Foyte MLA Mark H Durkan
This came to light after Mr Durkan submitted an Assembly Question on the matter.
As a result of the Covid pandemic, face-to-face assessments were suspended from March 23, 2020, and replaced with phone assessments.
Said the Foyle MLA: “The PIP system as it stands is one which requires a drastic overhaul with voices from all quarters expressing their dissatisfaction, long before the pandemic.
“Yet in the face of the Covid crisis I fear that in the department’s efforts to continue the assessment process, by moving from face-to-face to phone, they are actually stripping claimants of their rights.
“The revelation that claimant assessment calls are not being recorded goes way beyond bad practice.
“It is a breach of equality rights and a failure to uphold transparency for some of society’s most vulnerable.
“It comes just a week after PIP recipients who were told their entitlement was extended to 2021, received letters informing them they have just one month to return an Awards Review form.
“And by doing so, causing an enormous amount of stress for individuals who thought they were getting much needed financial certainty.
“The department’s handling and treatment of PIP claimants to date has been nothing short of shambolic.
“I cannot overstate just how distressing the PIP assessment process can be even under normal circumstances.
“It is an emotionally draining, often traumatising experience for individuals.
“To subject claimants to this in the midst of a health crisis beggars belief. And while phone assessments may be necessary in some cases, I would argue it is a completely inadequate medium to carry out such an in-depth procedure.
“The department has a duty of care to operate a system for people with disabilities that isn’t just more accessible but protective.
“While I acknowledge that DfC and Capita are working to develop an audio-recording service from Spring 2021, it is too little too late for those who have already gone through the process and had their right to fairness undermined.
“Nowadays, whether someone calls their internet provider or to discuss their latest phone bill, calls are recorded.
“Yet when it comes to society’s most vulnerable the department in their incompetence cannot ensure such a service is in place.
“The department must ensure recordings are in place with immediate effect and investigate whether previous cases have been adversely impacted by their failure.”
Tags: