Damien English (Meath West, Fine Gael)
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Question 295: To ask the Minister for Social and Family Affairs if his Department intends using voice recording for all telephone queries to it by members of the public as a tool for quality control and staff training; his Department's policy on this issue; and if he will make a statement on the matter. [16380/08]

Martin Cullen (Waterford, Fianna Fail)
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My Department is committed to delivering a high quality customer service for customers, including those who prefer to contact us by telephone. Calls are dealt with in our local office network as well as in our headquarter offices. In recent years investments in telephone technology, along with continued emphasis on staff training, has facilitated the introduction of enhanced LoCall telephone services for customers.

At present, telephone calls from customers to offices of the Department are not recorded. However, the Department intends to follow industry best practice in both customer services and in staff training and development, and is currently investigating the introduction of call recording for quality control and training purposes.