Aengus Ó Snodaigh (Dublin South Central, Sinn Fein)
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18. To ask the Minister for Social Protection her response to the annual report of the Office of the Ombudsman 2014 regarding the cases involving her Department; and if she will make a statement on the matter. [24783/15]

Joan Burton (Dublin West, Labour)
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I welcome the publication of the Office of the Ombudsman 2014 annual report. The Ombudsman provides a valuable and essential service in ensuring that all citizens have an independent and accessible channel to raise complaints about State services.

The number of complaints received in respect of the Department of Social Protection (DSP), increased to 898 in 2014 from 491 in 2013. However seen in the context of the scale of DSP business, which in 2014 included 84.8 million scheme payments made, more than 1.1 million control reviews carried out and some 8.1 million telephone calls answered, the overall statistics are a very positive indication of service. Many of the complaints received about the Department are dealt with expeditiously, sometimes over the phone.

The annual report shows that of the DSP cases completed in 2014, 106 were upheld, but 255 were not upheld. In addition, a substantial number were discontinued as premature.

As the Ombudsman has stated, given the nature and scale of the DSP services the number of complaints is not disproportionate.

The report also specifically references five DSP case studies. These concerned an overpayment, a bereavement grant, two habitual residence condition (HRC) decisions and a rent supplement case. Four of these cases were resolved through a revised decision of the Social Welfare Appeals Office where additional information was available and in the other case a revised decision issued by DSP.

As the circumstances of each case is different, it is not always possible to draw general conclusions which are applicable in other cases. However, in the bereavement grant case drew attention to an error, and following this case the Department put new structures in place to avoid a recurrence.

In relation to the overpayment case, it is important to point out that where substantial debts are owed to the State, there is an obligation on the Department to make best efforts to collect them. However in this case the Chief Appeals Officer ruled that the repayment should not be sought in the light of the medical circumstances and evidence submitted.