HC Deb 18 February 1997 vol 290 cc507-8W
Ms Lynne

To ask the Secretary of State for Social Security for what reasons the Child Support Agency has reduced the range of statistical information it makes available. [15120]

Mr. Andrew Mitchell

The administration of the Child Support Agency is a matter for the chief executive, Miss Ann Chant CB. She will write to the hon. Member.

Letter from Miss Ann Chant to Miss Liz Lynne, dated 17 February 1997: I am replying to your Parliamentary Question to the Secretary of State for Social Security about the provision by the Child Support Agency of statistical information. I am unclear why you should have the impression that the range of statistical information available has been reduced. If anything, the reverse is true, with more statistical information on the Agency's work now available than was previously the case, and with enhancements to the Child Support Computer System making more specific data available. Although now published quarterly rather than monthly, the House of Commons Library Report produced by the Agency carries the same data as before, The Quarterly Statistical Summary produced by the Analytical Services Department now draws information from a larger sample, thereby improving the quality of the results, and contains more information than earlier editions. Monthly statistics on the Agency's performance against Charter Standards are to be displayed in our offices. As you will be aware, the Government has published a code of practice on access to Government information. The Agency is committed to the principles of this code, and will make information readily available whenever this is possible. I hope this is helpful.

Ms Lynne

To ask the Secretary of State for Social Security what procedures are in place at the Child Support Agency to ensure that all complaints by clients are counted; and what instructions are given to staff regarding the definition, recognition, registration and counting of complaints. [15086]

Mr. Mitchell

The administration of the Child Support Agency is a matter for the chief executive, Miss Ann Chant CB. She will write to the hon. Member.

Letter from Miss Ann Chant to Miss Liz Lynne, dated 17 February 1997: I am replying to your Parliamentary Question to the Secretary of State for Social Security about complaints tot he Child Support Agency. The new CSA Charter advises clients how to complain if they are dissatisfied with the service they have received from the Agency. Each of our offices has a Customer Service Manager to whom clients can speak or write to about a complaint. Systems are in place for defining, recording, recognising, registering and counting client's complaints across the Agency and the information is collated and monitored on a monthly basis. Where there have been vexatious complaint campaigns orchestrated by organisations who oppose the implementation of Child Support legislation, staff have been instructed not to register these as bona fide complaints. Improving the handling of client's complaints is one of the key priorities for the Child Support Agency. During 1996, the Agency set up a review of its internal procedures for dealing with complaints in order to bring them into line with the Citizen's Charter Complaints Taskforce recommendations. As a result, a number of improvements have been identified including the revision of training for all staff involved in dealing with client's complaints and the introduction of a new Complaints Guide which sets out the Agency's policy and procedures for the speedy and effective handling of client's complaints. The revised arrangements are currently being piloted in one of our Agency business units and will be fully evaluated prior to adoption Agency-Wide. I hope this is helpful.