Public bodies 'avoid contact' - Ombudsman

Some public bodies seem to be avoiding contact with the public instead of making their customer service more transparent, Ombudsman and Information Commissioner Emily O'Reilly will say this morning.

In a speech prepared for the Institute of Public Administration, she says: "Some public bodies seem to be retreating from dealing personally with the public.

"Reliance on internet services and call centres may be advances, but have some public bodies - and I've mentioned the Revenue Commissioners before in this context - gone too far in this area?

"I am aware of several PAYE taxpayers who happen not to be computer literate and who have found it almost impossible to speak by phone to a relevant official."

She also says public access to information under the Freedom of Information Act has been "excessively curtailed" by the imposition of fees. "The FOI Act does not apply to, for example, the gardaí or to a wide range of State agencies - just two examples might be the VECs and the Adoption Authority of Ireland.

"Even where the FOI Act does apply, information has been denied to the public, often in order to protect sectional interests - information about the performance of schools is a prominent example."

She also urges Government departments and local authorities to act on the commitments made in their customer service charters instead of just paying lip service to them.

"These service charters are to be lived by, not just laminated, as an Ombudsman colleague of mine is fond of saying."

She says it is "extraordinary" that it has taken 12 years to make provision for a statutory complaints system for the health service. The Health Act 2004 has made provision for the system but it has not yet been brought into effect.

"Equally, where a complaint is justified, redress may not be offered . . . there is an urgent need to tackle the redress question. From the giving of apologies, right across the spectrum of possible redress measures to the granting of compensation, public bodies are highly reluctant to engage with complainants on this issue."

Ms O'Reilly also criticises the burgeoning number of executive agencies, advisory bodies and taskforces, many of which are outside her remit. She says the public can only have trust in State bodies if the decision-making process is transparent and if decisions can be challenged.

She will deliver her speech at the launch of a new diploma in the management of modern public service delivery, by the Institute of Public Administration.