Galway mother 'exhausted' over 'red tape' after months of fighting for teen son

A mother has spoken of her frustration and exhaustion after spending months trying to secure a disability payment for her 16-year-old son, saying the experience offers a glimpse into the additional battles families caring for someone with a disability can face.

Barbara Vulso, who lives in Moycullen, applied for a disability payment for her son Leonardo ahead of his 16th birthday in June, when he became entitled to a payment in his own right.

On May 13, Barbara sent Leonardo’s application along with a separate application for her to act as his agent, as he is unable to manage his own bank account and finances.

Both were sent by registered post.

But after hearing nothing for around two months, Barbara contacted the Department of Social Protection and says she was told it had received her application to act as Leonardo’s agent – but had no record of his disability payment application.

She was told she would have to apply again.

“I sent them together,” Barbara says. “Everything was sent by registered post.”

Barbara subsequently completed and sent a second application, but what she hoped would finally resolve the issue instead led to another problem.

She was informed that Department records showed Leonardo living at an address the family had left around 14 years ago.

She was then asked to provide proof of address for Leonardo. This is not straightforward for a disabled 16-year-old who does not have household bills in his own name.

“This is wrong,” she says.

“They somehow misplaced the first application, and now I not only had to send a new application but also proof of address for my kid.

“They told me in their records that my son lives at an address we had 14 years ago. In their system, my son has been living by himself for the past 14 years.”

Barbara and Leo have moved four times in the intervening years and she highlights that she has provided proof of their new address each time they moved.

She also said other official correspondence relating to her son had been reaching her.

“I made the point that every other communication for the last 14 years has come to me because I always make sure that I send proof of new address every single time I have moved,” she explains.

“I am speechless, raging and exhausted.”

Barbara eventually found a document showing Leonardo at their current address and sent it to the Department. She says it was accepted.

But there was another hurdle.

Barbara received a further request seeking answers to questions she had left blank on the application because she believed they were not relevant to her son, including whether Leonardo was married.

She returned the questions marked “not applicable” and is now waiting for a further update.

Barbara has also lodged a formal complaint through the Government’s online system over the handling of the case.

She said what has particularly frustrated her is that, despite the problems she has encountered, she has received no apology.

For Barbara, however, there has been one important piece of reassurance.

She says she has been told that if Leonardo’s application is approved, his entitlement will be backdated to June 16 - the day after his 16th birthday.

He should not lose the payments he would otherwise have received while the application has been going through the system.

But she says that does not erase the months of phone calls, paperwork and uncertainty involved in getting to this point.

“The reason I am sharing this is just to give a glimpse of what it is to live with someone who has a disability and to have to care for them,” Barbara says.

“Not because I want pity, but because this is insane. I am exhausted and raging about all of this.”

She said the experience highlights an aspect of caring that people outside the system may rarely see.

And she wants other families approaching the same transition to be aware of what can happen.

“This is wrong and exhausting,” she said.

“It is important that people know and are aware of this,” she continues.

For now, Barbara is still waiting.

She intends to follow up with the Department again this week to establish where Leonardo’s application stands and when it is likely to be processed.

Response from the Department of Social Protection:

In response, the Department of Social Protection said it is committed to ensuring that Disability Allowance applications are processed as quickly and accurately as possible, and that people receive any payment to which they are entitled.

In a statement, a spokesperson confirmed that applications received by post are scanned on receipt and routed to the appropriate scheme area for assessment.

The statement continues as follows:

“The Department has processes in place to track and manage applications throughout the claims process and to support the timely progression of claims. Where information is missing or further clarification is needed, the Department will contact the applicant or their representative.

“If a claim is awarded, payment may be backdated to the date of claim in line with the relevant legislation and the circumstances of the case.

“The Department maintains customer records using information provided by customers and information held across social welfare schemes. It is important that customers notify the Department of any change of address or personal circumstances as soon as possible .

“Where address details differ, staff work with applicants and their families to confirm the correct information and minimise any impact on the processing of claims.

“From September 2026, people applying for Disability Allowance will be able to submit their application online through MyWelfare. This will provide a more accessible and convenient application option for customers and forms part of the Department’s ongoing work to improve services.”

Proof of Address:

The spokesperson confirmed that in relation to proof of address, “the Department recognises that many young people, including 16-year-olds applying for Disability Allowance, may not have utility bills or other accounts in their own name”.

They said that a “practical approach” is taken in these cases and alternative evidence of residence may be accepted.

The statement continued:

“The Department recognises that moving from childhood supports to adult social welfare schemes is an important stage for young people with disabilities and their families. Our staff are available to support customers through this process with services available on line, through our contact centre and through our network of offices.

“Furthermore, information on Disability Allowance, including eligibility conditions and how to apply, is available through Citizens Information, and from Intreo Centres and local Social Welfare Branch Offices.

“The Department remains committed to good customer service at all times. “

Funded by the Local Democracy Reporting Scheme