Mairead Farrell (Galway West, Sinn Fein)
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250. To ask the Minister for Employment Affairs and Social Protection if she is aware of instances in which local Intreo offices have given incorrect advice, particularly around illness benefit; if she sees these instances as a pattern; the steps she is taking to minimise the instances of incorrect advice being given; and if she will make a statement on the matter. [20428/23]

Heather Humphreys (Cavan-Monaghan, Fine Gael)
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My Department is committed to delivering excellent customer service as pledged in the Customer Service Charter. This includes providing the highest quality of services, including information provision, to all customers and to treating customers with courtesy and respect. My officials aim to ensure that all persons are served in a fair, courteous, and timely manner, and provided with full and clear information regarding entitlements. The department strives at all times to ensure that our customers’ experiences in dealing with us, whether in person or over the telephone, are positive.

The Department has invested significant resources in delivering frontline customer services training to its staff including all new entrants. It provides a wide range of instructor-led classroom training and e-learning supports to staff engaged in frontline roles to enhance the delivery of services to customers.

This training is designed to ensure that frontline staff are aware of the various legislation, guidelines, processes and procedures applicable to the delivery of such services including Illness Benefit.

The Department carries out surveys to discover how well its programmes are working and how satisfied customers are with the services provided. Results indicate a high level of satisfaction with front-line services.

If the Deputy would like to forward the details of a particular case(s) she is referring to I will have them examined.