§ The Minister for Citizenship and Immigration (Mr. Desmond Browne)I am pleased to announce the publication of the independent Complaints Audit Committee (CAC) annual report on the Immigration 19WS and Nationality Directorate of the Home Office, for the year 2003–04. Copies are available in the Library of the House and on the Immigration and Nationality Directorate's website.
This is the CAC's 10th report. Their role is to monitor the effectiveness of IND's procedures for investigating complaints about the conduct and efficiency of staff in IND. Their findings are valuable to the organisation.
The CAC has commended and recognised the continued improvement in the processes involved with complaints handling by IND, as well as the continued support of the IND's senior management team.
As with previous reports this annual report highlights a number of areas where IND could improve its customer service, supported by a number of recommendations. IND will use these recommendations to help inform their wider change and reform programme.