Answering of Telephone Lines

Diana Smith made this Freedom of Information request to Department for Work and Pensions

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The request was refused by Department for Work and Pensions.

Dear Department for Work and Pensions,
under the FOIA, l would like to know if there is a system using caller display in play at the DWP?
To define if incoming calls are from the CAB or individuals?
Answer times differentiate from up to ten minutes to be answered by a CAB made call to well over an experienced 1 hour & twenty minutes with no answer obtained by myself as an individual.
Also to include the numbers for dialled calls to the DWP that are unsuccessful in getting through, as in faults upon the line or left to carry on ringing for inordinate length of times ?
Records l am keeping would suggest there is an element of defunct lines , which is a practise frowned on and reportable to Government Ministers and l would like to establish there is not in part use of these undesirable principles purely because of there perhaps being a lack of staff to answer calls ?

Yours faithfully,

Diana Smith

Yours faithfully,

Diana Smith

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Dear Diana Smith,

I am writing in response to your request for information, received 18th

Yours sincerely,

DWP Central FoI Team