Oral question asked in the House of Commons, by Andrew Selous (Conservative). It was answered on Monday, 8 October 2007 on behalf of the Department for Work and Pensions.

Jobcentre Plus (Telecoms Charges)

Question: Is the Minister aware that many people trying to claim benefits over the phone either cannot get through or are told that they will be called back even though they do not have a phone? The social fund commissioner's office found that fewer than one in five calls were answered, so will the Minister end the Government's complacency about the effect of the faceless state on people in real difficulties and ensure that those in particular need can either see a Jobcentre Plus official or have an official make the call on their behalf?

Answer: I appreciate the enthusiasm that the hon. Gentleman brings to his post, but we do of course offer face-to-face interviews with Jobcentre Plus advisers in appropriate circumstances. The hon. Gentleman shakes his head, but I can assure him that that is the case. It is very clear in some application processes that a third person can speak on behalf of the applicant. More than 90 per cent. of calls are answered, but we are aware that we have to continue to review matters in order to ensure that the system is made even better. I take great exception to the hon. Gentleman's comment that this amounts to a ““faceless state””. We have a whole range of committed and dedicated benefit advisers across the country whose main job and principal occupation and commitment is to ensure that people get the help that they need at the time that they need it.

Secondary information

Type: Oral question
Reference: 464 c10
Session: 2006-07
Oral question type: Supplementary
Chamber / Committee: House of Commons chamber
Subjects: Advisory services Jobcentre Plus Telephone services Fees and charges Ofcom Telephone numbering
Link: View this Oral question on www.publications.parliament.uk