Annex A

Annex A

Dear Mr Bennett

Thank you for your email dated 19 May 2008 which asked “When DWP employees call members of the public by telephone, highly confidential information is often discussed. Could you please tell me what policies, procedures and training DWP has put in place to allow members of the public to be confident that they are talking to a DWP employee, rather than a potential identity thief?”.

The Department for Work and Pensions take our responsibilities in handling customers' personal information very seriously, and our telephony staff receive training aimed at ensuring the customer is confident that they are speaking to a DWP member of staff. I have attached a copy of the Shared Services Caller Verification Scripts for your information. Annex 3 refers to outbound telephone calls.

I have also attached a copy of the outbound callers script.

If you are not satisfied with the handling of your request please tell us why, to the email address above, within two calendar months of the date of this letter. DWP will then arrange for someone to conduct an internal review of your request and its handling/decision. The review will be conducted by a senior officer. This person will have taken no part in the original decision. You will be advised of their decision in writing.

If you are not content with the outcome of the internal review you have the right to apply directly to the Information Commissioner to look into the way your request has been handled. Please note that generally the Commissioner cannot make a decision unless you have first exhausted DWP's own complaints procedure. The Commissioner can be contacted at:

FoI Complaints Resolution

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Fax: 01625 524 510

email: [email address]

Yours sincerely

DWP Central FoI Team

DWP Central Freedom of Information Team

e-mail: [DWP request email]

Our Ref: VTR485

3 September 2008