Complaints procedure

https://www.whatdotheyknow.com/request/complaints_procedure_8#incoming-385587

It has recently come to my attention that the job centre has withdrawn the job centre standard service booklet. This booklet provides customers with a written procedure of how they can make a complaint if they are unhappy with the level of service.

In relation to the above please can you provide the following information:

1. Will there be a replacement leaflet/booklet which will explain how customers can complain?

2. Will there be any other written guidance available reasonably at the job centre for customers ?

3. I understand that the complaints procedure is available on the Internet on direct.gov website. How does the job centre propose to reasonably inform customers of the complaints procedure if they do not have the Internet available at home?

4. Has the old booklet been withdrawn in order to limit the number of complaints customers make?

Yours faithfully,

Raj Kumar

Response:
The leaflet ‘About Jobcentre Plus – Our Service Standards’ Ref: DWP031 has not been
withdrawn and should be available in any Jobcentre Plus office.
Alternatively the leaflet can be ordered and posted out by ringing the DWP Information
Line on 0845 7 31 32 33.
The process for making a compliment or complaint has not changed and is still included in
the booklet.
I have inserted a copy of the booklet for your information.


FOI Internal Review Request No 343

Thank you for your Freedom of Information request received on the 12 April 2013. You
asked for the following information:

I am writing to request an internal review of Department for Work
and Pensions’ handling of my FOI request 'Complaints procedure'.      
According to staff at Wolverhampton and Bilston Job Centre Plus,
the booklet titled 'Our Service Standards' has been withdrawn and
is no longer available at these job centres.  Please can you provide some
clarification on this matter.
     
Response:

I have reviewed the response to your FOI request dated 4 April 2013 and can confirm the
following

The leaflet 'About Jobcentre Plus - Our Service Standards' (Ref: DWP031) has not been
withdrawn and is available on request. Our staff at the Wolverhampton and Bilston
Jobcentres should have given you a copy of the leaflet.  We will remind staff that the
DWP031 leaflet is still available and would like to apologise for any confusion.

We are currently reviewing a new product, 'About the Department for Work and Pensions -
Our Service Standards' (Ref: DWP032). This leaflet explains the new complaints process
which has been aligned across the whole Department. The new leaflet will be available
from mid-May.

If you have any queries about this letter please contact me quoting the reference number
above.  

Yours sincerely

Charlotte Knaggs
Communications Senior Manager
Department for Work & Pensions

The leaflet 'About Jobcentre Plus - Our Service Standards' (Ref: DWP031) has not been
withdrawn and is available on request.

Claimants would not necessarily know they could request this if they were unaware that it even exists.

DWP032 | v1.1 (November 2014)

Has now been withdrawn.

https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/670426/dwp032-112014.pdf

The Department for Work and Pensions is improving the way it handles complaints and making it simpler.

https://www.gov.uk/government/news/dwp-improves-complaints-handling

Further to my recent FOI about the number of complaints my job center has had about its staff and managers.
I would like to point out that the above complaints procedure does not tell you that the DWP will only accept 6 complaint root causes that identify broadly where a service has failed. You can no longer just request to raise a complaint, then tell them what your complaint is. You must conform and your complaint must fall within the 6 specified categories that they have decided your complaint might be about.

They are:
You haven’t given me the information that suits my needs.
DWP staff don’t treat me with respect.
I can’t access the system.
You took too long.
You got it wrong.
I had to contact a number of agencies to tell them the same thing.

Root Cause and Sub Categories
1. You haven't given me the information that suits my needs
1.a) You told me the wrong thing (misdirection)
1.b) What you told me was confusing/contradictory
1.c) You haven't answered my questions
1.d) My reply was not in the requested format
1.e) I don't understand your system letter
1.f) I don't understand your manual letter
1.g) You didn't tell me about your decision
1.h) You didn't keep me informed
1.i) I didn't understand the process
1.j) You haven't given me all the information in the RAR
1.k) You haven’t given me the FoI information requested
1.l) I didn't understand - your English/Welsh is poor
1.m) Your SMS was unclear
1.n) Number withheald, security questions will be asked
1.o) You have asked for the same information again
1.p) You failed to Reply to Correspondence

2. DWP staff don't treat me with respect
2.a) You didn't listen to me
2.b) You were unhelpful/unprofessional
2.c) You were rude/threatening/abusive towards me
2.d) You should not have contacted me
2.e) You did not consider my needs
2.f) You discriminated against me because of my age
2.g) You discriminated against me because of my disability
2.h) You discriminated against me because of my gender reassignment
2.i) You discriminated against me because of my marriage and civil partnership
2.j) You discriminated against me because of my pregnancy and maternity
2.k) You discriminated against me because of my race
2.l) You discriminated against me because of my religion or belief
2.m) You discriminated against me because of my sex
2.n) You discriminated against me because of my sexual orientation
2.o) You did not apologise for the poor service provided
2.p) Quality of Client Handling
2.q) You breached my confidentiality

3. I can't access the system
3.a) I can't get through/I don't understand the options
3.b) I couldn't pass the security questions
3.c) You didn't call me back/write/reply to my journal / self service portal
3.d) You cut me off/put the phone down on me
3.e) No-one was available to see/help me
3.f) I've been passed from person to person
3.g) Your online claiming/digital channel keeps crashing
3.h) There’s no alternative to online claiming
3.i) You don't have a way to claim online
3.j) I couldn’t find what I wanted on your website
3.k) Your forms are too complicated
3.l) Dissatisfied with how I was treated by your contractor
3.m) I couldn't get anyone to help me to get online to claim
3.n) Service has directed me to the wrong benefit - JSA/UC
3.o) Disclosure - Unable to progress my enquiry
3.p) I can't use / don't know how to use my Journal / self-service portal (CMS)

4. You take too long
4.a) You took too long to process my new claim
4.b) You took too long to process my change of circs
4.c) You took too long to process my fit note
4.d) You took too long to pay me (first payment)
4.e) You took too long to pay me (on-going payment)
4.f) You took too long to process my medical assessment
4.g) You took too long to assess the UC housing element
4.h) I won my appeal but you haven't paid me yet
4.i) You took too long to decide entitlement/sanction
4.j) You took too long to decide the mandatory recon
4.k) Error continued so long recovery causing me hardship
4.l) Changed decision/recon in my favour but not paid me
4.m) Had to wait too long to be seen/get through on phone
4.n) You haven't returned my paperwork yet
4.o) You took too long to call me back/write
4.p) You took too long to respond to my UC journal entry
4.q) You took too long to respond to my self-service portal request (CMS)
4.r) Provider took too long to assess me
4.s) You took too long to pay my special payment
4.t) You took too long to pay housing costs (APA)
4.u) You took too long to process my renewal claim / intervention
4.v) Your investigation into my claim is taking too long
4.w) You took too long to process my appeal
4.x) You took too long to carry out my annual review (CMS)
4.y) You took too long to change my service type (CMS)
4.z) You took too long to collect my ongoing maintenance (CMS)
4.aa) You took too long to collect my arrears (CMS)
4.ab) You took incorrect write off action (CMS)
4.ac) You took too long to collect my 93/03 arrears (CMS)

5. You've got it wrong
5.a) You paid me the wrong amount
5.b) You were wrong about my entitlement
5.c) You didn't follow legislation/DWP operational policy
5.d) You didn't record my changes/personal info correctly
5.e) You decided before getting/not considering evidence
5.f) You're asking me to repay too much
5.g) You got your entitlement/sanction decision wrong
5.h) You got your mandatory reconsideration wrong
5.i) You got my overpayment wrong
5.j) You put me in the wrong ESA/UC Group
5.k) The RTI feed information is wrong
5.l) You paid me the wrong UC Housing amount
5.m) You paid me the wrong UC Childcare amount
5.n) You lost my documents
5.o) You haven't given me redress for your mistakes
5.p) The medical examination/examiner was sub-standard
5.q) Personal info was wrongly disclosed to a third party
5.r) You breached your DPA security protocols
5.s) Disability alternative format request error
5.t) You paid housing costs to the wrong person (APA)
5.u) You shouldn't have disclosed information to a 3rd party
5.v) You collected the wrong amount of child maintenance (CMS)
5.w) You calculated the wrong amount of maintenance (CMS)
5.x) You calculated the wrong amount of CMS 2012 arrears (CMS)
5.y) You calculated the wrong amount of CSA93/03 arrears (CMS)
5.z) The HMRC data is not representative (CMS)
5.aa) You incorrectly applied the application fee (CMS)
5.ab) You calculated the wrong amount of charges / fees (CMS)
5.ac) You applied the wrong service type (CMS)
5.ad) You got the 25% tolerance wrong (CMS)
5.ae) You were Wrong about the MA Calculation (CSA)
5.af) You made the wrong Arrears Calculation (CSA)
5.ag) You failed to Secure Reg. Payments (CSA)
5.ah) You failed to Enforce (CSA)
5.ai) Variations (CSA)
5.aj) You took incorrect write off action (CMS)
5.ak) You took unnecessary action (CMS)

6. I have to contact a number of agencies to tell them the same thing
6.a) You don't share information with other depts/agencies
6.b) It has cost me money getting to the right place in DWP
6.c) You wasted time passing me to other depts/agencies