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Departments: Complaints

Volume 458: debated on Tuesday 13 March 2007

To ask the Secretary of State for Work and Pensions how many staff worked in dedicated complaints units in his Department and its executive agencies in (a) 1997-98, (b) 2001-02 and (c) 2005-06; and how many there have been in 2006-07 to date. (121670)

Complaint handling forms an integral part of many of the job roles in all parts of the organisation, particularly those in customer facing or correspondence teams.

The Child Support Agency is the only part of Department for Work and Pensions with a dedicated complaints unit. Information for the Child Support Agency is not available prior to 2005. As at January 2005 the Child Support Agency had 930 staff either directly in teams handling complaints or teams handling correspondence from hon. Members, stakeholder groups or clients who may have earlier made a complaint. As at December 2006, the number employed on such duties was 892.