§ Mr. SproatTo ask the Secretary of State for Social Security why officials of the Benefits Agency did not give their names to Mr. M C Vaughan-Chatfield when making inquiries on behalf of his wife's disability allowance; and what are the provisions of the citizens charter in this respect.
§ Mr. ScottThe citizens charter stated that public servants would normally be expected to wear name badges and to give their names on the telephone or in writing. The Benefit Agency's own customer charter also gave a commitment that, other than in exceptional circumstances, staff would give their names when dealing with customers. The arrangements for implementing this are currently being discussed at local level.
I understand from Mr. Michael Bichard, the chief executive of the Benefits Agency, that staff do not recollect being asked for their names by Mr. Vaughan-Chatfield, although he was given them voluntarily on two occasions.
If my hon. Friend requires further information I understand Mr. Bichard would be happy to assist.