§ Mr. FaberTo ask the Secretary of State for Social Security if he will make a statement on arrangements which have been made to allow the consideration of financial redress where maladministration has occurred. [9584]
§ Mr Roger EvansThe Department of Social Security is committed to making its services more responsive to the needs of its customers, operating to set standards and offering redress where appropriate. Since 1977 the Department has operated arrangements whereby financial redress can be made to a customer who has experienced a pecuniary loss through maladministration. 'These arrangements have been periodically updated to reflect the changes to both the structure of the benefit administration and the expectations of the public. A major revision of the arrangements has recently been completed which has embraced the principles contained in Office of Public Service guidance to Departments and agencies and which responds to concerns raised by the Parliamentary Commissioner for Administration.
The revised arrangements provide the basis for a consistent approach to complaints across agencies. The guidance adopts a more sympathetic attitude to cases where official error has occurred but no financial loss has been experienced and ensures more equitable treatment in the consideration of compensation payments when moneys properly due have been delayed. The arrangements continue to strive to make allowances for the differing circumstances of each case.
The arrangements will take effect from 1 January 1997. A copy of "Financial Redress for Maladministration," which provides detailed guidance, has been placed in the Library.