Office of the Commissioner
PO Box 61791
London
SW1P 9NT
E [email address]
Ref: VTR354
W www.childmaintenance.org
Date: 16 June 2009
Stuart Maskery [[FOI #8440 email]]
Dear Mr Maskery,
Re: Internal Review
Thank you for your e-mail dated 28 March 2009. Your request is being
considered under the terms of the Freedom of Information Act 2000. In your e-
mail you asked for a review of your original request for information dated 25
February and our response to you dated 25 March 09.
Firstly, I would like to sincerely apologise for the delay in responding to your
request for information and an internal review. We are currently addressing the
difficulties that led to this problem.
I have completed an internal review and I am in a position to inform you of the
outcome. I can confirm that I was not connected with the consideration of your
original request.
Having reviewed the response we provided for you, dated 25 March 2009, I have
decided to uphold the Agency’s original decision. I would however like to clarify
with you that there is no main switchboard number for Durham House. As
explained in our letter to you, the Child Support Agency can be contacted on the
national helpline on 0845 7133133 from 8am to 8pm Monday to Friday and from
9am to 5pm on Saturdays. The national helpline then route calls through to the
specific areas within the business. Our policies support the smooth running of the
business, avoiding any unnecessary disruption.
Additionally, if you wish to make a complaint, you may find the leaflet ‘How do I
complain about the service I get from the Child Support Agency’ helpful. This
leaflet is available:
• By phone on the national helpline number
• By textphone on 0845 7138924
• From the CSA’s website at www.csa.gov.uk.
I am sorry on this occasion I have been unable to provide you with the full
information you requested.
If you are still not satisfied, having received the results of my review you can ask
the Information Commissioner to look into the way your request has been
handled. The Commissioner is an independent officer who is appointed by Her
Majesty the Queen and reports directly to Parliament. The Commissioner can
see all the papers about your request and decide whether my decision is fair and
meets the requirements of the Freedom of Information Act.
The Commissioner can be contacted at:
Information Commissioner’s Office
Wycliffe House, Water Lane
Wilmslow, Cheshire
SK9 5AF
Telephone: 01625 545 745
Fax: 01625 545 510
email:
[email address]
website
www.informationcommissioner.gov.uk
Yours sincerely,
Duncan Gilchrist
Head of Policy
Child Maintenance & Enforcement Commission
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