§ The Minister for Citizenship and Immigration (Beverley Hughes)I am pleased to announce the publication of the independent Complaints Audit Committee (CAC) annual report for 2002–03. Copies are available in the Library of the House and on the Immigration and Nationality Directorate's website.
This is the CAC's 9th annual report. Their role is to monitor the effectiveness of IND's procedures for investigating formal complaints about the conduct and efficiency of staff in IND. Their findings are a very valuable contribution to the process of continuous improvement within IND.
The annual report highlights a number of areas where IND could improve, together with useful recommendations. IND will use these recommendations to help inform their wider change and reform strategy, one of the key elements of which is to make it a more customer-focused organisation.