---

Complaints Audit Committee Annual Report

I am pleased to announce the publication of the independent Complaints Audit Committee (CAC) annual report for the year 2004–05. Copies are available in the Library of the House and the Immigration and Nationality Directorate (IND) website. This is the CAC's 11th report. Their role is to monitor the effectiveness of IND's procedures for investigating complaints about the conduct and efficiency of staff in IND. Their findings are extremely valuable to the organisation. The annual report highlights a number of areas where IND could improve its customer service, supported by a number of recommendations. IND will use these recommendations to help inform their wider change and reform strategy, one of the key elements being to make IND a more customer focused organisation.