03/07/2003
Independent examiner praises NI agencies' complaint systems
Both the Northern Ireland Child Support Agency and the Social Security Agency have been praised for their quality of service to customers.
Independent Case Examiner, Ms Jodi Berg, praised both agencies in today's published Annual Report, the second of its kind, into complaints made about their work.
On presenting the report to John Hunter, the Permanent Secretary of the Department for Social Development, Ms Berg 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.
“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.”
Mr Hunter added: “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.
Complaints investigated included arrears, assessment, compensation and failure to take appropriate action.
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.
(MB)
Independent Case Examiner, Ms Jodi Berg, praised both agencies in today's published Annual Report, the second of its kind, into complaints made about their work.
On presenting the report to John Hunter, the Permanent Secretary of the Department for Social Development, Ms Berg 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.
“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.”
Mr Hunter added: “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.
Complaints investigated included arrears, assessment, compensation and failure to take appropriate action.
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.
(MB)
Related Northern Ireland News Stories
Click here for the latest headlines.
04 March 2024
New Report Highlights Current State Of NI Rivers
No single stretch of river in Northern Ireland is is "good overall health", this was the message of the Rivers Trust, in its latest 'State Of Our Rivers Report'.
New Report Highlights Current State Of NI Rivers
No single stretch of river in Northern Ireland is is "good overall health", this was the message of the Rivers Trust, in its latest 'State Of Our Rivers Report'.
23 February 2024
One Year On Since Attempted Murder Of DCI John Caldwell
The PSNI will "continue to relentlessly pursue those responsible" for the attempted murder of Detective Chief Inspector John Caldwell, Chief Constable Jon Boutcher has said as he marked the first anniversary of the gun attack.
One Year On Since Attempted Murder Of DCI John Caldwell
The PSNI will "continue to relentlessly pursue those responsible" for the attempted murder of Detective Chief Inspector John Caldwell, Chief Constable Jon Boutcher has said as he marked the first anniversary of the gun attack.
11 March 2024
Renewed Appeal On 1994 Murder Of Constable John Haggan
Detectives from the PSNI's Legacy Investigation Branch have issued a fresh appeal for information on the 30th anniversary of the murder of Constable John Haggan on 10 March 1994.
Renewed Appeal On 1994 Murder Of Constable John Haggan
Detectives from the PSNI's Legacy Investigation Branch have issued a fresh appeal for information on the 30th anniversary of the murder of Constable John Haggan on 10 March 1994.
20 March 2024
Belfast Man Handed Two-Year Stalking Protection Order
The PSNI have welcomed a two-year Stalking Protection Order (SPO) handed down to a 46-year-old Belfast man at Belfast Magistrates Court. The man had been found guilty of stalking and harassing his 50-year-old female ex-partner.
Belfast Man Handed Two-Year Stalking Protection Order
The PSNI have welcomed a two-year Stalking Protection Order (SPO) handed down to a 46-year-old Belfast man at Belfast Magistrates Court. The man had been found guilty of stalking and harassing his 50-year-old female ex-partner.
12 February 2024
Dept Of Health Engages In Detailed Discussions With NI Children's Hospice
The Department of Health has been engaged in a week detailed discussions on the current situation at NI Children's Hospice (NICH) , including direct engagement with the Hospice itself. Minister for Health, Robin Swann, has said that it is clear that the financial pressures facing NICH go much deeper than any reduction of Departmental support.
Dept Of Health Engages In Detailed Discussions With NI Children's Hospice
The Department of Health has been engaged in a week detailed discussions on the current situation at NI Children's Hospice (NICH) , including direct engagement with the Hospice itself. Minister for Health, Robin Swann, has said that it is clear that the financial pressures facing NICH go much deeper than any reduction of Departmental support.
-
Northern Ireland WeatherToday:Mainly dry this morning with sunny spells then scattered showers breaking out this afternoon. A chilly start then feeling warmer in afternoon sunshine. Light southerly winds. Maximum temperature 11 °C.Tonight:Any showers at first soon dying out. Then dry overnight with clear periods and turning chilly with a touch of frost later tonight. Minimum temperature 1 °C.