Gary Gannon (Dublin Central, Social Democrats)
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880. To ask the Minister for Employment Affairs and Social Protection if household social welfare inspections are permitted to take place under level 5 [32873/20]

Heather Humphreys (Cavan-Monaghan, Fine Gael)
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My Department is considered to be an essential service and will continue to provide customers with access to it's services, as appropriate, during the course of the current Level 5 restrictions. This includes, but is not limited to, ensuring that all claims and applications for payment are processed in as timely a manner as possible.

As part of my Department's obligations to ensure proper delivery of its service and compliance with the various scheme conditions, Social Welfare Inspectors are required to carry out a range of inspections including desk-based assessments of customer claims, face-to-face interviews with customers, home visits, and audits of employers’ PRSI records.

In accordance with Level 5 restrictions, public health advice and in the interest of the health and safety of both customers and staff, the Department will seek to fully meet its obligations while limiting, to the greatest possible extent, any face-to-face interviews with customers, including routine inspections, while the current restrictions apply.

I hope this clarifies the matter for the Deputy.

Gary Gannon (Dublin Central, Social Democrats)
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881. To ask the Minister for Employment Affairs and Social Protection if she will enact a review for social welfare inspections; and if she will make a statement on the matter. [32874/20]

Heather Humphreys (Cavan-Monaghan, Fine Gael)
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Social Welfare Inspectors operate under a code of practice which sets out the manner in which they are required to deal with customers. They are required to carry out a range of inspections and reviews including desk-based assessments of customer claims, face-to-face interviews with customers, home visits, and audits of employers’ PRSI records.

My Department also has a Customer Charter in place which sets out what a customer should expect when they contact, or are contacted by, the Department.Customer complaints in relation to Social Welfare Inspectors or any other staff, are dealt with by local management and disciplinary action if deemed to be warranted may be activated by the central Human Resources Division.

I should emphasise that where a customer is unhappy about any aspect of their dealings with the Department, they can make a formal complaint at any time through the Department's website Gov.ie using the .

Alternatively, any customer can make contact by phone, letter, or email a member of staff who will record the complaint on their behalf. All complaints are dealt with promptly, fairly, impartially, and in confidence. The outcome of the investigation of any complaint will be reflected in the final response.

If the response is not satisfactory, a review of the complaint can be requested, with an explanation as to why the customer is unhappy with the original response.

If this further review does not resolve the issue, the complainant is advised that they can contact the Office of the Ombudsman to seek to have the matter examined by that office.

My Department has no plans to enact a review for social welfare inspections given the existing Code of Conduct and Customer Charter already in place to deal with any issues which may arise.

I hope this clarifies the matter for the Deputy.