Written question asked by Baroness Hodge of Barking (Labour), in the House of Commons. It was due for an answer on Tuesday, 20 June 1995. It was answered by Lord Hague of Richmond (Conservative) on Tuesday, 20 June 1995 on behalf of the Department of Social Security.

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Dept of Social Security;War Pensions Agency

Question

What performance indicators and performance targets there are for measuring the performance of his Department in (a) answering letters from members of the public and (b) answering telephone calls from members of the public; how performance is monitored; and what are the latest figures for performance measured against the target set; what policy and procedures exist for dealing with complaints against Dept by members of public; when Dept last updated its policy; wht time limit and target for dealing with such complaints Dept has; and whta follow-up procedure exists where complaints are not satisfied with Depts response to a complaints. - Includes text of letter from Peter Mathison of War Pensions Agency. Includes figures. See also answer at 262 c87-91W.

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Secondary information

Type

Written question

Reference

262 c224-6W

Session

1994-95

Subjects

Complaints Central government Correspondence Department of Social Security Government departments Standards Telephones War Pensions Agency

Contains statistics

Yes