§ Mr. BeithTo ask the Secretary of State for the Home Department how much compensation the Passport Agency has paid to applicants who made complaints in(a) each of the last 12 months and (b) each of the last three years; and if he will make a statement. [87435]
§ Mr. Mike O'BrienThe Passport Agency's compensation policy is to reimburse the reasonable out-of-pocket expenses incurred by customers as a direct consequence of clear operational errors, or failure to provide an acceptable level of service by means of an ex-gratia payment. Each case is considered carefully on its merits. It is not the Agency's normal policy to make compensation payments for distress and inconvenience arising from such errors and failures.
The information requested on compensation payments made by the Agency is shown in the table.
Year Total number of complaints where compensation paid Total compensation paid (£) 1996–97 1,517 42,357 1997–98 1,622 43,876 1998–99 2,313 76,311 Within the last 12 months the position is as follows:
Date Number of complaints where compensation paid Total compensation paid (£) June 1998 160 5,256 July 1998 266 7,460 August 1998 244 6,079 September 1998 188 7,234 October 1998 194 7,453 November 1998 180 8,127 December 1998 179 7,166 January 1999 181 5,785 February 1999 196 7,955 March 1999 245 5,453 April 1999 256 7,748 May 1999 219 7,551