Skip to main content

Telephone Services

Volume 472: debated on Wednesday 5 March 2008

To ask the Secretary of State for Work and Pensions what guidance the Department issues to staff in (a) Jobcentre Plus offices, (b) the Pension Service, (c) the Disability and Carer's Service and (d) Benefit Delivery centres on how to respond when clients ask to be called back. (187713)

Department for Work and Pensions does not issue guidance to its agencies on such operational matters, as these are the responsibility of the agencies' chief executives.

All three agencies require staff to call back customers on the telephone when the customer requests that they do so. If appropriate the call-back will be immediate. However, in many cases arrangements will be made to call the customer back at a mutually convenient time. This allows an appropriate official to provide the best possible service by having the necessary information to hand.