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Departmental Officials (Telephone Inquiries)

Volume 990: debated on Monday 4 August 1980

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asked the Minister for the Civil Service whether persons employed by his Department who deal with the public by telephone are required to identify themselves at the citizen's request; whether any, and if so what, category of employee of his Department is forbidden to give his name at the request of a member of the public who speaks to him by telephone; if so, on what occasions and for what reasons; and whether he will instruct all those employed by his Department who have contact with the public by telephone to give their names at the caller's request.

Members of my Department are encouraged to identify themselves when dealing with telephone calls from the public. They are neither required nor forbidden to do so. I do not consider any further instruction to them to be necessary.