§ Angus RobertsonTo ask the Secretary of State for Work and Pensions how many complaints were received per month from Child Support Agency clients(a) in the six months previous to the introduction of the new child support system and (b) in the last three months, in the latter case identifying how many of the complaints came from (i) clients of the old system and (ii) clients of the new system; what percentage of total clients the complaints represented per month; and if he will make a statement. [131447]
§ Mr. PondThe administration of the Child Support Agency is a matter for the Chief Executive, Mr. Doug Smith. He will write to the hon. Member.
Letter from Doug Smith to Angus Robertson, dated 27 October 2003
The Secretary of State, in replying to your recent Parliamentary question about the Child Support Agency promised a substantive reply from the Chief Executive.You asked about the numbers of complaints received by the Agency in the 6 months prior to the introduction of the new child support system and in the last three months (identifying the number received from clients on the old and new systems) and what percentage of our total clients these figures equate to.The figures you requested are summarised in the following tables:
Complaints received prior to the introduction of the new child support system Month Number of complaints received Percentage of total clients September 1,238 0.11 October 1,318 0.12 November 1,263 0.12 December 958 0.09 January 1,316 0.12 February 1,515 0.15 Monthly Average 1,268 0.12
In April 2003 we changed our complaints handling processes. This has ensured the more accurate recording of complaints and ensured the recording for the first time of telephone complaints. I have included below information on written complaints only. for a more representative comparison.
§ Mr. DrewTo ask the Secretary of State for Work and Pensions whether the Child Support Agency has referred recipients of CSA payments back to their ex-partner in order to sort out future payments. [131469]
§ Mr. PondThe administration of the Child Support Agency is a matter for the Chief Executive, Mr. Doug Smith. He will write to the hon. Member.
69WSLetter from Doug Smith to Mr. David Drew, dated 27Ooctober 2003.
The Secretary of State in replying to your recent Parliamentary question about the Child Support Agency promised a substantive reply from the Chief Executive.You ask whether the Child Support Agency has referred recipients of child support payments back to their ex-partner in order to sort future payments.In all cases we aim to arrange maintenance payments through discussions with both the parent with care and the non-resident parent. If there is to be any delay in making these arrangements we would suggest to both parties that voluntary payments are made to avoid arrears building up.