Date released: 26.06.2012
The Annual Report can be viewed on this website..
Ombudsman Emily O’Reilly submits her Annual Report for year 2011 to both Houses of the Oireachtas.
- Busiest year in Office’s 28 year history
- 3,602 complaints received; just below 2010 record figure
- 11,541 enquiries received; 23% increase
- 4,220 complaints dealt with by Office - a 38% increase and following the implementation of major organisational review
Speaking at the Report launch, Ombudsman Emily O'Reilly said;
"The ongoing effect of the economic downturn was felt yet again by my Office in 2011 as record numbers of people sought our assistance. I am happy that as a result of major internal reform focusing on our work practices and outputs we were able to deal with 38% more complaints in 2011 than in 2010. I believe that this is a significant achievement and demonstrates our commitment to efficient and effective public administration."
Breakdown of complaints received by public body
- Dept of Social Protection: 31.5%
- Local Authorities: 27.7%
- HSE: 24.4%
- Other Government departments: 14.9%
- An Post: 1.5%
Significant Cases Resolved in 2011
Department of Social Protection:-
- Father’s Carer’s Allowance for daughter with mental health problems and suicidal history refused - Decision reversed and €10,287 arrears paid.
Health Service Executive:-
- Investigation by Our Lady’s Hospital, Crumlin, into non-accidental injury of seriously ill child without informing parents. Injury had been caused by medical treatment. Parents get written apology for hurt and distress and reputational damage.
- Whistleblower’s complaint about flawed HSE investigation upheld - HSE accepts best practice not followed and natural justice denied. New investigation ordered.
- Nursing Home charges of €85,442 repaid to Cork couple under Health Repayment Scheme. €77,317 repaid to two other complainants.
- Daughter’s complaint about two Dublin hospitals upheld - Elderly, highly dependent man poorly treated and cared for. Apologies given for shortcomings and assurance received from hospitals re improved practices.
Local Authority:-
- Limerick City Council ignores notification about an unauthorised shed development and grants planning permission. Following intervention the Council put new internal communications and tracking procedures in place.
Civil Service:-
- Teacher whose PRSI contributions were incorrectly deducted refunded €5,500.
Government Reform and the Role of Ombudsman
"My Office continues to work with the Department of Public Expenditure and Reform in advancing the long promised Ombudsman Amendment Bill. It is never more vital than at a time of great stress and financial difficulty for so many people that they are able to access an independent Office to have their complaints about the services provided by the State listened to and dealt with. It is imperative that those parts of the public administration that are not subject to independent oversight be brought under remit.
I also look forward to a deeper engagement with the Joint Oireachtas Committee on Investigations, Oversight and Petitions. I hope that together we can play our role in ensuring that the services provided to the people by the public administration are just, rational, equitable and humane."
Ms O'Reilly concluded:
“Since 1984, we have helped over 80,000 people with valid complaints and hundreds of thousands of others who needed information and advice.
My Office continues to adapt to changed economic and social circumstances in our efforts to give the best possible service to an increasing number of complainants. I am very conscious that as my staff are required to do more with less, so too are the public bodies we are holding to account. Public bodies may have less money and fewer human resources, but basic standards cannot be sacrificed.
I have said on several occasions that the need for the Ombudsman is even more acute at times like this. The Government makes choices through its fiscal policy, and certain services and benefits may be abolished or reduced. The role of the Ombudsman is to make sure that any such changes are implemented in a fair, proper and equitable way and to highlight any anomalies that occur. The worst possible outcome is that people are left in the dark, disrespected, or “fobbed off”, as one complainant wrote to me. If hard political and administrative choices have been made, it continues to be the responsibility of the public service to be clear about the outcomes of those choices and to take responsibility for providing the best service possible with available resources. My Office is there to assist in ensuring that public bodies do their jobs properly and fairly.
The quality of our public services directly impacts on the quality of life of individuals and of families. Whilst my Office does not always uphold complaints, I can guarantee members of the public an independent, impartial and fair examination of their complaint.”
For media inquiries contact:
Dave Glynn - Head of Communications and Research
Tel: 01 6395714 / 087 2361884 email: david_glynn@ombudsman.gov.ie