§ Mr. Austin-WalkerTo ask the Secretary of State for Social Security (1) if he will make a statement about the Child Support Agency performance in meeting the target set out in its customer charter in respect of the letter dated 17 January to the Child Support Agency from the hon. Member for Woolwich, CSA Ref. 1522TYR1002505852 and in respect of the letters dated 6 December 1993, 3 January 1994, 8 January, 15 January and 11 February from the hon. Member's constituent, Mr. Y.;
(2) if he will set out the provisions in the customer charter for the Child Support Agency for (a) replying to correspondence, (b) acknowledging written complaints and (c) replying in full to written complaints; and if he will make a statement.
§ Mr. BurtThe administration of the Child Support Agency is a matter for Ros Hepplewhite, the chief executive. She will write to the hon. Member.
Letter from Ros Hepplewhite to Mr. John Austin-Walker, dated 24 February 1994: 458W
I am replying to your recent Parliamentary Questions to the Secretary of State for Social Security about your constituent Mr. Y., and the provisions regarding correspondence in the Child Support Agency Charter.The Agency's Charter contains a stated aim to respond to correspondence within 10 working days of receipt, and the Agency aims to acknowledge written complaints within two days of receipt. Because the Agency is a new organisation providing a completely new service, it will not be possible to state with confidence before the end of the first year the average length of time taken to reply to correspondence.I replied to your letter about Mr. Y. on 23 February, and I am sorry that the Agency did not meet the targets set in its Charter standards in the correspondence with him.