§ Mr. BurstowTo ask the Secretary of State for Social Security in what circumstances Benefits Agency staff are required to ask for faxed authority from a citizens advice bureau adviser before discussing a specific client's case; and what plans her Department has to review the procedures to reduce the time required of citizens advice bureau advisers. [5722]
§ Mr. FieldOne of our key aims is to improve the service provided to claimants and other customers as well as to protect the confidentiality of customers. Questions on Benefits Agency operational matters are the responsibility of Peter Mathison, its Chief Executive. I have asked him to write directly to the hon. Member and for his reply to be published with the answer.
Letter, from Peter Mathison to Mr. Paul Burstow, dated 2 July 1997:
The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question in what circumstances Benefits Agency staff are required to ask for faxed authority from a Citizens' Advice Bureau adviser before discussing a specific client's case; and what plans her Department has to review the procedures to reduce the time required of Citizens' Advice Bureau advisers.There are no national instructions in place within the Benefits Agency which require staff to request a faxed authority from Citizens' Advice Bureaux advisers before a customer's case can be discussed.284WHowever, the Benefits Agency has a duty to ensure that confidential customer information is not disclosed improperly. In dealing with any enquiry from a customer's representative, Agency staff should confirm that both the enquiry and the person making it are genuine, and that the enquiry is being made on behalf of the customer. However, the method by which this is achieved is subject to local procedures, forming part of local liaison arrangements between the Benefits Agency and other welfare organisations.I meet the Chief Executive of the National Association of Citizens' Advice Bureaux on a six monthly basis. Local managers are also encouraged to maintain regular liaison with local Citizens Advice Bureaux and the Agency has produced guidance for field staff entitled 'Building Effective Relationships with Citizens Advice Bureaux'. Using their established liaison channels, the Benefits Agency will keep under review the operation of the arrangements for the disclosure of information to Citizens Advice Bureaux.I hope you find this reply helpful.