Stephen Donnelly (Wicklow, Independent)
Link to this: Individually | In context | Oireachtas source

210. To ask the Minister for Finance if his attention has been drawn to the fact that Permanent TSB is using an autodial facility to phone customers with distressed loans several times per day; if he condones such actions; and if not, if he will immediately instruct PTSB to desist; and if he will make a statement on the matter. [2500/13]

Michael Noonan (Limerick City, Fine Gael)
Link to this: Individually | In context | Oireachtas source

As the Deputy will be aware Permanent TSB manages its distressed loan portfolio from a dedicated Asset Management Unit (AMU) which Permanent TSB informs me has been developed in line with best international practice especially for this purpose. I have been informed by the bank that, while the AMU is built around the bank’s customer services team, as part of its operations the unit does employ what is commonly referred to as an auto dialler. This is an automated phone system which manages a large volume of outbound and inbound calls. Permanent TSB assures me that this system has played a key role in helping the bank to prevent many customers from falling into arrears.

Permanent TSB informs me that management of the AMU is responsible for establishing the operational protocols governing the use of the auto dialler and ensuring that they comply with the Code of Conduct on Mortgage Arrears (CCMA) particularly in respect of the number of calls made to individual customers and the timing of such calls.

The bank’s management also informs me that a review of the system’s records has demonstrated that the system operates within all the relevant regulations relating to the level of engagement which a bank may have with a customer in arrears.

As per the Memorandum on Economic and Financial Policies agreed with the EU Commission, the ECB and the IMF and the Relationship Framework agreed with Permanent TSB I recognise that the bank remains a separate economic unit with independent powers of decision. A copy of the Relationship Framework can be found at:

The Board and management team retain responsibility and authority for determining the bank’s strategy and commercial policies and conducting its day-to-day operations. I will ensure that the investment in the bank is managed on a commercial basis and will not intervene in day-to-day management decisions of the bank.