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Departments: Complaints

Volume 458: debated on Monday 12 March 2007

To ask the Secretary of State for Work and Pensions how many complaints were received by his Department and its executive agencies in (a) 1997-98, (b) 2001-02 and (c) 2005-06; and how many have been received in 2006-07 to date. (121668)

Centrally, the Department for Work and Pensions does not separately identify complaints from other forms of correspondence. Each of the Department’s agencies and customer facing units has its own complaint handling procedures.

Jobcentre Plus was formed in 2001, from the Benefits Agency and the Employment Service. Information is not available from Jobcentre Plus for 1997-98 and 2001-02. The available information is in the following table:

Complaints received by Jobcentre Plus in Great Britain

Number

2005-06

33,350

2006-07 (to January 2007)

31,635

The Pension Service was formed in April 2002. Information is not available from the Pension Service prior to this time. The available information is in the following table:

Complaints received by the Pension Service in Great Britain

Number

2005-06

21,790

2006-07 (to January 2007)

15,042

Note: The figure for 2006-07 includes 502 complaints from hon. Members, since October 2006. No such breakdown is available for previous years.

The Disability and Carers Service was first formed in 2002 as the Disability and Carers Division; it became an agency in November 2004. Information is not available from the Disability and Carers Service prior to January 2002. The available information is in the following table:

Complaints received by the Disability and Carers Service in Great Britain

Number

January to March 2002 (4th quarter)

2,240

2005-06

6,732

2006-07 (to December 2006)

6,594

Note: The figure for 2005-06 includes 2,804 complaints from hon. Members; the figure for 2006-07 includes 2,274 complaints from hon. Members. No such breakdown is available for previous periods.

The Department’s Debt Management organisation was established in 2001 and became fully operational in February 2006. Information is not available from Debt Management prior to July 2005. The available information is in the following table:

Complaints received by DWP Debt Management in Great Britain

Number

July 2005 to March 2006

1,639

April 2006 to January 2007

2,319

The Child Support Agency was formed in 1993 as an executive agency of the Department of Social Security; it became an executive agency of the Department for Work and Pensions on its formation in June 2001. The available information is in the following table:

Complaints received by Child Support Agency in Great Britain

Number

1997-98

27,875

2001-02

27,735

2005-06

54,898

2006-07 (to January 2007)

37,408