful to deal with complaints from victims of crime whose rights have been breached.

David Stanton (Cork East, Fine Gael)
Link to this: Individually | In context | Oireachtas source

Will the EU directive have any other effect that should be highlighted?

Ms Lisa Kennedy:

The main issue is the provision of information to tourists. Translation and interpreting provisions for tourists might also be in order. I have highlighted the fact that the main issues for us are the provision of information and the facilitation of referrals to the service.

David Stanton (Cork East, Fine Gael)
Link to this: Individually | In context | Oireachtas source

Ms Kennedy mentioned the opt-in opt-out system. Are there any data protection issues in that regard?

Ms Lisa Kennedy:

We think so and that may need to be considered. That said, I believe both the United Kingdom and Scotland implement this system. I am not 100% sure of how it operates, but I believe police provide the information and the victim decides there and then whether to supply their details to victim support. This can be done at the early stages when a report has been taken. The Garda could inform the victim of the services and ask there and then whether the victim wants to avail of them.

David Stanton (Cork East, Fine Gael)
Link to this: Individually | In context | Oireachtas source

I thank the delegates from ITAS for being here. Their visit has been very interesting. They are doing tremendous work and the potential for further development of their services is huge. The questions put by Senator Conway and others suggest we may write to the Minister to ask her to consider assisting in whatever way she can, particularly in view of the directive coming into effect. I ask ITAS to feel free to re-engage with us in the future if it feels there are other issues it wishes to bring to our attention.