asked the Minister for Industry, Trade, Commerce and Tourism the number of complaints received by the insurance section of his Department during 1982 and 1983 concerning insurance generally; if he will give details of the type of complaints received; and the steps he has recommended to the insurance companies to provide a comprehensive service to policy-holders and an improved consumer service which might be provided by the Irish Insurance Association.

The insurance section of my Department handled almost 2,000 complaints or inquiries in 1982, and approximately 1,800 in 1983. Over 80 per cent of the complaints or inquiries received in both years related to motor insurance, with the balance being divided more or less equally between miscellaneous other classes of life and non-life insurance. Most of the motor insurance complaints or inquiries related to the premium rates being charged.

The Irish Insurance Association already provides a comprehensive complaints service and advertises the existence of this service. The Federation of Insurers in Ireland will also provide a comprehensive inquiries service for those who wish to avail of it.

I have put the view to the insurers that a high level of consumer service is in the interests of the insurers in attracting policy-holders and they have assured me that it is their aim to provide such a service, and that the views expressed by me will receive close attention.

Will the Minister of State accept that 2,000 complaints in one year with regard to insurance is a sizeable number considering that the vast majority of people are not aware of the mechanism available to them to make a complaint? Will the Minister make available a more efficient way for the public to make their complaints known? Will he consider improving the complaints procedure?

I emphasise it is in the best interests of the industry itself to provide the most comprehensive complaints service possible. If policy-holders complain about their policies it is the company concerned that will lose those holders. The prime responsibility must rest with the industry to provide a comprehensive complaints service. The people who make complaints to my Department receive close attention and I can assure the House that will continue to be the case in future. However, I emphasise that it is primarily the responsibility of the industry to provide a comprehensive complaints service.

I appreciate it is in the best interests of the insurers to provide a comprehensive service for the selling of insurance but I am not so sure they would see it in their best interests to provide an open complaints service. I am asking the Minister of State to publicise for the benefit of the public that there is a mechanism whereby they may convey their complaints and that they will get satisfactory attention. It is not evident to the general public that there is such a service. Will the Minister of State contact the Irish Insurance Association and the others involved and ask them to formalise a proper complaints service to cover all types of liability cover?

I have already brought to the notice of the industry my dissatisfaction with their response. I have asked them to consider improving the complaints service. I agree with the Deputy that the industry has a great responsibility to the general public in relation to this matter.

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