Richard Bruton (Dublin Bay North, Fine Gael) | Oireachtas source

When Caranua has completed its work, it will report to me. This is the latest that I have. The reply to the Deputy's question states that I hope to receive the report shortly. I presume that represents very considerable progress on the work but I am also pointing out that since our debate earlier, there have been significant efforts and work by Caranua with my Department to ensure that the procedures regarding customer service support are improved. The very issues that were raised here about delays, face-to-face time and the ways in which issues were being handled were issues of particular concern. The Department and Caranua have been taking steps to address these, and I hope people are seeing some improvement as a result. There is an appeal process. We will monitor the level of appeals and complaints that occur in an attempt to make sure that the changes being made are being reflected in better performance regarding those very sensitive areas. I hope there is improvement being reflected in the efforts being made in the experience of those dealing with Caranua.

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