ICO complaints service procedure

Jt Oakley made this Freedom of Information request to Information Commissioner's Office

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

The request was successful.

Dear Information Commissioner’s Office,

The ICO complaints service complaints procedure - Once a complaint has been logged against an ICO employee I would like to know the procedure which takes place after the complaint.

I would especially like to know if employees are allowed to investigate complaints about themselves - and to continue to correspond with the complainant - even though the complainant has stated that they should not.

And are ICO employees - under the complaints procedure - allowed to state that if the complainant does not wish to correspond with the employee concerned during the investigation, the case cannot continue?

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

 

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Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk

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

18 December 2015

 

Case Reference Number IRQ0607789

 

Dear Ms [first name redacted] Oakley

Request for Information
 
Thank you for your information request of 1 December 2015 to the
Information Commissioner’s Office (ICO), in which you have asked “The ICO
complaints service complaints procedure - Once a complaint has been logged
against an ICO employee I would like to know the procedure which takes
place after the complaint.”. 
 
We have dealt with your request in accordance with your ‘right to know’
under section 1(1) of the Freedom of Information Act 2000 (FOIA), which
entitles you to be provided with any information ‘held’ by a public
authority, unless an appropriate exemption applies.
 
The ICO’s processes for dealing with complaints about us are already set
out within our published information, all available on our website at the
following links:
 
Complaints about the ICO – service standards:
 
[1]https://ico.org.uk/about-the-ico/our-inf...
 
Report a concern – complaints about us:
 
[2]https://ico.org.uk/concerns/complaints-a...
 
ICO Service Guide – see ‘Service Standards’ within section 7, ‘Feedback
about our service’ within section 14, and ‘Service Standards and relevant
timescales’ within Appendix 3
 
[3]https://ico.org.uk/media/1876/ico-servic...
 
You have asked “I would especially like to know if employees are allowed
to investigate complaints about themselves - and to continue to correspond
with the complainant - even though the complainant has stated that they
should not.
 
The ‘Report a concern - complaints about us’ link above confirms:
 
“In most cases, the person who dealt with you will first check to see if
they can resolve your complaint by providing you with further information
or clarification about any decisions they have reached. If they can't do
that, they will share your complaint with an appropriate manager, who will
look at what we have done and why.”
 
As this information is already publicly available it is ‘reasonably
accessible’ to you, and therefore the exemption at section 21 of the FOIA
is applicable.  

Within your information request you have also asked:

And are ICO employees - under the complaints procedure - allowed to state
that if the complainant does not wish to correspond with the employee
concerned during the investigation, the case cannot continue?”
 
We do not hold any recorded information about this. Although we don’t
usually use [4]www.whatdotheyknow.com to answer general enquiries about
our processes - this is not what this website is for - we will do so in
this case. However, we would appreciate it if you could send any such
general enquiries you may have in the future to [5][email address].
 
When an individual asks us to look into an information rights matter and
we take that matter up, that individual is working with the Information
Commissioner, regardless of who is administering the case.
 
If the individual won’t work with the Commissioner through his delegated
representative, then we are quite within our rights, and the FOIA, not to
make a decision. As long as we make that clear to the complainant, there
are grounds to discontinue the case at section 50(1-3).
 
If an individual won’t work with the Commissioner through his delegated
representative on a DPA case, then using the discretion he has under
section 42, the Commissioner may simply decide to discontinue the
investigation and, if possible, make an assessment based on the
information he has at the time.
 
Review Procedure
 
We hope this provides you with the information you require.  However, if
you are dissatisfied with this response 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 [6][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 write
to our Customer Contact Team at the address given or visit our website if
you wish to make a complaint under either the Freedom of Information Act
or Environmental Information Regulations.
 
A copy of our review procedure can be accessed from our website [7]here.
 
Yours sincerely
 
 
 

Antonia Swann
Lead Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 01625 545894  F. 01625 524510  [8]ico.org.uk  [9]twitter.com/iconews
Please consider the environment before printing this email

 
 
 
 
 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk

References

Visible links
1. https://ico.org.uk/about-the-ico/our-inf...
2. https://ico.org.uk/concerns/complaints-a...
3. https://ico.org.uk/media/1876/ico-servic...
4. http://www.whatdotheyknow.com/
5. mailto:[email address]
6. mailto:[ICO request email]
7. https://ico.org.uk/media/about-the-ico/p...
8. http://ico.org.uk/
9. https://twitter.com/iconews

Dear Information Commissioner’s Office,

Thank you.

Could you please confirm the following as the complaints process ( as received ) is not clear.

It is my understanding frm the ICO 's complaint process that :

1. That an employee - who the complainant has SPECIFICALLY stated may not continue to contact a complainant- as the service complaint is about an unacceptable telephone manner - ie bullying, can continue to contact that complaint.
Even though the complaint may state that they consider that yet more contact is a continuation of the bullying, which can be construed as harassment in any other complaints situation.

2. That the employee's line manager, who wouid presumably have more of a vested interest in protecting the reputation of his/ her own management skills, always carries out the investigation of a service complaint.

3. That there is no independent investigations of service complaints, other than the employees' line manager investigating a bullying ( or other) complaint.

Ie the ICO has no seperate service complaint section/ department.

:::::::

I base my request for this information on information from the Internet :

http://studyingthebnp.blogspot.co.uk/

In which the same employee seems to have been investigated, for the same or a similar reason , by the same manager , with exactly the same outcome.

4. I would also like to know if any other complaints of the same nature ( or similar complaint) about the person stated ) has been investigated by the same manager, with the same outcome.

5. And if the ICO keeps a monitoring record of employees where bullying - such as in this case, or an unacceptable telephone manner- has been alleged.

6. I wouid also like to know, as the ICO has not seemed to consider this aspect ( where the complainant is contacted AFTER making a complaint and yet has asked not to be) Is being reconsidered by the ICO - in the current climate where any perceived bullying (as defined by the complainant) is no longer acceptable.

7. And if the ICO has any plans to record conversations between employees and requesters, so that an informed and fair investigation can take place in the case of any service complaint.

Yours faithfully,

Jt Oakley

casework, Information Commissioner's Office

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

 

We don’t monitor this email address, so please don’t respond directly to
this email.

 

If you have raised a new information rights concern - we aim to send you
an initial response and case reference number within 30 days. Please note
that 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 ‘[1]raising a concern with an organisation’.

 

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

 

If you have reported receiving spam email – we will use the information
you have provided to identify, investigate and take action against
organisations that are not following the rules around direct marketing. We
don’t respond to such concerns individually, so please note that we’re
unlikely to contact you about this matter again, unless we need any
further information to help with our investigations.

 

If you have made a request for information held by the ICO - we will
contact you if we need any further information to help us 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 our webpage [2]'access information about the ICO'.

 

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
‘[3]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 you have a matter you would like to discuss with us, please call our
helpline on 0303 123 1113 (local rate).

 

Yours sincerely

 

The Information Commissioner’s Office

 

Our newsletter

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

 

Twitter

Find us on Twitter at [5]http://www.twitter.com/ICOnews

 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk

References

Visible links
1. http://ico.org.uk/for_the_public/raising...
2. http://ico.org.uk/about_us/how_we_comply
3. http://ico.org.uk/about_us/how_we_work/s...
4. http://www.ico.org.uk/tools_and_resource...
5. http://www.twitter.com/ICOnews

Information Commissioner's Office

22nd January 2016

 

Case Reference Number IRQ0610341

 

Dear Ms [first name redacted] Oakley

Request for Information
 
Thank you for your email of 22 December 2015, which includes the following
information request to the Information Commissioner’s Office (ICO):
 
“I would also like to know if any other complaints of the same nature (or
similar complaint) about the person stated) has been investigated by the
same manager, with the same outcome.”
 
and
 
“And if the ICO keeps a monitoring record of employees where bullying -
such as in this case, or an unacceptable telephone manner- has been
alleged.”
 
We have dealt with your latest request under the new reference number
shown above, and in accordance with your ‘right to know’ under section
1(1) of the Freedom of Information Act 2000 (FOIA), which entitles you to
be provided with any information ‘held’ by a public authority, unless an
appropriate exemption applies.
 
We will address each request in turn.
 
“I would also like to know if any other complaints of the same nature (or
similar complaint) about the person stated) has been investigated by the
same manager, with the same outcome.”
 
You will be aware that there are a number of exemptions within the FOIA,
and if an exemption applies to the information you have asked for this
means that the ICO may not be under any obligation to confirm or deny if
that information exists, nor supply you with that information if it does
exist.
 
The exemption at section 40(2) of the FOIA relates to ‘personal data’, and
is engaged if the disclosure of that information would breach any of the
data protection principles contained within the Data Protection Act 1998. 
 
Given that any information we might hold of this description about any
case officer would fall within the definition of ‘personal data’, the
exemption at section 40(2) FOIA is applicable.  We take the view that if
we were to confirm or deny to you that we hold the information you have
asked for this would be unfair, and would be in breach of the first data
protection principle. 
 
Therefore, we are not required to confirm to you whether or not we hold
the information you have asked for, nor are we required to supply you with
that information if it were held.

“And if the ICO keeps a monitoring record of employees where bullying -
such as in this case, or an unacceptable telephone manner- has been
alleged.”
 
Along with all other casework, we do maintain records of service
complaints made about ICO staff which are held within our case management
system under the ‘RCC’ prefix.  However, these records do not include any
criteria or category which indicates whether such complaints relate to
concerns about bullying or an unacceptable telephone manner.  Therefore,
no monitoring record you describe is held by the ICO. 
 
 
We hope this is helpful, but if you are dissatisfied with this response
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 write
to our Customer Contact Team at the address given or visit our website if
you wish to make a complaint under either the Freedom of Information Act
or Environmental Information Regulations.
 
A copy of our review procedure can be accessed from our website [2]here.
 
Yours sincerely
 
 
 

Antonia Swann
Lead Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 01625 545894  F. 01625 524510  [3]ico.org.uk  [4]twitter.com/iconews
Please consider the environment before printing this email

 
 
 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk

References

Visible links
1. mailto:[ICO request email]
2. https://ico.org.uk/media/about-the-ico/p...
3. http://ico.org.uk/
4. https://twitter.com/iconews

Dear Information Commissioner’s Office,

Thank you for your explanatory letter - as this is an FOIA enquiry - are there no written complaints procedures on file?

Because I do not see any complaint form - or written procedure - in response to my request.

Surely they must exist? It cannot be that any complaint is just given to an employee's line manager to assess.

Yours faithfully,

Jt Oakley

new casework, Information Commissioner's Office

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

 

We don’t monitor this email address, so please don’t respond directly to
this email.

 

If you have raised a new information rights concern - we aim to send you
an initial response and case reference number within 30 days. Please note
that 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 ‘[1]raising a concern with an organisation’.

 

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

 

If you have reported receiving spam email – we will use the information
you have provided to identify, investigate and take action against
organisations that are not following the rules around direct marketing. We
don’t respond to such concerns individually, so please note that we’re
unlikely to contact you about this matter again, unless we need any
further information to help with our investigations.

 

If you have made a request for information held by the ICO - we will
contact you if we need any further information to help us 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 our webpage [2]'access information about the ICO'.

 

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
‘[3]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 you have a matter you would like to discuss with us, please call our
helpline on 0303 123 1113 (local rate).

 

Yours sincerely

 

The Information Commissioner’s Office

 

Our newsletter

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

 

Twitter

Find us on Twitter at [5]http://www.twitter.com/ICOnews

 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk

References

Visible links
1. http://ico.org.uk/for_the_public/raising...
2. http://ico.org.uk/about_us/how_we_comply
3. http://ico.org.uk/about_us/how_we_work/s...
4. http://www.ico.org.uk/tools_and_resource...
5. http://www.twitter.com/ICOnews

Information Commissioner's Office

22 January 2016

 

Case Reference Number IRQ0610341

 

Dear Ms [first name redacted] Oakley
 
Thank you for your email of 22 January.
 
We have already responded to your request for the ICO’s Complaints
Procedure – please see our reply of 18 December 2015 which appears in this
WDTK chain of correspondence, under the title ‘ICO complaints service
procedure’.
 
For the avoidance of doubt, in our response of 22 December we confirmed
the following, including the relevant links to our website pages:
 
“The ICO’s processes for dealing with complaints about us are already set
out within our published information, all available on our website at the
following links:
 
Complaints about the ICO – service standards:

[1]https://ico.org.uk/about-the-ico/our-inf...
  
Report a concern – complaints about us:
 
[2]https://ico.org.uk/concerns/complaints-a...
 
ICO Service Guide – see ‘Service Standards’ within section 7, ‘Feedback
about our service’ within section 14, and ‘Service Standards and relevant
timescales’ within Appendix 3
 
[3]https://ico.org.uk/media/1876/ico-servic...
 
 
Yours sincerely
 
 
Antonia Swann
Lead Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 01625 545894  F. 01625 524510  [4]ico.org.uk  [5]twitter.com/iconews
Please consider the environment before printing this email
For secure emails over gsi please use [6][email address]  
 

 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk

References

Visible links
1. https://ico.org.uk/about-the-ico/our-inf...
2. https://ico.org.uk/concerns/complaints-a...
3. https://ico.org.uk/media/1876/ico-servic...
4. http://ico.org.uk/
5. https://twitter.com/iconews
6. mailto:[email address]

Dear Information Commissioner’s Office,

This Is where the link above ends.

Page not found
The page or document you are looking for is not available. This may be because:

it is out of date and has been deleted;
it has moved; or
the webpage address was entered incorrectly.
Try using our search function to find what you are looking for, or go back to the homepage.

If you believe there is an error with our site, please report using our website feedback form.

:::

Once again, it is the internal guidance to staff - on determining a complaint, which I seek.
This would be a process to follow.

Yours faithfully,

Jt Oakley

new casework, Information Commissioner's Office

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

 

We don’t monitor this email address, so please don’t respond directly to
this email.

 

If you have raised a new information rights concern - we aim to send you
an initial response and case reference number within 30 days. Please note
that 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 ‘[1]raising a concern with an organisation’.

 

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

 

If you have reported receiving spam email – we will use the information
you have provided to identify, investigate and take action against
organisations that are not following the rules around direct marketing. We
don’t respond to such concerns individually, so please note that we’re
unlikely to contact you about this matter again, unless we need any
further information to help with our investigations.

 

If you have made a request for information held by the ICO - we will
contact you if we need any further information to help us 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 our webpage [2]'access information about the ICO'.

 

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
‘[3]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 you have a matter you would like to discuss with us, please call our
helpline on 0303 123 1113 (local rate).

 

Yours sincerely

 

The Information Commissioner’s Office

 

Our newsletter

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

 

Twitter

Find us on Twitter at [5]http://www.twitter.com/ICOnews

 

 

Diolch yn fawr ichi am gysylltu â Swyddfa’r Comisiynydd Gwybodaeth. Rydym
yn cadarnhau bod eich gohebiaeth wedi dod i law.

 

Nid yw’r cyfeiriad e-bost hwn yn cael ei fonitro, felly peidiwch ag anfon
ymateb uniongyrchol i’r neges hon.

 

Os ydych wedi codi pryder newydd ynghylch hawliau gwybodaeth – rydym yn
anelu at anfon ymateb cychwynnol a rhif cyfeirnod yr achos atoch o fewn 30
diwrnod. Os ydych yn poeni ynghylch sut mae sefydliad yn ymdrin â’ch
gwybodaeth bersonol, sylwch na fyddwn ni’n edrych i mewn i’r peth fel
rheol oni bai eich bod chi wedi’i godi gyda’r sefydliad yn gyntaf. I gael
rhagor o wybodaeth, gweler ein tudalen gwe ‘[6]raising a concern with an
organisation’.

 

Os ydych wedi gofyn am gyngor – rydym yn anelu at ymateb o fewn 14
diwrnod.

 

Os ydych wedi rhoi gwybod eich bod wedi cael ebost sbam – byddwn yn
defnyddio’r wybodaeth a roesoch er mwyn dod o hyd i sefydliadau nad ydyn
nhw’n dilyn y rheolau ar farchnata uniongyrchol, ymchwilio iddyn nhw a
chymryd camau yn eu herbyn. Dydyn ni ddim yn ymateb i bryderon o’r fath yn
unigol, felly sylwch nad ydyn ni’n debyg o gysylltu â chi am y mater hwn
eto, oni bai bod arnon ni angen rhagor o wybodaeth i’n helpu i ymchwilio.

 

Os ydych wedi gwneud cais am wybodaeth sydd gan yr ICO – byddwn yn
cysylltu â chi os bydd arnom angen rhagor o wybodaeth i’n helpu i ateb
eich cais. Os na fydd arnon ni angen rhagor o wybodaeth, byddwn yn ymateb
ichi yn unol â’n lefelau gwasanaeth statudol, sydd wedi cael eu cyhoeddi.
I gael rhagor o wybodaeth, ewch i’n tudalen gwe [7]'access information
about the ICO'.

 

Os yw’ch gohebiaeth yn ymwneud ag achos sydd eisoes yn bod -  byddwn yn ei
hychwanegu at eich achos ac fe gaiff ei hystyried ar ôl cael ei dyrannu i
swyddog achosion.

 

Gohebiaeth wedi’i chopïo – fyddwn ni ddim yn ymateb i ohebiaeth sydd
wedi’i chopïo inni.

 

I gael rhagor o wybodaeth am ein gwasanaethau, gweler ein tudalen gwe
‘[8]service standards and what to expect’ (ewch i’n tudalen hafan a
dilynwch y dolenni ‘Report a concern’ a ‘Service standards and what to
expect'). Hefyd, gallwch ffonio’r rhif isod.

 

Os oes gennych fater yr hoffech ei drafod gyda ni, ffoniwch ein llinell
gymorth ar 0303 123 1113 (cyfradd leol).

 

Yn gywir

 

Swyddfa’r Comisiynydd Gwybodaeth

 

Ein cylchlythyr

Mae manylion ar gofrestru i gael ein e-gylchlythyr misol ar gael yma:
[9]http://www.ico.org.uk/tools_and_resource...

 

Twitter

Dilynwch ni ar Twitter yn [10]http://www.twitter.com/ICOnews

 

 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk

References

Visible links
1. http://ico.org.uk/for_the_public/raising...
2. http://ico.org.uk/about_us/how_we_comply
3. http://ico.org.uk/about_us/how_we_work/s...
4. http://www.ico.org.uk/tools_and_resource...
5. http://www.twitter.com/ICOnews
6. http://ico.org.uk/for_the_public/raising...
7. http://ico.org.uk/about_us/how_we_comply
8. http://ico.org.uk/about_us/how_we_work/s...
9. http://www.ico.org.uk/tools_and_resource...
10. http://www.twitter.com/ICOnews

Information Commissioner's Office

27 January 2016

 

Case Reference Number IRQ0610341

 

Dear Ms [first name redacted] Oakley

 
Thank you for your email of 26 January 2016.  
 
We’re sorry you are experiencing difficulties accessing some of the links
to our website, so they are given below again (and have been checked
again).
 
Service standards:
 
[1]https://ico.org.uk/about-the-ico/our-inf...
 
Complain about us:
 
[2]https://ico.org.uk/concerns/complaints-a...
 
Service Guide:
 
[3]https://ico.org.uk/media/about-the-ico/p...
 
 
If you still experience problems accessing these pages then you can still
find them by following the location path, ie
 
For ‘Service Standards’ from the home page follow:
 
 

* About the ICO
* Our information
* Service standards

 
For ‘Complain about us’ from the home page follow:
 
 

* Report a concern
* Complaints and compliments about us
* Complain about us

 
For the ‘Service Guide’ from the home page follow:
 
 

* About the ICO
* Our information
* Policies and procedures
* Service Guide (listed under Procedures)

 
Alternatively, simply use the search facility on the home page of the ICO
website by entering the search terms ‘service standards’, ‘complain about
us’ and ‘service guide’.
 
There is no separate internal procedure which managers and reviewers are
expected to follow when considering complaints and case reviews. 
 
Yours sincerely
 
 
Antonia Swann
Lead Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 01625 545894  F. 01625 524510  [4]ico.org.uk  [5]twitter.com/iconews
Please consider the environment before printing this email
 
 
 
 
 
 
 
 
 
 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk

References

Visible links
1. https://ico.org.uk/about-the-ico/our-inf...
2. https://ico.org.uk/concerns/complaints-a...
3. https://ico.org.uk/media/about-the-ico/p...
4. http://ico.org.uk/
5. https://twitter.com/iconews

Dear Information Commissioner’s Office,

Thank you .

The links now work.

:::

But I am asking to read the INTERNAL procedure documents when a complaint is received about a member of staff, from a member of the public.

Not documents on how to complain.

So to be clear - this request is about what happens to a received complaint from a member of the public - about an ICO employee - which does NOT involve a Decision he or she has been involved in and the consequent file processes it goes through.

For example : A complaint from a member of the public is made about the way an employee conducts him /or herself.

Is there a set procedure for handling this conduct complaint?

Is a form filled in for instance ? Can I read the form?

What are the written directions to staff to tell them what to do with a complaint when a complaint has been received?

Or is the complaint sent direct to the employees' line manager - as a matter of a formal ICO complaints handling process?

Can I read the entire ICO complaints handling process?

Is HR involved for instance?

Is a copy of any complaint the sent to HR?

Yours faithfully,

Jt Oakley

casework, Information Commissioner's Office

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

 

We don’t monitor this email address, so please don’t respond directly to
this email.

 

If you have raised a new information rights concern - we aim to send you
an initial response and case reference number within 30 days. Please note
that 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 ‘[1]raising a concern with an organisation’.

 

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

 

If you have reported receiving spam email – we will use the information
you have provided to identify, investigate and take action against
organisations that are not following the rules around direct marketing. We
don’t respond to such concerns individually, so please note that we’re
unlikely to contact you about this matter again, unless we need any
further information to help with our investigations.

 

If you have made a request for information held by the ICO - we will
contact you if we need any further information to help us 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 our webpage [2]'access information about the ICO'.

 

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
‘[3]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 you have a matter you would like to discuss with us, please call our
helpline on 0303 123 1113 (local rate).

 

Yours sincerely

 

The Information Commissioner’s Office

 

Our newsletter

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

 

Twitter

Find us on Twitter at [5]http://www.twitter.com/ICOnews

 

 

Diolch yn fawr ichi am gysylltu â Swyddfa’r Comisiynydd Gwybodaeth. Rydym
yn cadarnhau bod eich gohebiaeth wedi dod i law.

 

Nid yw’r cyfeiriad e-bost hwn yn cael ei fonitro, felly peidiwch ag anfon
ymateb uniongyrchol i’r neges hon.

 

Os ydych wedi codi pryder newydd ynghylch hawliau gwybodaeth – rydym yn
anelu at anfon ymateb cychwynnol a rhif cyfeirnod yr achos atoch o fewn 30
diwrnod. Os ydych yn poeni ynghylch sut mae sefydliad yn ymdrin â’ch
gwybodaeth bersonol, sylwch na fyddwn ni’n edrych i mewn i’r peth fel
rheol oni bai eich bod chi wedi’i godi gyda’r sefydliad yn gyntaf. I gael
rhagor o wybodaeth, gweler ein tudalen gwe ‘[6]raising a concern with an
organisation’.

 

Os ydych wedi gofyn am gyngor – rydym yn anelu at ymateb o fewn 14
diwrnod.

 

Os ydych wedi rhoi gwybod eich bod wedi cael ebost sbam – byddwn yn
defnyddio’r wybodaeth a roesoch er mwyn dod o hyd i sefydliadau nad ydyn
nhw’n dilyn y rheolau ar farchnata uniongyrchol, ymchwilio iddyn nhw a
chymryd camau yn eu herbyn. Dydyn ni ddim yn ymateb i bryderon o’r fath yn
unigol, felly sylwch nad ydyn ni’n debyg o gysylltu â chi am y mater hwn
eto, oni bai bod arnon ni angen rhagor o wybodaeth i’n helpu i ymchwilio.

 

Os ydych wedi gwneud cais am wybodaeth sydd gan yr ICO – byddwn yn
cysylltu â chi os bydd arnom angen rhagor o wybodaeth i’n helpu i ateb
eich cais. Os na fydd arnon ni angen rhagor o wybodaeth, byddwn yn ymateb
ichi yn unol â’n lefelau gwasanaeth statudol, sydd wedi cael eu cyhoeddi.
I gael rhagor o wybodaeth, ewch i’n tudalen gwe [7]'access information
about the ICO'.

 

Os yw’ch gohebiaeth yn ymwneud ag achos sydd eisoes yn bod -  byddwn yn ei
hychwanegu at eich achos ac fe gaiff ei hystyried ar ôl cael ei dyrannu i
swyddog achosion.

 

Gohebiaeth wedi’i chopïo – fyddwn ni ddim yn ymateb i ohebiaeth sydd
wedi’i chopïo inni.

 

I gael rhagor o wybodaeth am ein gwasanaethau, gweler ein tudalen gwe
‘[8]service standards and what to expect’ (ewch i’n tudalen hafan a
dilynwch y dolenni ‘Report a concern’ a ‘Service standards and what to
expect'). Hefyd, gallwch ffonio’r rhif isod.

 

Os oes gennych fater yr hoffech ei drafod gyda ni, ffoniwch ein llinell
gymorth ar 0303 123 1113 (cyfradd leol).

 

Yn gywir

 

Swyddfa’r Comisiynydd Gwybodaeth

 

Ein cylchlythyr

Mae manylion ar gofrestru i gael ein e-gylchlythyr misol ar gael yma:
[9]http://www.ico.org.uk/tools_and_resource...

 

Twitter

Dilynwch ni ar Twitter yn [10]http://www.twitter.com/ICOnews

 

 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk

References

Visible links
1. http://ico.org.uk/for_the_public/raising...
2. http://ico.org.uk/about_us/how_we_comply
3. http://ico.org.uk/about_us/how_we_work/s...
4. http://www.ico.org.uk/tools_and_resource...
5. http://www.twitter.com/ICOnews
6. http://ico.org.uk/for_the_public/raising...
7. http://ico.org.uk/about_us/how_we_comply
8. http://ico.org.uk/about_us/how_we_work/s...
9. http://www.ico.org.uk/tools_and_resource...
10. http://www.twitter.com/ICOnews

Information Commissioner's Office

12 February 2016

 

Case Reference Number IRQ0610341

 

Dear Ms [first name redacted] Oakley

Further to your email of 27 January 2016, we confirm again that there are
no internal procedure documents for ICO staff to follow or complete on
receipt of a complaint about any member of staff at the ICO.  All the
recorded information we hold about our complaints procedure is contained
within our ‘Service Standards’, ‘Complain about us’ and the ‘Service
Guide’, all of which are published on our website and the relevant links
have been supplied to you.
 
We have already provided all the recorded information we hold about the
complaints process and procedure which you have asked for.  No more
recorded information is held which we can provide to you.  Any queries you
have will be answered within our published information.
 
Yours sincerely
 
 
 

Antonia Swann
Lead Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 01625 545894  F. 01625 524510  [1]ico.org.uk  [2]twitter.com/iconews
Please consider the environment before printing this email

 
 
 
 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk

References

Visible links
1. http://ico.org.uk/
2. https://twitter.com/iconews

Dear Information Commissioner’s Office,

Thank you.

Yours faithfully,

Jt Oakley

casework, Information Commissioner's Office

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

 

We don’t monitor this email address, so please don’t respond directly to
this email.

 

If you have raised a new information rights concern - we aim to send you
an initial response and case reference number within 30 days. Please note
that 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 ‘[1]raising a concern with an organisation’.

 

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

 

If you have reported receiving spam email – we will use the information
you have provided to identify, investigate and take action against
organisations that are not following the rules around direct marketing. We
don’t respond to such concerns individually, so please note that we’re
unlikely to contact you about this matter again, unless we need any
further information to help with our investigations.

 

If you have made a request for information held by the ICO - we will
contact you if we need any further information to help us 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 our webpage [2]'access information about the ICO'.

 

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
‘[3]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 you have a matter you would like to discuss with us, please call our
helpline on 0303 123 1113 (local rate).

 

Yours sincerely

 

The Information Commissioner’s Office

 

Our newsletter

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

 

Twitter

Find us on Twitter at [5]http://www.twitter.com/ICOnews

 

 

Diolch yn fawr ichi am gysylltu â Swyddfa’r Comisiynydd Gwybodaeth. Rydym
yn cadarnhau bod eich gohebiaeth wedi dod i law.

 

Nid yw’r cyfeiriad e-bost hwn yn cael ei fonitro, felly peidiwch ag anfon
ymateb uniongyrchol i’r neges hon.

 

Os ydych wedi codi pryder newydd ynghylch hawliau gwybodaeth – rydym yn
anelu at anfon ymateb cychwynnol a rhif cyfeirnod yr achos atoch o fewn 30
diwrnod. Os ydych yn poeni ynghylch sut mae sefydliad yn ymdrin â’ch
gwybodaeth bersonol, sylwch na fyddwn ni’n edrych i mewn i’r peth fel
rheol oni bai eich bod chi wedi’i godi gyda’r sefydliad yn gyntaf. I gael
rhagor o wybodaeth, gweler ein tudalen gwe ‘[6]raising a concern with an
organisation’.

 

Os ydych wedi gofyn am gyngor – rydym yn anelu at ymateb o fewn 14
diwrnod.

 

Os ydych wedi rhoi gwybod eich bod wedi cael ebost sbam – byddwn yn
defnyddio’r wybodaeth a roesoch er mwyn dod o hyd i sefydliadau nad ydyn
nhw’n dilyn y rheolau ar farchnata uniongyrchol, ymchwilio iddyn nhw a
chymryd camau yn eu herbyn. Dydyn ni ddim yn ymateb i bryderon o’r fath yn
unigol, felly sylwch nad ydyn ni’n debyg o gysylltu â chi am y mater hwn
eto, oni bai bod arnon ni angen rhagor o wybodaeth i’n helpu i ymchwilio.

 

Os ydych wedi gwneud cais am wybodaeth sydd gan yr ICO – byddwn yn
cysylltu â chi os bydd arnom angen rhagor o wybodaeth i’n helpu i ateb
eich cais. Os na fydd arnon ni angen rhagor o wybodaeth, byddwn yn ymateb
ichi yn unol â’n lefelau gwasanaeth statudol, sydd wedi cael eu cyhoeddi.
I gael rhagor o wybodaeth, ewch i’n tudalen gwe [7]'access information
about the ICO'.

 

Os yw’ch gohebiaeth yn ymwneud ag achos sydd eisoes yn bod -  byddwn yn ei
hychwanegu at eich achos ac fe gaiff ei hystyried ar ôl cael ei dyrannu i
swyddog achosion.

 

Gohebiaeth wedi’i chopïo – fyddwn ni ddim yn ymateb i ohebiaeth sydd
wedi’i chopïo inni.

 

I gael rhagor o wybodaeth am ein gwasanaethau, gweler ein tudalen gwe
‘[8]service standards and what to expect’ (ewch i’n tudalen hafan a
dilynwch y dolenni ‘Report a concern’ a ‘Service standards and what to
expect'). Hefyd, gallwch ffonio’r rhif isod.

 

Os oes gennych fater yr hoffech ei drafod gyda ni, ffoniwch ein llinell
gymorth ar 0303 123 1113 (cyfradd leol).

 

Yn gywir

 

Swyddfa’r Comisiynydd Gwybodaeth

 

Ein cylchlythyr

Mae manylion ar gofrestru i gael ein e-gylchlythyr misol ar gael yma:
[9]http://www.ico.org.uk/tools_and_resource...

 

Twitter

Dilynwch ni ar Twitter yn [10]http://www.twitter.com/ICOnews

 

 

show quoted sections

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF
Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk

References

Visible links
1. http://ico.org.uk/for_the_public/raising...
2. http://ico.org.uk/about_us/how_we_comply
3. http://ico.org.uk/about_us/how_we_work/s...
4. http://www.ico.org.uk/tools_and_resource...
5. http://www.twitter.com/ICOnews
6. http://ico.org.uk/for_the_public/raising...
7. http://ico.org.uk/about_us/how_we_comply
8. http://ico.org.uk/about_us/how_we_work/s...
9. http://www.ico.org.uk/tools_and_resource...
10. http://www.twitter.com/ICOnews

Jt Oakley left an annotation ()

So according to the Internet, it looks like a complaint - which may be justified, looks like it's handed to the person on the next desk..who is a line manager and 'customer' feedback about employees isn't properly logged.

I'm not totally convinced about private industry complaint systems, but I've never seen one as bad as this for any public authority. Why is the ICO seemingly the odd one out?

Even failing organisations have proper complaints procedures to avoid cronyism - and to demonstrate to the public that their money is well spent.

The very people who pay for the privilege of receiving a polite and professional response?

And don't the ICO's senior managers care to monitor their employees performance on interacting with the public to assess promotions etc?

Seemingly not.

J. Smith left an annotation ()

The ICO is not a fit and proper organisation.

Jt Oakley left an annotation ()

Used to be ...responses and investigations were taken seriously,

But you get very arbitrary and somewhat biased replies nowadays.

They just seem to make up new rules as they go along, to suit their opinion.

ICO now stating that:

‘What Do They Know are unhelpful in prompting people to request a review if a response is late.‘.

I’ve asked how - but no reply, so made it another FOIA.