Pauline Tully (Cavan-Monaghan, Sinn Fein)
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1393.To ask the Minister for Employment Affairs and Social Protection if, in the interests of transparency, she will introduce call monitoring on all calls between the public and social protection offices. [33567/24]

Heather Humphreys (Cavan-Monaghan, Fine Gael)
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There are currently more than 100 public helpline numbers in operation in my Department. These are officially advertised on a dedicated Social Welfare Numbers webpage on Gov.ie and they cover the wide range of schemes and services provided by my Department.

While calls between members of the public and my Department are not recorded, sample call content is monitored by supervisors and managers. The purpose of this monitoring is for quality and training purposes.

I believe this is a correct and efficient approach to ensure that we continuously improve our service to the public.

I trust this clarifies matters.