7 July 2004
INDEPENDENT CASE EXAMINER LAUNCHES THIRD REPORT
The Independent Case Examiner, Ms Jodi Berg, today published her third Annual Report on her findings into complaints made about the work of the Social Security Agency and the Child Support Agency in Northern Ireland.
On presenting her report to Mr Alan Shannon, Permanent Secretary at the Department of Social Development, she said: "I am pleased to present my third Annual Report. I have again commented positively about the way both Agencies handled complaints. My role is to resolve complaints by agreement or, failing this, by investigation and decision. Where I find that people have not received the service to which they are entitled, I can make recommendations aimed at putting matters right. I can also suggest improvements to procedures so that similar problems do not recur.
"The Social Security Agency has accepted all of my recommendations for personal redress to customers and the great majority of recommendations for process change. It has also provided evidence that it has used our findings to inform management decisions and improve the service provided to its customers.
"The Child Support Agency in Northern Ireland has responded positively to all of my recommendations during the reporting year. Despite difficulties that have arisen in the implementation of the Child Support Reforms, the Agency continues to resolve the majority of complaints internally, so that few people have needed to refer matters to me."
Alan Shannon responded: "Both the Child Support Agency and the Social Security Agency are fully committed to getting things right for customers. But it is, of course, a fact of life that sometimes things do go wrong.
"In such cases it is essential for any customer-focused organisation to listen to and respond to its customers. It is important that our staff are not complacent and are continuously working to improve the service they provide."
During the 2003/2004 business year, the Independent Case Examiner received 27 complaints relating to the Social Security Agency, 15 of which were accepted for investigation. The most common problems complained about included staff attitude, correspondence, failure to take the appropriate action, the handling of appeals, the failure to supply information and complaint handling.
In the same year, the Independent Case Examiner received 39 complaints about the Child Support Agency in Northern Ireland, 16 of which were accepted for investigation. The most common service area causing complaints, during the reporting year, related to delays in the calculation of the maintenance assessment.
NOTES TO EDITORS:
www.ind-case-exam.org.uk
- The Independent Case Examiner investigates cases where Agency customers have gone through the existing complaints procedures and are still dissatisfied.
- Where appropriate, the Independent Case 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 Child Support Agency in Northern Ireland and her services to complainants are provided free of charge.
- Copies of the report can be obtained by calling 0151 801 8800 or on the ICE website at
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