Bernard Durkan (Kildare North, Fine Gael)
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44. To ask the Minister for Social Protection the extent to which she may continue to improve the time taken to process appeals in respect of various social protection payments; and if she will make a statement on the matter. [47332/14]

Joan Burton (Dublin West, Labour)
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The average appeal processing time for 2012, 2013 and 2014 broken down by all social welfare scheme types is outlined in the tables below.

Appeal processing times peaked in 2011 when the average time for an oral hearing was 52.5 weeks and for a summary decision was 25.1 weeks. In 2012 the average processing time for an oral hearing dropped to 39.5 weeks and the time for a summary decision increased slightly to 27.8 weeks. Further improvements were achieved in 2013, when the average appeal processing time reduced to 33.9 weeks for an oral hearing and 25.8 weeks for a summary decision, and also in 2014. As at 30 November 2014, the average time taken to process an appeal requiring an oral hearing was 28.7 weeks and for a summary decision was 21.4 weeks.

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. 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.

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.

In addition to the improvement in processing times, these measures have also led to a significant increase in the annual 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 9,769 at 1 December 2014.

In addition the Department has undertaken a process of reform in many of its scheme areas aimed at reducing the time taken to respond to requests for submissions in relation to appeals. It is anticipated that with these improvements, the processing times for appeals will continue to improve. Appeal processing times are kept under continual review in the Social Welfare Appeals Office.

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.

2012 - Appeals Processing times by scheme 1/1/2012 - 31/12/2012