3 July 2003
NI AGENCIES RESPOND POSITIVELY TO CUSTOMER CONCERNS - BERG
The Independent Case Examiner, Ms Jodi Berg, today published her second Annual Report on her findings into complaints made about the work of the Northern Ireland Child Support Agency and the Social Security Agency.
On presenting her report to Mr John Hunter, the Permanent Secretary of the Department for Social Development she said: "I am delighted to report that this year, as last, I have been able to make positive comments about the way that both the Social Security Agency and the Northern Ireland Child Support Agency respond to customer concerns. My role is not only to help individual customers to receive the redress to which they are entitled but also to recommend changes to practice and procedure that will assist the Agencies in their efforts to improve service.
"In general, I find that both Agencies offer a very good quality of service to their customers. They have accepted the recommendations made last year and taken steps to make worthwhile changes."
John Hunter responded: "Acting on guidance from last year’s report we put in place measures to ensure that client’s concerns were considered in full. I am greatly encouraged that Ms Berg has seen a further improvement in both Agencies’ handling of complaints as this demonstrates that our new measures are effective."
During the 2002-2003 business year, the commissioner received 22 complaints relating to the Social Security Office, 11 of which were accepted for investigation. The most common areas of complaints included failure to supply information, correspondence and complaint handling.
In the same year, the Commissioner received 25 complaints about the Northern Ireland Child Support Agency, 15 of which were accepted for investigation. The most common areas of complaints included arrears, assessment, compensation and failure to take appropriate action.
NOTES TO EDITORS:
The Independent Case Examiner investigates cases where Agency customers have gone through the existing complaints procedures and are still dissatisfied.
Where appropriate, the Examiner makes recommendations to the Agency about putting matters right. She can also make systemic recommendations, by highlighting areas for improvement in the operational processes and procedures. In this way they can have a positive impact on the experience of users in the future.
The Independent Case Examiner is not part of either the Social Security Agency or the Northern Ireland Child Support Agency and her services are provided free of charge.
Copies of the report can be obtained by calling 0151 801 8800 or on the ICE website at www.ind-case-exam.org.uk
Click here to print this press release.
