Complaints about ICO staff by the public - numbers of complaints upheld - 2014 onwards

The request was partially successful.

Dear Information Commissioner’s Office,

1. Could you please tell me how many complaints from members of the public were made about ICO employees were made in 2014/ 2015/2016 ( to date of request)

2. Since there is discussion on the Internet about one particular manager's decisions, I would particularly like to know how many employee complaints Paddy Dillon has investigated - and how many were upheld in the time frame.

3. Since it could be argued that direct line managers have a vested interest in supporting their own team's performance, has the ICO had any discussions ( board or otherwise ) to improve the current independence of the public complaints system by allocating public complaints to other managers, (other than direct line managers)?

:::

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this request.

::::::::

Please consider the ICO's Decision on the provision original documents on file, rather than newly written letters of response.

https://ico.org.uk/media/action-weve-tak...

This request does not require a letter, drafted by the external affairs department, or any other written input by reputational defence employees, and purporting to be the response to a FOIA request.

Yours faithfully,

Jt Oakley

AccessICOinformation, Information Commissioner’s Office

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.

 

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Yours sincerely

 

The Information Commissioner’s Office

 

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Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Contact us: 0303 123 1113, www.ico.org.uk, livechat and twitter @ICOnews

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2. http://www.ico.org.uk/tools_and_resource...
3. http://www.twitter.com/ICOnews

Information Commissioner’s Office

3 Attachments

7th July 2016

 

Case Reference Number IRQ0634544

 

Dear J T Oakley

Thank you for your correspondence of 21 June 2016.We dealt with your
request in line with your rights under section 1 of the Freedom of
Information Act (FOIA).
 
 
Your request of 21 June 2016 read:
 
“1. Could you please tell me how many complaints from members of the
public were made about ICO employees were made in 2014/ 2015/2016
(To date of request)
 
2. Since there is discussion on the Internet about one particular
manager's decisions, I would particularly like to know how many employee
complaints Paddy Dillon has investigated - and how many were upheld in the
time frame.
 
3. Since it could be argued that direct line managers have a vested
interest in supporting their own team's performance, has the ICO had any
discussions ( board or otherwise ) to improve the current independence of
the public complaints system by allocating public complaints to other
managers, (other than direct line managers)?”
 
Our response
 
In response to question 1, please find attached a CSV sheet showing the
case reviews and the service complaints we have completed from 1 April
2014 up to the date of receiving your request and their outcomes.A
document describing the outcomes is also attached. 
 
Please note that where the column states “both” on the disclosed sheets,
this refers to a case investigated as case review and service complaint
(i.e. both attributes were selected by the case officer). Equally, the
word “blank” or the absence of an entry under the reason for review column
or outcome column indicates that no attributes were selected on those
cases.
 
 
In response to question 2, you requested the following:” I would
particularly like to know how many employee complaints Paddy Dillon has
investigated”. From the context of your request, my understanding is that
you are asking for case reviews and service complaints conducted by Paddy
Dillon and their outcomes. Please find this information attached. However,
if this is not what you are requesting please let me know.
 
 
We have extracted this data from our electronic casework management system
to enable us to respond to your request. We predominantly use this system
to track and progress individual cases. We might use this data to help
identify potential trends or to see the size and progress of our caseload.
The data provided reflects the data on the date it was extracted and can
be subject to change over time.
 
 
In response to question 3, we do not hold information in scope of your
request.
 
We hope our response is of assistance.
 
Yours sincerely
 
Iman Elmehdawy
Information Access Service Manager
 
 
Next steps
 
If you are dissatisfied with the response you have received and wish to
request a review of our decision or make a complaint about how your
request has been handled you should write to the Information Access team
at the address below or e-mail [1][ICO request email].

Your request for internal 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.
 
If having exhausted the review process you are not content that your
request or review 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 legislation.  To make such an application, please visit
the ‘Concerns’ section of our website to make a Freedom of Information Act
or Environmental Information Regulations complaint online.
 
A copy of our review procedure is available here
[2]https://ico.org.uk/media/about-the-ico/p...
 
 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Contact us: 0303 123 1113, www.ico.org.uk, livechat and twitter @ICOnews

References

Visible links
1. mailto:[ICO request email]
2. https://ico.org.uk/media/about-the-ico/p...

Dear Information Commissioner’s Office,

Thank you but it is in a form which I am unable to read.

Please could you send it in a readable form

Yours faithfully,

Jt Oakley

AccessICOinformation, Information Commissioner’s Office

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.

 

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
[2]http://www.ico.org.uk/tools_and_resource...

 

Twitter

Find us on Twitter at [3]http://www.twitter.com/ICOnews

 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Contact us: 0303 123 1113, www.ico.org.uk, livechat and twitter @ICOnews

References

Visible links
1. http://ico.org.uk/about_us/how_we_comply
2. http://www.ico.org.uk/tools_and_resource...
3. http://www.twitter.com/ICOnews

Information Commissioner’s Office

2 Attachments

7th July 2016

 

Case Reference Number IRQ0634544

 

Dear J T Oakley

Please find attached two PDF documents containing the information we
disclosed in CSV format.

I hope this is helpful.

Yours sincerely

Iman Elmehdawy

Information Access Service Manager

 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Contact us: 0303 123 1113, www.ico.org.uk, livechat and twitter @ICOnews

Dear Information Commissioner’s Office,

Thank you.

I can now read the data.

:::

I feel I must congratulate the ICO.

As it would seem - from these statistics - that ICO staff attitude toward the public runs -at levels of almost perfection.

And that therefore ICO staff far surpass the negative complaint ratio of other comparative organisations.

I must also thank you as the response shows that there is no point in the public wasting their time in complaining about such issues - as ICO staff shouting at them over the phone.

Perhaps this is because line managers are extremely alert and always seem overhear conversations a and so are able to vouch for their own staff's impeccable responses.

::

But I would like to reiterate part of the implication inherent request by clarification:.

If complaint judgements are always made by line managers of the very staff which the public have complained about, dies the ICO have any plans to change this process to a more independent one.

In that - even with the clearly superlative staff that the ICO has - there could be accusations of bias in that It be assumed that line managers are judging their own level of management and control of the staff concerned?

Yours faithfully,

Jt Oakley

AccessICOinformation, Information Commissioner’s Office

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.

 

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
[2]http://www.ico.org.uk/tools_and_resource...

 

Twitter

Find us on Twitter at [3]http://www.twitter.com/ICOnews

 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Contact us: 0303 123 1113, www.ico.org.uk, livechat and twitter @ICOnews

References

Visible links
1. http://ico.org.uk/about_us/how_we_comply
2. http://www.ico.org.uk/tools_and_resource...
3. http://www.twitter.com/ICOnews

Jt Oakley left an annotation ()

1. The ICO doesn't tape its phone calls - so any complaint is bound to fail. Unless you have taped it.

2. If you complain about an employee shouting at you- your complaint will fail - because the employee's line manager, who is investigating the complaint- will always have ' overheard' the entire conversation. And it was never shouty.

NB This is logically because the witnessing investigating line manager never leaves his /her desk next to the impolite person.

Never goes for lunch -or a rest break. And Is never ill or never ever goes on holiday.

3. The line manager is unlikely to ever decide in the complainant's favour, as it would be a mark on his/her management control of an employee.

So the ICO has deliberately chosen the person that the complaint goes straight to the employees' line manager to get the correct result - That is you are wrong.

,....Unless the complaint is provable in that it is in writing, which of course is difficult for the line manager to deny...by reading it from the next desk.

4. Even if there are other internet complainant comments on the ICO's impolite shouty employees, exhibiting exactiy the same behaviour, as in the current complaint - according to the ICO's internal complaints procedure, they never have.
They are supreme professionals.

5. Therefore don't waste your time.

6.Because the complaint system is a fix.

QED

DO NOT speak to any ICO employee - within the taping it.

Because the ICO complaints system is almost wholly in their favour .....( unless the line manager takes a break from being a next-desk witness one day) and they know they can treat you as rudely as they like.

Jt Oakley left an annotation ()

Looking through this again..if you complain about staff attitude, you will almost never win your case.

There is really no point in bothering. The system looks fixed.

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