HC Deb 07 February 1996 vol 271 cc281-2W
Mr. Chris Smith

To ask the Secretary of State for Social Security what instructions and guidance has been issued to those giving advice on the "pensions info-line" about the information and advice to be given to callers. [13415]

Mr. Heald

All those giving advice on the "pensions info-line" follow a carefully prepared script on computer that has been devised to cater for different types of inquiry. Help screens with prescribed wording are also available on the computers, should the need arise—for example, to explain the content of a leaflet or to give out the telephone number of a trade association.

All operators are briefed by departmental staff on a regular basis about new or revised literature, as well as about any forthcoming press or publicity activity which might result in increased numbers of calls on particular pensions issues.

Operators are not allowed to deal with calls to the info-line until they have undergone training and can demonstrate to the supervisor's satisfaction a sound knowledge of the script and of DSS pensions literature.

In accordance with the Financial Services Act, operators do not give financial advice to callers.