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Solicitor-General

Answer

Mrs. Curtis-Thomas: To ask the Solicitor-General if she records correspondence and complaints primarily by the name of the sender; how complaints from the public have influenced the processes employed by the CPS, the Solicitor-General and the Attorney General; and if complaints have been reviewed by (a) the HMCPSI and (b) law officers in an internal review. [59338] Solicitor General: All correspondence (including complaints) received in the Legal Secretariat to the Law Officers is recorded in a mail index by name. It is then assigned to a file according to the subject matter and source. The Law Officers consider what action is required on case-by-case basis depending on the nature of the complaint. All CPS Areas maintain a register of complaints received from the public. They have a discretion to record them alphabetically or chronologically according to when the complaint was received. Area inspections by HM Crown Prosecution Service Inspectorate routinely include scrutiny of the complaints register, as well as the timeliness and quality of responses to complaints. This aspect of the scrutiny by HMCPSI is undertaken with the assistance of lay inspectors. Although not mandatory, the Crown Prosecution Service encourages managers to periodically review and analyse complaints received with a view to identifying aspects of performance and processes which may need improvement or revision. The Joint Standing Committee on Good Practice (which incorporates membership from both HMCPSI and the CPS) has recently concluded a study of the processes within the CPS for handling complaints. Its proposed guidance was approved by the CPS Board in June. Considerable emphasis is placed on the scope for continuous improvement which is achievable through proper analyses of, and response to complaints. In view of the scrutiny of complaints handling effected by HMCPSI, the Law Officers have not found it necessary to instigate an internal review of the CPS complaints procedure.

Secondary information

Type

Written question

Reference

59338; 390 c82W

Session

2001-02

Subjects

Complaints Administration Crown Prosecution Service Correspondence

Link

View this Written question on www.publications.parliament.uk