Ruairí Ó Murchú (Louth, Sinn Fein)
Link to this: Individually | In context | Oireachtas source

6. To ask the Minister for Employment Affairs and Social Protection the current waiting times at the Social Welfare Appeals Office; if additional resources will be allocated to it; and if she will make a statement on the matter. [25416/24]

Ruairí Ó Murchú (Louth, Sinn Fein)
Link to this: Individually | In context | Oireachtas source

I wish to ask about the current waiting times at the appeals office and if additional resources will be allocated to it. The Minister gave a general answer in respect of the times involved. We dealt with the issue of hubs previously. Some of the teething problems seem to have been sorted out but we seem to have a backlog. The sooner this can be dealt with, the better.

Heather Humphreys (Cavan-Monaghan, Fine Gael)
Link to this: Individually | In context | Oireachtas source

I thank the Deputy for raising the matter. The social welfare appeals office is an office of the Department of Social Protection which is responsible for determining appeals against decisions in respect of social welfare entitlements. Appeals officers are independent in their decision-making functions.

The office is currently finalising its annual report for 2023, with the data showing that the overall average processing time for an appeal was 16 weeks. For an appeal decided without an oral hearing, the average processing time was 17.6 weeks and for those with an oral hearing, it was 29.2 weeks.

Significant efforts and resources have been devoted to reforming and streamlining the appeal process in recent years. A modernisation project is under way to develop and implement a new appeals business process and IT system. As part of this project, 12 additional administration staff have been added to the appeals team. In addition, ten appeals officers have been appointed this year to replace those who have retired or moved to new roles. This project aims to provide an enhanced and responsive appeals service for customers. A new IT system was introduced on 6 November 2023. The next phase of the system, which will be implemented in quarter 3 of 2024, will provide functionality on the MyWelfare platform for making appeals online.

The new system has already significantly reduced the time taken to register and acknowledge appeals lodged with the appeals office and, in time, will reduce the overall average processing times.

The chief appeals officer continues to monitor processing times and every effort is made to reduce the time taken to process an appeal. However, the drive for efficiency must be balanced with the competing demand to ensure that decisions are consistent and of high quality and are made in accordance with the requirements set out in primary legislation and in regulations and the general principles of fair procedures and natural justice. In order to streamline the process and provide for specific response timelines, a draft new set of regulations was prepared and discussed at an Oireachtas committee and also issued for public consultation. These are now being finalised to take account of responses received and when implemented, will enable a more transparent and efficient appeals process.

Ruairí Ó Murchú (Louth, Sinn Fein)
Link to this: Individually | In context | Oireachtas source

We would all welcome any streamlining of systems, whether the IT systems or the process generally. My office still encounters issues. We are dealing with a particular carer's benefit appeal that has been hanging around since February. Average timescales are sometimes made up of some cases that are all right and other cases that are very difficult. Some cases take too long to resolve. It is a matter of dealing with that.

I will send on one or two of these issues to the Minister. In fairness, the response time from the Minister and the Department is generally decent. I am not alone in saying that there seems to be a particular issue with the appeal line for TDs and representatives to which we all have access. Sometimes you cannot get through but when you do, it is a good service. There seems to be an anomaly there. If that could be checked out, it would be useful for our constituents, whatever about TDs.

Heather Humphreys (Cavan-Monaghan, Fine Gael)
Link to this: Individually | In context | Oireachtas source

To tell the truth, my constituency office staff also use the appeal line for TDs and representatives. We all deal with social welfare appeals in our constituency offices. What happens in the vast majority of cases, as we know, is that not all the medical information is provided at the start and the application is turned down. Once that happens, you are into review and appeals.

The reviews can be quicker but I do accept that we need to do more to make the appeals process work better for people. Deputy Stanton also raised this matter this evening. Some appeals do take too long and that is it. I would say to the Deputies if they have appeals that are taking a long time bring them to my attention and I will come back to them. If I see the examples then I have a stronger case when I point out that perhaps we need to do something differently. A big piece of work is under way in the Department to modernise the appeals process so there will be an online service. This will be of benefit.

Ruairí Ó Murchú (Louth, Sinn Fein)
Link to this: Individually | In context | Oireachtas source

I am very supportive of modernising the appeals process, particularly any system involved. The sooner, the better, the quicker and the faster. We would all agree with this. I have no difficulty in passing on the information to the Minister. I was not going to say this but I thank the Minister with regard to the issue we dealt with previously. People are very supportive of it. What we need to get into particularly is ensuring the systems are good enough and that people can get what they are entitled to. Not for the first time I may slightly go off on a tangent from the question rather than just repeating again what I said. Earlier the Taoiseach brought up the means test for carers and he said he believed it was too mean. He spoke about the income disregard that will be dealt with this week. Will the Minister give an update on this if it is possible? I realise I am throwing this out.

Robert Troy (Longford-Westmeath, Fianna Fail)
Link to this: Individually | In context | Oireachtas source

I thank the Leas-Cheann Comhairle for allowing me in. I welcome the fact the Minister is committing to streamlining and improving the appeals process. As other speakers in the House have alluded to, I deal with constituents who are faced with lengthy waiting periods for having their appeals heard. I suggest the Minister puts a time limit on when appeals can be heard. Any applicant for a social welfare payment must make an appeal within 21 working days or the appeal will not be taken on board. Anything that is time bound focuses the mind and makes people an awful lot more efficient. I always use the example of local authorities dealing with planning applications. Planning applications have to be dealt with because it is prescribed in law that they must be dealt with in eight weeks and they are dealt with. People will return their further information within six months or the application is deemed to be withdrawn. I honestly believe that throughout our public service we need to bring in timelines as to when a decision must be made. I ask the Minister to take this on board.

Heather Humphreys (Cavan-Monaghan, Fine Gael)
Link to this: Individually | In context | Oireachtas source

I will increase the income disregards for carers and this will kick in next week. It will be increased. It is important that we do this. It is part of the budget and it is starting next week. The online service we are putting together is a new process. Online applications will be quicker than paper applications. It will be like the passport service. The online service is very quick, in fairness to the Passport Office. A few years ago we were looking at long delays for passports. The online system has managed to change this and turn it around. The Deputies see as well as I do that when people submit stronger medical evidence a lot of the time their appeal is successful. It takes longer if they do not provide the evidence in the first place and if it is not there. If I have one message for people it is to put all of their medical reports with their application at the start. I have asked the officials to look at the application forms and the guidelines to make them clearer. The Deputies have come forward with suggestions this evening and I will take them on board. By the way, the income limit for carers will be that couples can earn up to €900 a week and a single person can earn up to €450 a week. They will kick in next week.