How often do you meet your targets for answering complaints you receive?

Alan Finlayson made this Rhyddid Gwybodaeth request to Swyddfa'r Comisiynydd Gwybodaeth

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn rhannol lwyddiannus.

Dear Information Commissioner’s Office,

I would be grateful if you could advise how many complaints you have received over the last twelve months and how many times during this period you have failed to

a) assign a complaint to one of your case workers within the target time of six to eight weeks, (as I have been advised of) and
b) how long it takes you on average to resolve such complaints.

Yours faithfully,

Alan Finlayson

AccessICOinformation, Swyddfa'r Comisiynydd Gwybodaeth

Thank you for contacting the Information Commissioner’s Office. We confirm
that we have received your correspondence.

If you have made a request for information held by the ICO we will contact
you as soon as possible if we need any further information to enable us to
answer your request. If we don't need any further information we will
respond to you within our published, and statutory, service levels. For
more information please visit [1]http://ico.org.uk/about_us/how_we_comply

If you have raised a new information rights concern - we aim to send you
an initial response and case reference number within 30 days.

If you are concerned about the way an organisation is handling your
personal information, we will not usually look into it unless you have
raised it with the organisation first. For more information please see our
webpage ‘raising a concern with an organisation’ (go to our homepage and
follow the link ‘for the public’). You can also call the number below.

If you have requested advice - we aim to respond within 14 days. 

If your correspondence relates to an existing case - we will add it to
your case and consider it on allocation to a case officer.

Copied correspondence - we do not respond to correspondence that has been
copied to us.

For more information about our services, please see our webpage ‘Service
standards and what to expect' (go to our homepage and follow the links for
‘Report a concern’ and ‘Service standards and what to expect'). You can
also call the number below.

For information about what we do with personal data see our [2]privacy
notice.

If there is anything you would like to discuss with us, please call our
helpline on 0303 123 1113.

Yours sincerely

The Information Commissioner’s Office

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References

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Dear Information Commissioner’s Office,

I refer to your reply to my original e-mail.

In your reply, you mention that information on your statutory service levels can be found under the following link.

]http://ico.org.uk/about_us/how_we_comply

However, when I click on this link, I am informed that this page does not exist. Please therefore advise where I can obtain this information. This is particularly relevant given that I have today been informed that 8 weeks after first having submitted a complaint to you, it still ha not been allocated to a case investigator.

I look forward to hearing from you within the next twenty four hours.

Yours faithfully,

Alan Finlayson

AccessICOinformation, Swyddfa'r Comisiynydd Gwybodaeth

Thank you for contacting the Information Commissioner’s Office. We confirm
that we have received your correspondence.

If you have made a request for information held by the ICO we will contact
you as soon as possible if we need any further information to enable us to
answer your request. If we don't need any further information we will
respond to you within our published, and statutory, service levels. For
more information please visit [1]http://ico.org.uk/about_us/how_we_comply

If you have raised a new information rights concern - we aim to send you
an initial response and case reference number within 30 days.

If you are concerned about the way an organisation is handling your
personal information, we will not usually look into it unless you have
raised it with the organisation first. For more information please see our
webpage ‘raising a concern with an organisation’ (go to our homepage and
follow the link ‘for the public’). You can also call the number below.

If you have requested advice - we aim to respond within 14 days. 

If your correspondence relates to an existing case - we will add it to
your case and consider it on allocation to a case officer.

Copied correspondence - we do not respond to correspondence that has been
copied to us.

For more information about our services, please see our webpage ‘Service
standards and what to expect' (go to our homepage and follow the links for
‘Report a concern’ and ‘Service standards and what to expect'). You can
also call the number below.

For information about what we do with personal data see our [2]privacy
notice.

If there is anything you would like to discuss with us, please call our
helpline on 0303 123 1113.

Yours sincerely

The Information Commissioner’s Office

Our newsletter

Details of how to sign up for our monthly e-newsletter can be found at
[3]http://www.ico.org.uk/tools_and_resource...

Twitter

Find us on Twitter at [4]http://www.twitter.com/ICOnews

 

References

Visible links
1. http://ico.org.uk/about_us/how_we_comply
2. https://ico.org.uk/global/privacy-notice/
3. http://www.ico.org.uk/tools_and_resource...
4. http://www.twitter.com/ICOnews

Swyddfa'r Comisiynydd Gwybodaeth

30 August 2018

 

Case Reference Number IRQ0780500

 

Dear Mr Finlayson

Thank you for your recent request for information. We received your
request on 28 August.
 
We will be considering your request under the Freedom of Information Act
2000. You can expect us to respond in full by 25 September. This is 20
working days from the date we received your request. If, for any reason,
we can’t respond by this date, we will let you know and tell you when you
can expect a response.
 
If you have any questions please contact me using the IRQ case reference
number above or by replying to this email and leaving the subject field
unchanged.
 
Thank you for your interest in the work of the Information Commissioner's
Office.
 
Yours sincerely 
 
 
 

Jessica Duckworth
Senior Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 0330 4146497  F. 01625 524510  [1]ico.org.uk  [2]twitter.com/iconews
Please consider the environment before printing this email
For information about what we do with personal data see our [3]privacy
notice

 
 
 

References

Visible links
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Swyddfa'r Comisiynydd Gwybodaeth

25 September 2018

 

Case Reference Number IRQ0780500

 

Dear Mr Finlayson

Information request
 
I write in response to your email of 28 August 2018 in which you submitted
a request for information to the Information Commissioner’s Office (ICO).
Your request has been dealt with in accordance with the Freedom of
Information Act 2000 (FOIA).
 
Your request
 
“I would be grateful if you could advise how many complaints you have
received over the last twelve months and how many times during this period
you have failed to a) assign a complaint to one of your case workers
within the target time of six to eight weeks, (as I have been advised of)
and b) how long it takes you on average to resolve such complaints”
 
Our response
 
I can confirm we hold information that falls in the scope of your request.
 
I have provided the number of complaints under data protection legislation
and freedom of information/environmental information legislation that we
have completed in the past year (up to the date of your request) below.

* Data protection complaints: 24833
 
* FOIA complaints: 5696
 
* EIR (Environmental Information Regulations 2004) complaints: 596

 
The average number of days to finish casework is as follows:
 
 

* Data protection complaints: 44.87

* FOIA complaints: 78.10

* EIR (Environmental Information Regulations 2004) complaints: 105.48

 
More information about our casework performance can be found in our annual
reports which are available here:
 
[1]https://ico.org.uk/about-the-ico/our-inf...

I note that you have referred to a ‘target’ time of 6-8 weeks to assign a
complaint to a caseworker. I understand this is an estimate provided to
you based on the workload of the relevant department at the time of your
complaint rather than one of our official service standards. Our service
standards can be found here:
[2]https://ico.org.uk/about-the-ico/our-inf...
 
Unfortunately we are unable to provide a figure for the number of
complaints that took over 6-8 weeks to allocate to a caseworker as
locating and extracting this information from our records will exceed the
cost limit contained in section 12 of the FOIA.
 
As you may be aware section 12 of the FOIA makes clear that a public
authority (such as the ICO) is not obliged to comply with an FOIA request
if the authority estimates that the cost of complying with the request
would exceed the ‘appropriate limit'. The ‘appropriate limit’ for the ICO,
as determined in the Freedom of Information and Data Protection
(Appropriate Limit and Fees) Regulations 2004 is £450. We have determined
that £450 would equate to 18 hours work.
 
The information you have requested is likely to sit within our electronic
case management system, which we largely use to track and progress
individual cases. However, this system is not set up to easily provide us
with the type of information you have requested.  Generally speaking this
is not the sort of information we would need for our own day to day
business purposes.

In order to provide you an accurate figure for this information it would
be necessary for us to manually access each individual casework record to
find and extract the information you have requested.

As you will note from the above figures, this would be in excess of 30,000
records.
 
We would estimate that it would take an average of 2 minutes per case to
do this and completing this task would take well in excess of 18 hours of
work.
 
I have given some consideration to how you may be able to narrow the scope
of your request to try and bring this with the section 12 FOIA cost limit.
Due to the high number of complaints that are reported to the ICO it would
be necessary in the first instance to significantly reduce the time frame
your request covers. This alone is unlikely to bring your request within
the cost limit as even a time frame of a few weeks will still encompass a
large amount of casework to be checked manually.
 
In addition to reducing the time frame your request covers you could limit
your request further by focusing it on a specific sector which may,
depending on the number of complaints remaining in scope, bring your
request within the cost limit. You could also limit the requests to the
legislation that the complaint is about, for example by only including
complaints about breaches of FOI.  
 
This concludes our response. I hope the information provided is helpful.

Review Procedure

If you are not satisfied that your request for information has been dealt
with correctly, please write to the Information Access Team at the address
below, reply directly to this email (with the reference number contained
within the square brackets left intact), or email us at
[3][ICO request email], quoting the reference number
IRQ0780500.

Your request for a review should be submitted to us within 40 working days
of receipt by you of this response.  Any such request received after this
time will only be considered at the discretion of the Commissioner.

Ultimately if you are not satisfied that your request for information has
been dealt with correctly you have a further right of appeal to this
office in our capacity as the statutory complaint handler under the
relevant legislation.  To make such an application, please write to our
Customer Contact Team at the address below, or visit the ‘Report a
Concern’ section of our website.
A copy of our review procedure is available here
[4]https://ico.org.uk/media/about-the-ico/p...
 
Yours sincerely

Ian Goddard
Senior Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 0330 4146823  F. 01625 524510  [5]ico.org.uk  [6]twitter.com/iconews
For information about what we do with personal data see our [7]privacy
notice
Please consider the environment before printing this email

References

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4. https://ico.org.uk/media/about-the-ico/p...
5. http://ico.org.uk/
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