Tommy Broughan (Dublin North East, Labour)
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140. To ask the Minister for Social Protection the waiting times for social welfare appeals to be decided in the years 2011, 2012 and 2013, including the key social protection benefits and allowances. [3520/14]

Joan Burton (Dublin West, Labour)
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The average appeal processing time for 2011, 2012 and 2013 broken down by all social welfare scheme types is outlined in the tables below.

The average processing time for all appeals peaked in 2011 at 52.5 weeks for an oral hearing and 25.1 weeks for a summary decision. In 2012, processing times improved by 10.3 weeks when the average time for an oral hearing was 39.5 weeks while there was a slight increase to 27.8 weeks for a summary decision. This improvement continued in 2013 to 33.9 weeks for an oral hearing and 25.8 weeks for a summary decision.

There has been a rapid and sustained increase in the number of appeals received in the Social Welfare Appeals Office since 2009 which has placed extraordinary pressure on the office. Up to 2009, the average number of appeals received was 15,000 per annum whereas in 2012, the number of appeals received peaked at 35,484, reducing to 32,777 appeals in 2013.

In order to manage this increasing workload, significant resources and efforts have been put into reducing backlogs and improving appeals processing times for appellants, including the assignment of 15 additional Appeals Officers, in addition to 10 former Community Welfare Service Appeals Officers who joined the appeals office in 2011, bringing the total number of serving Appeals Officers to 41; reviewing and improving business processes; and implementing a new operating model within the appeals office. A major programme of process redesign and modernisation is also underway in the Department in relation to many of its scheme areas, aimed at reducing backlogs and reducing the time taken by the Department to respond to requests from the appeals office for submissions in relation to appeals.

In addition to the improvements in processing times mentioned above, these measures have also led to a significant increase in the number of appeals finalised in the appeals office from 17,787 in 2009 to 38,421 in 2013. An additional 5,863 appeals were finalised in 2013 compared to 2012. Good progress has also been made in reducing the number of appeals on hand from 20,414 at 1 January 2013 to 15,095 at 20 January 2014.

Appeal processing times are calculated from the registration date of the appeal to the date of its finalisation. They include all activities during this period including time spent awaiting any clarification from the appellant, time in the Department for comments by the Deciding Officer on the grounds of appeal put forward by the appellant, and any further investigation, examination or assessment by the Department’s Inspectors and Medical Assessors that is deemed necessary. A considerable period of time is added to the process when an oral hearing is required because of the logistics involved in this process. While this process carries an inherent delay in terms of finalising an appeal, it also crystalises the flexibility and accessibility of the appeals system.

By its nature and because it is a quasi-judicial function, the processing of appeals takes time and reflects the fact that, by definition, the appeal process cannot be a quick one.

The Social Welfare Appeals Office functions independently of the Minister for Social Protection and of the Department and is responsible for determining appeals against decisions in relation to social welfare entitlements.

Appeals processing times by scheme 2011 – Summary and Oral