Written Answers Nos. 1616-1635
1616. Deputy Máire Devine asked the Minister for Justice, Home Affairs and Migration the total number of criminal investigations opened under the Harassment, Harmful Communications and Related Offences Act 2020 from 9 February 2021 to 30 November 2025, by district, offence name and year. [73989/25]
View answerI have requested the statistical information sought by the Deputy from An Garda Síochána. Unfortunately, the information was not received in time. I will contact the Deputy directly once the information is to hand.
1617. Deputy Máire Devine asked the Minister for Justice, Home Affairs and Migration the total number of prosecutions begun by the DPP under the Harassment, Harmful Communications and Related Offences Act 2020 from 9 February 2021 to 30 November 2025, by district, offence name and year. [73990/25]
View answer1618. Deputy Máire Devine asked the Minister for Justice, Home Affairs and Migration the total number of convictions under the Harassment, Harmful Communications and Related Offences Act 2020 from 9 February 2021 to 30 November 2025, by court, offence name and year. [73991/25]
View answer1619. Deputy Máire Devine asked the Minister for Justice, Home Affairs and Migration the total number of convictions under the Harassment, Harmful Communications and Related Offences Act 2020 from 9 February 2021 to 30 November 2025, which resulted in a custodial sentence, by court, offence name and year. [73992/25]
View answer1620. Deputy Máire Devine asked the Minister for Justice, Home Affairs and Migration the average length of custodial sentence for convictions under the Harassment, Harmful Communications and Related Offences Act 2020 from 9 February 2021 to 30 November 2025, which resulted in a custodial sentence, by court, offence name and year. [73993/25]
View answerI propose to take Questions Nos. 1617 to 1620, inclusive, together.
Prosecutions are a matter for the Director of Public Prosecutions, who is fully independent in her functions. As Minister, I have no role in the operations, functions, governance or oversight of the Office of the DPP and, as a result, I am unable to provide any information or statistics relating to the Director's work.
The management of the courts, operational matters and logistical functions are the responsibility of the judiciary and Courts Service, which are independent in exercising their functions under the Courts Service Act 1998 and the Constitution. However, to be of assistance to the Deputy I have sought the relevant information from the Courts Service. I am informed by the Courts Service that, at this time, it does not have an updated report covering the period to 30 November. Therefore, the information previously provided to the Deputy in response to PQ 66130/25 is the most up to date information available.
1621. Deputy Máire Devine asked the Minister for Justice, Home Affairs and Migration the number of criminal investigations under the Harassment, Harmful Communications and Related Offences Act 2020 which did not go forward due to an expiration of the statute of limitations, from 9 February 2021 to 30 November 2025, by district, offence name and year. [73994/25]
View answerI have requested the information sought by the Deputy from An Garda Síochána. Unfortunately, the information was not received in time. I will contact the Deputy directly once the information is to hand.
1622. Deputy Máire Devine asked the Minister for Justice, Home Affairs and Migration the number of An Garda Síochána units handling technical analysis of electronic devices from subjects of interest and from complainants/witnesses, from 2019 through 2025 by district and year. [73995/25]
View answerThe Garda Commissioner is responsible for the management and administration of Garda business under Section 33 of the Policing, Security and Community Safety Act 2024, including the distribution and stationing of Garda personnel throughout the State. The Commissioner is independent in his functions under Section 34 of the Act and, as Minister, I have no role in the deployment of Garda resources to the various Divisions or Bureaux.
The Garda National Cyber Crime Bureau (GNCCB) provides assistance to investigators in the forensic examination of digital devices that have been seized as part of criminal investigations. This may include devices belonging to both suspects and witnesses.
GNCCB is comprised of the National Office based at Walter Scott House, Dublin and four GNCCB Satellite Hubs, based at Cork, Galway, Mullingar and Wexford. These hubs were established in 2021.
A fifth hub in Dundalk is currently under development and is due to be operationalised in 2026. The forensic examination and analysis of digital devices is conducted at the GNCCB National Office and GNCCB Satellite Hubs.
GNCCB personnel numbers at the end of each year are provided below.
|
Year |
No of Personnel |
|
2019 |
38 |
|
2020 |
39 |
|
2021 |
51 |
|
2022 |
75 |
|
2023 |
78 |
|
2024 |
81 |
|
2025 |
81 |
An Garda Síochána also continues to train and upskill members of An Garda Síochána in the examination and analysis of digital devices.
1623. Deputy Máire Devine asked the Minister for Justice, Home Affairs and Migration the current staffing levels of each An Garda Síochána unit handling technical analysis of electronic devices from subjects of interest and from complainants/witnesses, from 2019 through 2025 by district and month. [73996/25]
View answerThe Garda Commissioner is responsible for the management and administration of Garda business under Section 33 of the Policing, Security and Community Safety Act 2024, including the distribution and stationing of Garda personnel throughout the State. The Commissioner is independent in his functions under Section 34 of the Act and, as Minister, I have no role in the deployment of Garda resources to the various Divisions or Bureaux.
The Garda National Cyber Crime Bureau (GNCCB) provides assistance to investigators in the forensic examination of digital devices that have been seized as part of criminal investigations. This may include devices belonging to both suspects and witnesses.
GNCCB is comprised of the National Office based at Walter Scott House, Dublin and four GNCCB Satellite Hubs, based at Cork, Galway, Mullingar and Wexford. These hubs were established in 2021. A fifth hub in Dundalk is currently under development and is due to be operationalised in 2026.
Since the completion of the rollout of the Garda Operating Model, each Division now has a Crime Functional Area which is responsible for the investigation of serious crime in each Division and is headed by a Detective Superintendent. This may include the examination of electronic devices on a case by case basis.
I am advised that GNCCB is not in a position to provide data in respect of Gardaí trained to examine devices in any units/divisions outside of the Bureau for the period requested. However, An Garda Síochána continue to train and upskill members of An Garda Síochána in the examination and analysis of digital devices.
1624. Deputy Ruairí Ó Murchú asked the Minister for Justice, Home Affairs and Migration the engagement there has been between his Department, the Department of Children, Disability and Equality, the Department of Education and Youth and the Department of Housing, Local Government and Heritage on providing an inter-agency response to the scourge of drugs; and if he will make a statement on the matter. [74031/25]
View answerI am fully committed to significantly reducing the harms caused to families and communities by illicit drug use. The three main policy objectives my Department are seeking to achieve in this area are:
- tackling organised crime;
- minimising the harms caused to those with addiction issues; and
- diverting people from involvement in crime and illicit drug-related activity.
A number of key actions have been taken as part of our plan to tackle illegal drug use, including:
- Increasing the maximum sentence for conspiracy to murder from 10 years to life in prison to tackle those who direct gangland and drug related crime;
- New laws have been enacted which criminalise the grooming of children into a life of crime;
- Drafting new laws which will provide for the use of biometric recognition technology in the investigation of certain drug offences;
- Community-based youth crime prevention initiatives which seek to divert young people who have been, or are at risk of becoming, involved in criminal behaviour.
The Government is fully committed to providing An Garda Síochána with the resources it needs to fight organised crime and the illegal drugs trade. This is reflected in the unprecedented allocation of over €2.74 billion in Budget 2026.
Operation Tara aims to disrupt, dismantle and prosecute drug trafficking networks, at all levels – international, national and local – involved in the sale and supply of illegal drugs. Under Operation Tara, individuals and groups involved in the drug trade are the target of enforcement activity based on intelligence and the latest crime trends.
Youth Diversion Projects (YDPs), which are a key element of the Youth Justice Strategy, play a vital role in enhancing community safety and are fully funded by my Department. A number of YDPs engage in targeted drugs and alcohol related preventative work.
In terms of minimising harms, the Garda Commissioner has tasked an Inspector in every Garda Division to respond to the issue of drug-related intimidation. Information on the Drug-Related Intimidation Reporting Programme and a list of the nominated Inspectors countrywide is available on the Garda website.
In May, alongside my colleague Minister Murnane O’Connor, I launched the DRIVE (drug-related intimidation and violence engagement) project. DRIVE’s primary goal is to establish effective systems and structures for a unified, timely, and sensitive response to drug-related intimidation. It focuses on responding to incidents, supporting those affected, and preventing future occurrences.
This Government recognises that possession of illicit drugs for personal should be viewed as a public health issue and not just as a matter for the criminal justice system.
The Department of Health together with my Department, the Health Service Executive and An Garda Síochána, are developing a Health Diversion Scheme. The Scheme, which is in line with Recommendation 17 of the Citizens’ Assembly on Drugs Use, will provide a health-led response to possession for personal use. It will facilitate members of An Garda Síochána to connect participants with health services, thereby providing a pathway to treatment and recovery in cases of problematic drug use.
The Minister of State for the National Drugs Strategy and I have agreed the scheme will commence on an administrative basis and An Garda Síochána and the Director of Public Prosecutions are currently finalising the scheme’s operational details, prior to commencement at a national level.
The Department of Health leads on Government policy in the area of drugs, and this policy is guided by the whole-of-government national drugs and alcohol strategy, which sets out a health-led response to drug and alcohol use. That Department is currently leading on the development of a new National Drugs Strategy and all relevant Departments and other stakeholders will be engaged in that process.
1625. Deputy Colm Burke asked the Minister for Justice, Home Affairs and Migration the action being taken by his Department to improve the processing timeline of Join Family Visa applications; and if he will make a statement on the matter. [74058/25]
View answer1626. Deputy Colm Burke asked the Minister for Justice, Home Affairs and Migration the action being taken by his Department to ensure Join Family visa applications are processed along estimated timelines, in view that delays in processing may be experienced by applicants; and the steps which are being taken to improve on these processing times; and if he will make a statement on the matter. [74059/25]
View answer1627. Deputy Colm Burke asked the Minister for Justice, Home Affairs and Migration the total number of Join Family Visa applications processed and a decision reached in the years 2022 to 2024, and from 1 January 2025 to 30 November 2025; and if he will make a statement on the matter. [74060/25]
View answer1659. Deputy John Brady asked the Minister for Justice, Home Affairs and Migration the current processing times for long stay (D) join family applications; and if he will make a statement on the matter. [74643/25]
View answer1660. Deputy John Brady asked the Minister for Justice, Home Affairs and Migration the measures his Department is taking to reduce the timeframe in order that a decision is made within the six months period as per the visa processing times listed on his Departments website; and if he will make a statement on the matter. [74644/25]
View answerI propose to take Questions Nos. 1625 to 1627, inclusive, 1659 and 1660 together.
I can advise the Deputy that my Department currently operates seven overseas Visa Offices in addition to the Visa Office in Dublin. These are located in Abuja, Beijing, London, Moscow, Ankara, Abu Dhabi and New Delhi. In addition, staff of the Department of Foreign Affairs and Trade process certain visa applications in Irish Embassies abroad under delegated authority from my Department.
I can assure the Deputy that while processing times can vary across the different Visa Offices and Irish Embassies, the majority of visas are processed within stated target times.
The current processing times of applications for join family visas varies depending on the circumstances when the application is made. If a non-EEA national is moving to Ireland because they have been granted a Critical Skills Employment Permit they can apply for join family visas at the same time as their own employment visa. When these visas are applied for together, they are processed in tandem and are typically completed in under eight weeks. My Department aims to process join family visa applications made in other circumstances within 12 months.
I can assure the Deputy the majority of join family visas receive a first instance decision within the 12 month business target. Processing times and decisions at the Dublin Visa Office and the Overseas Visa Offices can be checked at the following link: www.irishimmigration.ie/visa-decisions/ .
It should be noted that some applications can take considerably longer. Processing times for all applications are influenced by a number of factors. The time it can take varies depending on the type and complexity of application; individual circumstances; peak application periods; such as holidays or the start of the school year; and, crucially, the quality and completeness of the application lodged. Verifying an application is an important part of our immigration system and the checks involved can take time to complete.
I understand that extended wait times can be frustrating for applicants, and I want to assure anyone who has made an application for a visa that my Department is doing everything possible to progress these applications as quickly as possible.
In 2025, approximately 206,000 visa applications, of all types, were received by the Visa Division of my Department. This reflects an increase of 2% compared to 2024, with over 3,900 additional applications received. My officials are working to meet the increased level of demand, and over 8,700 additional visa decisions have issued in 2025, compared to 2024.
Table 1 below details the average processing time for Join Family visa applications in 2025.
Table 1. Join Family Visa application processing times.
|
Visa Type |
2025 Average Processing Time |
|
Join Family Irish (Spouse, de facto, other) |
263 days |
|
Join Family Non-EEA (Spouse, de facto, other) |
100 days |
* Please note, figures are correct at time of issue, however, all statistics may be subject to data cleansing.
* All figures are calendar days and based on a 7-day week. There is no allowance made for weekends, public, bank or religious holidays in the various jurisdictions.
Table 2 below details the number of Join Family applications received and decisions issued for 2022 to 2025.
Table 2. Join Family visa applications received and decisions made.
|
Year |
Join Family Applications Received |
Join Family Decisions Issued (1st Instance Only) |
|
2022 |
18,357 |
17,195 |
|
2023 |
19,120 |
16,907 |
|
2024 |
21,853 |
18,555 |
|
2025 |
19,322 |
15,505 |
* Please note, figures are correct at time of issue, however, all statistics may be subject to data cleansing.
* A decision issued in a particular year may relate to an application submitted in a previous year.
1628. Deputy Maurice Quinlivan asked the Minister for Justice, Home Affairs and Migration the reason a person has been repeatedly asked to upload documents they have already provided to the Department with regard to an application (details supplied); and if he will make a statement on the matter. [74094/25]
View answerI can advise the Deputy that in cases where incomplete naturalisation applications are received, the application is returned to the applicant with a request to provide the missing documentation within 28 days. A reminder is issued after 18 days if the required documentation has still not been provided.
The naturalisation application cited was returned to the person concerned as it was incomplete, and a request for further documentation issued from my Department. The person cited did not provide any of the required proofs or residence. In addition, the copy of the passport submitted was of insufficient quality, and the applicant was requested to provide a clearer scanned copy. The supporting documents submitted were also not certified (e.g. by a solicitor or peace commissioner). While some documents were subsequently uploaded, these did not address the outstanding evidential requirements, and there is no indication that any additional documentation was received by my Department beyond that recorded on the application file.
It should be noted that, while policy provides that an application may be deemed ineligible where required documentation is not submitted following a request, in this case the applicant was afforded an additional opportunity to provide the outstanding documentation in order to allow the application to be fully considered.
My Department has produced a comprehensive guidance document for all potential applicants, outlining all the documents required for an application. This document is published on my Department's Immigration website and is available here: www.irishimmigration.ie/wp-content/uploads/2024/04/Citizenship-Guidance-Document-April-2024.pdf
Detailed information on how to apply for naturalisation and other resources is available here: www.irishimmigration.ie/how-to-become-a-citizen/.
As an Oireachtas member, you can also request the status of individual immigration cases by e-mail, using the Oireachtas Mail facility at: IMoireachtasmail@justice.ie, which has been specifically established for this purpose. This service enables up to date information on such cases to be obtained without the need to seek information by way of the Parliamentary Question process.
1629. Deputy Paul Lawless asked the Minister for Justice, Home Affairs and Migration the number of deportation orders that have been issued to date in the State, in tabular form, for each of the past 10 years. [74117/25]
View answer1630. Deputy Paul Lawless asked the Minister for Justice, Home Affairs and Migration the total cost of deportations to the State, in tabular form, for each of the past 10 years. [74118/25]
View answerI propose to take Questions Nos. 1629 and 1630 together.
It is a central priority for me that Ireland’s immigration system is robust and rules based. The enforcement aspects of our laws, including deportation orders, are an essential requirement for the system to work effectively and to ensure that there is confidence in the application of our legislation in this area.
Deportations are costly and complex to enforce. It is the preferred option to return people voluntarily and my Department has a voluntary return programme to assist people to return prior to the issuance of a deportation order. A person can only avail of voluntary return before a deportation order is issued and I have increased resources into this programme to enable individuals who wish to return before a deportation order is issued to them.
If a person does not remove themselves from the State following the issuance of a deportation order, they will be removed, and my Department has taken action to significantly improve immigration enforcement measures and increase removals.
The number of deportation orders signed in 2024 (2,403) increased by 180% compared to 2023 (857). In 2025, 4,700 deportation orders were signed, an increase of 96% compared to 2024.
I understand the Deputy has agreed to limit the scope of his request to the last 5 years.
Table 1 shows the number of deportation orders signed from 2021 to 2025.
Table 1
|
Year |
2021* |
2022 |
2023 |
2024 |
2025 |
|
Deportation orders signed |
33 |
549 |
859 |
2,403 |
4,700 |
*During the COVID- 19 Pandemic there was a moratorium on deportations. This was effective during the latter part of 2020, 2021 and for the first 8 months of 2022. During the moratorium only persons who whose presence in Ireland would be contrary to the public interest were deported. This moratorium was lifted in July 2022.
**Please note, figures are correct at time of issue, however, all statistics may be subject to data cleansing.
In 2024, 1,122 people departed from the State under various mechanisms (i.e. enforced deportation, voluntary return etc.). In 2025, 2,111 people had their departure confirmed through these pathways, an increase of 88% compared to 2024.
In 2025, six charter flight operations removed 205 people from the State. Of these, five operations to non-EU destinations removed 182 people who were subject to deportation orders and one operation removed 23 EU citizens on grounds of criminality.
Table 2 below shows the costs incurred of charter and commercial flights from 2021 up to 31 December 2025. The figure for commercial flights includes both the flight costs (often through hubs and long-distance) for removal operations completed and also the costs of returning accompanying escorts to Ireland when a one-way charter flight is used.
Table 2: Costs for Charter and Commercial flights in 2021, 2022, 2023 2024 and 2025
|
- |
2021 |
2022 |
2023 |
2024 |
2025 |
|
Charter Flight costs |
N/A |
N/A |
N/A |
N/A |
€1,279,844 |
|
Commercial Flight costs (enforced returns) |
€428,131 |
€467,289 |
€494,829 |
€1,202,750 |
€1,525,731* |
*includes the return of escorts for one way charter operations. These are provisional costs as the invoicing process has not yet been completed.
Since 2016 to the end of 2023, my Department was able to reclaim some costs of commercial flights under the European Union’s Asylum Migration and Integration Fund. A new fund opened in 2024 and my Department continues to reclaim funding for commercial flight costs under this EU Fund (for deportation costs only) and will be reclaiming charter costs under this fund.
A number of factors impact the costs associated with deportation operations. In particular, the costs for any particular deportation reflect the numbers travelling in each instance, the destination country, and if direct flights are not available the escorts and deportee transit through a hub airport. Furthermore, in some cases, a person may resist deportation and the Garda National Immigration Bureau risk assessment may give rise to the need for additional escorts.
1631. Deputy Paul Lawless asked the Minister for Justice, Home Affairs and Migration the steps taken after a deportation order is issued whereby the individual does not self deport. [74119/25]
View answer1632. Deputy Paul Lawless asked the Minister for Justice, Home Affairs and Migration if he is aware of the location of all individuals in the State who have been issued with a deportation order and have not left the State. [74120/25]
View answerI propose to take Questions Nos. 1631 and 1632 together.
It is a central priority for me that Ireland’s immigration system is robust, and rules based. The enforcement aspects of our laws, including deportation orders, are an essential requirement for the system to work effectively and to ensure that there is confidence in the application of our legislation in this area.
Deportations are costly and complex to enforce. It is the preferred option to return people voluntarily and my Department has a voluntary return programme to assist people to return prior to the issuance of a deportation order. A person can only avail of voluntary return before a deportation order is issued and I have increased resources into this programme to enable people who wish to return before a deportation order is issued to them.
A deportation order is a legal order to leave the State. If a person does not remove themselves from the State following the issuance of a deportation order, they will be removed, and my Department has taken action to significantly improve immigration enforcement measures and increase removals.
In 2025, 4,700 deportation orders were signed, an increase of 96% compared to 2024.
In 2024, 1,122 people departed from the State under various mechanisms (i.e. enforced deportation, voluntary return etc.). In 2025, 2,111 people had their departure confirmed through these pathways, an increase of 88% compared to 2024.
In 2025, six charter flight operations removed 205 people from the State. Of these, five operations to non-EU destinations removed 182 people who were subject to deportation orders and one operation removed 23 EU citizens on grounds of criminality.
The enforcement of deportation orders is an operational matter for the Garda National Immigration Bureau (GNIB), and my Department works closely with the GNIB to progress arrangements for the removal of people subject to deportation orders. If a person issued with a deportation order does not leave the State independently then they are required to present to the GNIB in accordance with the conditions of their deportation order.
As there are no routine exit checks at Irish borders, it is not possible to accurately provide the number of people who are currently in Ireland subject to deportation orders. Since 2020 over 300 of the people subject to deportation orders have confirmed they have left the State independently. It should be noted that many will have left the State without informing the authorities.
I am informed that the GNIB has reviewed a large sample of cases of people subject to deportation orders; their inquiries suggest a very significant number of these individuals have left the State.
1633. Deputy Sinéad Gibney asked the Minister for Justice, Home Affairs and Migration the average processing time for an EU treaty Rights application; the range of processing times for EU Treaty Rights applications in the past 12 months; and the median processing time for EU treaty Rights applications in the past 12 months. [74124/25]
View answerThe breakdown of applications received, decisions made and processing times under Article 10 of the Directive, processed by my Department for 2025 (up to 29 December) for family members of EEA nationals who have complied with the European Communities (Free Movement of Persons) Regulations 2015, is set out in table 1 below.
In September 2025, my Department launched an application system enabling applicants to apply for a Residence Card under the European Communities (Free Movement of Persons) Regulations 2015 via an online portal and as such, the figures below have been broken down into paper based and online applications.
The figures contained in both tables below, also include figures for family members of UK Nationals applying for a Residence Document under the European Union (Withdrawal Agreement) (Citizens’ Rights) Regulations 2020, who are processed through the same channels.
Table 1. Applications received and decisions made in 2025.
|
Year |
Application submission type |
No. of Apps Received |
No. of Decisions |
|
2025 |
On Paper |
4,707 |
5,018 |
|
2025 |
Online applications** |
1,166 |
269 |
* Please note, figures are correct at time of issue, however, all statistics may be subject to data cleansing.
**Online application figures are from 09/09/2025-31/12/2025
The processing times are set out in table 2 below:
Table 2. Processing Times in calendar days:
|
- |
On Paper |
Online applications |
|
Average Time |
115 |
38 |
|
Range of processing times |
1-337 |
1-93 |
|
Median Processing Time |
129 |
31 |
* Please note, figures are correct at time of issue, however, all statistics may be subject to data cleansing. Figures provided are in respect of cases decided during the relevant period.
The introduction of the new Case Management System for online applications, which reduces the data input time needed for paper-based applications, has allowed for faster processing of applications. It also gives online real time status notifications for applicants and instant delivery of correspondence relating to an application including requests for documentation, temporary permissions and decision letters. The portal also allows an applicant to raise queries and upload documentation directly to their application and will allow for speedier processing going forward.
1634. Deputy Sinéad Gibney asked the Minister for Justice, Home Affairs and Migration to provide a list of AI pilot projects which have taken place in his Department within the past 12 months; the expenditure associated with those projects; and whether they are still ongoing, in tabular form. [74138/25]
View answerI can confirm that no AI pilot projects have taken place in my Department within the last 12 months.
In 2024, aligned with our modernisation of immigration services, my department deployed an AI assistant and smart chatbot using Microsoft Copilot, which provides assistance to both applicants and staff. The smart assistant is accessed through an authenticated portal on the Immigration Services website. In implementing this solution my department has leveraged Generative AI in a low-risk way to offer enhanced digital services including appointment booking and status inquiries.
My Department plans to continue to assess the opportunities presented by all digital tools, including AI, to improve the delivery, security, efficiency, and accessibility of services to our customers. Approval for adoption of any new tools or solutions is subject to appropriate governance processes, including risk assessment.
1635. Deputy Sorca Clarke asked the Minister for Justice, Home Affairs and Migration whether standards or service-level targets exist for his Department or bodies under the aegis of his Department, in responding to correspondence from members of local authorities; if compliance with such standards is monitored; the reasons for delays or failures to respond to correspondence from elected members; and the measures being taken to ensure more consistent and timely communication going forward. [74260/25]
View answerMy Department is committed to delivering high quality responses to correspondence from our customers. My Department and bodies under its aegis operate within established governance and performance frameworks for communication standards. These are designed to support accountability, service quality and timely engagement with stakeholders, including elected members of local authorities.
My Department's Customer Charter 2025 - 2028 is available on our website here: www.assets.gov.ie/static/documents/Department_of_Justice_Customer_Charter_-_Desktop_Version.pdf.
The Charter commits us to acknowledging all letters and emails within five working days and to issue a final response within 20 working days. If unable to meet this timeline, we undertake to let the correspondent know when they will receive a response.
Delays in responding to customers, including correspondence from local authority members, can arise due to complexity of issues raised, the need to consult across multiple operational or policy areas, or work pressures at particular times. However, I have been advised that, over the past five years, the Customer Service team in my Department not received any direct complaints from local authority members in relation to delayed responses to their queries.
In accordance with the Code of Practice for the Governance of State Bodies, all bodies under the aegis of my Department are required to publish a Customer Charter. This outlines the nature and quality of service which customers can expect, including timelines for answering written correspondence. This Charter is to be displayed prominently on the agency’s website and supported by a customer action plan. The management of correspondence and service level targets by bodies under the aegis of my Department are operational matters for those bodies.
