Aengus Ó Snodaigh (Dublin South Central, Sinn Fein)
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100. To ask the Minister for Social Protection if her attention has been drawn to the fact that 491 complaints were made to the Ombudsman about her Department last year; and the steps she will take to prevent the reoccurrence of failings identified by the Ombudsman. [24117/14]

Joan Burton (Dublin West, Labour)
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I welcome the publication of the Ombudsman’s 2013 annual report and the Department will examine its contents in detail with a view to ensuring issues of concern are addressed.The 491 complaints relating to the Department of Social Protection, represents a continuing drop over the last number of years in complaints to the Ombudsman regarding the Department’s decisions, as follows:

2013 – 491

2012 – 624

2011 – 1135

These numbers must be seen in the context of the scale of the Department’s business i.e. some 2.1 million claims were processed in 2013 in addition to 1.1 million claim reviews. It is considered the overall statistics are a positive indication of service. For example Supplementary Welfare Allowance complaints are down to 51 in 2013 compared to 335 in 2011. When the outcomes of complaints to the Ombudsman are examined, over half or 55% of DSP complaints were not upheld, compared to 51% in 2012. It is important to emphasise that staff in this Department are very conscious of their obligations to claimants and every effort is made to ensure people receive the entitlements due to them.