§ Mr. Mark Carlisleasked the Secretary of State for Social Services whether, in view of the frequency of incorrect information being given to the general public at local level on the regulations relating to social security benefits, and since such regulations are often complicated and liable to change, he will issue a directive to the effect that if any inexperienced member of his Department in a local office is not sure of the answer to a question, he or she should make further inquiries before replying to the questioner.
§ Mr. NewtonI do not think this would be justified. Staff are trained before they begin work and taught to refer questions about which they may be unsure to their supervisors for advice. In addition, in some particularly complicated cases, staff are instructed to refer the matter to a specialist officer.
I should be grateful if my right hon. and learned Friend could forward to me any instances of incorrect information being given by staff of the Department, so that I may look into the matter.