Written answers
Tuesday, 28 June 2022
Department of Employment Affairs and Social Protection
Departmental Data
Catherine Murphy (Kildare North, Social Democrats)
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659. To ask the Minister for Employment Affairs and Social Protection the number of complaints she has received in the past five years to date under her Department’ customer service charter; and if she will provide a breakdown in tabular form and by heading of the complaints made in respect of each service. [34564/22]
Heather Humphreys (Cavan-Monaghan, Fine Gael)
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The Department of Social Protection is committed to delivering an excellent customer service as pledged in our Customer Service Charter.
My Department always aims to ensure that all customers are served in a fair, courteous, and timely manner, are informed of their rights, provided with full and clear information regarding entitlements and have their privacy respected.
All complaints received were accepted and fully investigated by the Department.
The requested information is presented below in tabular form for each year from 2017 to 2021, and for 2022, to the 24 June 2022.
| REGION/SERVICE | 2017 | 2018 | 2019 | 2020 | 2021 | 2022 |
|---|---|---|---|---|---|---|
| Buncrana | 20 | 11 | 12 | 5 | 7 | 5 |
| Carrick on Shannon-Central Prosecution | 2 | 2 | 7 | 4 | 5 | 6 |
| Carrick on Shannon-Client Identity Services | 23 | 34 | 48 | 94 | 61 | 9 |
| Carrick on Shannon-Employment Services | 3 | 1 | 3 | 1 | 3 | 0 |
| Client Eligibility Services | 1 | 0 | 0 | 0 | 2 | 0 |
| Digital Services | 0 | 0 | 1 | 2 | 2 | 6 |
| Disability Act | 5 | 3 | 0 | 1 | 0 | 8 |
| General Registration Office-Births, Deaths etc. | 2 | 1 | 2 | 1 | 1 | 0 |
| Illness Benefit | 53 | 736 | 437 | 85 | 59 | 121 |
| Income Support Helpline | 0 | 0 | 0 | 0 | 9 | 2 |
| JobPath | 56 | 43 | 37 | 6 | 13 | 16 |
| Letterkenny | 99 | 105 | 94 | 56 | 45 | 12 |
| Longford | 67 | 105 | 186 | 82 | 73 | 37 |
| Medical Review & Respite Care | 0 | 0 | 3 | 0 | 0 | 1 |
| National Intreo Contact Centre | 0 | 0 | 0 | 0 | 2 | 11 |
| National Processing Team | 0 | 0 | 0 | 0 | 27 | 9 |
| Planning | 2 | 0 | 0 | 4 | 2 | 0 |
| Regional Directors Office | 2 | 1 | 0 | 12 | 5 | 0 |
| Scope & PRSI Refunds | 1 | 2 | 0 | 0 | 2 | 0 |
| Sligo-Contributory Pensions & Guardians | 18 | 39 | 44 | 20 | 13 | 11 |
| Sligo-Non-Contributory Pensions & Household Benefits | 20 | 29 | 9 | 11 | 4 | 6 |
| Social Welfare Appeals Office | 3 | 5 | 5 | 7 | 11 | 5 |
| Redundancy Payments | 1 | 0 | 0 | 3 | 0 | 0 |
| Sligo-Domiciliary Care | 1 | 2 | 3 | 1 | 1 | 0 |
| Cork | 34 | 60 | 52 | 35 | 50 | 21 |
| Dublin Central | 116 | 140 | 124 | 73 | 85 | 32 |
| Dublin North | 54 | 76 | 69 | 51 | 39 | 27 |
| Dublin South-Mid Leinster | 149 | 137 | 126 | 101 | 58 | 57 |
| Midlands | 51 | 36 | 46 | 10 | 17 | 4 |
| Mid-West | 44 | 56 | 55 | 17 | 28 | 19 |
| North-East | 47 | 44 | 40 | 19 | 25 | 18 |
| North-West | 34 | 30 | 37 | 19 | 25 | 21 |
| South-East | 39 | 35 | 34 | 29 | 25 | 24 |
| Western | 71 | 55 | 57 | 31 | 30 | 10 |
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