David Stanton (Cork East, Fine Gael)
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Question 264: To ask the Minister for Social and Family Affairs the steps his Department is taking to ensure that eligible persons are made aware of their social welfare entitlements; and if he will make a statement on the matter. [4476/06]

Séamus Brennan (Dublin South, Fianna Fail)
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The provision of information in a clear and accessible manner is an essential element in the effective delivery of social welfare services. The underlying objective of my Department's information policy is to ensure that all citizens are made aware of their entitlements under social insurance, social assistance and other supports and are kept informed of changes and improvements as they occur.

My Department provides a comprehensive information service at local and regional level through its extensive network of offices throughout the country. We have approximately 130 offices at local level through which customers can obtain information and guidance in relation to their entitlements. This locally based service is supported by a central information unit which uses a variety of methods of communication to ensure that customers are aware of the full range of services available to them and of any improvements or new services which are introduced from time to time.

My Department produces a comprehensive range of information leaflets and booklets covering each social welfare payment or scheme and these are widely available at local social welfare offices, from post offices and from other agencies such as Comhairle and the community information centres. These leaflets are regularly revised to ensure that the public is kept up to date with information regarding its entitlements. All of my Department's information booklets can be ordered free of charge from our lo-call leaflet line 1890 20 23 25. In addition information on all our schemes and services are available on the Department's website, www.welfare.ie. Information leaflets can also be downloaded from this site.

Information regarding changes and improvements to schemes and services is advertised in the national and provincial media and through fact sheets, posters and direct mailshots. A freephone service is used to advise customers of new schemes or improvements to existing schemes at particular times of the year, for example, a freephone service is operated at budget time.

My Department seeks feedback from customers to ascertain their satisfaction with the quality of information services being provided, so that we can tailor the delivery of these services to meet their needs. Customer panels and customer surveys are among the mechanisms used for this purpose. The findings of these surveys are, in the main, very positive and show a high satisfaction rating with the services provided.

Comhairle, the national information agency, under the aegis of my Department has responsibility for supporting the provision of independent information, advice and other supports to citizens, including those with disabilities. Citizen information centres based in 247 locations provide information to members of the public on the full range of social services. My Department works closely with and provides funding for certain voluntary organisations, which provide welfare rights and information services for their targets groups. I am satisfied that my Department is taking all necessary steps in order ensure that people are made aware of their entitlements.