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Loss of Complaints Submitted Online

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Dear Parliamentary and Health Service Ombudsman,

I ask for information regarding the loss of complaints submitted through your website in October 2019. I have been informed by staff members that complaints made through your online complaints form in October 2019 were not received. I would ask for any information regarding this incident. Specifically I would request:

1. Details of the point at which this error was suspected, or how it became clear that this error had taken place. This may include communication or any minutes of meetings that have taken place with regards to this.
2. The estimated loss of data that took place as a result of this.

Yours faithfully,
John Winslow

InformationRights, Parliamentary and Health Service Ombudsman

Dear John Winslow 

 

RE: Your information request: R00001045

                            

I write in response to your email dated 30 December 2019 requesting
information from the Parliamentary and Health Service Ombudsman (PHSO).
Your request has been handled under the Freedom of Information (FOI) Act
2000.

 

Your request:

 

I ask for information regarding the loss of complaints submitted through
your website in October 2019. I have been informed by staff members that
complaints made through your online complaints form in October 2019 were
not received. I would ask for any information regarding this incident.
Specifically I would request:

 

1. Details of the point at which this error was suspected, or how it
became clear that this error had taken place. This may include
communication or any minutes of meetings that have taken place with
regards to this.

2. The estimated loss of data that took place as a result of this.

 

Response

 

1.The issue was identified on 25 October 2019 when a member of staff
within our Intake department noticed that no online complaint forms has
been received since 24 October 2019. It was reported to our ICT department
on 25 October 2019 for investigation and to resolve the issue. Email file
sizes from the online complaint form system above a certain size were
being rejected by the PHSO email filter system but stored within the
online complaint form system.

 

2. There was no data loss.  

 

If you believe we have made an error in the way I have processed your
information request, it is open to you to request an internal review. 
You can do this by writing to us by post or by email to
[1][PHSO request email]. You will need to specify that the
nature of the issue is and we can consider the matter further. Beyond
that, it is open to you to complain to the Information Commissioner’s
Office ([2]www.ico.org.uk).

Yours sincerely

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

W: [3]www.ombudsman.org.uk

 

References

Visible links
1. mailto:[PHSO request email]
2. http://www.ico.org.uk/
3. http://www.ombudsman.org.uk/

InformationRights, Parliamentary and Health Service Ombudsman

Dear Mr Winslow,

 

RE: Your information request: R0001072

 

I write in response to your email to the Parliamentary and Health Service
Ombudsman (PHSO) 22 January 2020 requesting information under the Freedom
of Information (FOI) Act 2000.

 

Request:

I wish to ask for further information regarding the error with the online
complaints form that was identified by a staff member on 24th October.

 

1. What size of emails were being rejected by the PHSO email filter
system?

2. Following the reporting of this fault on 25 October 2019 how long did
it take for the email filter system to accept the online complaints
submitted?

3. What effect did the fault identified have on the processing time for
those complaints submitted on 24th October?

4. Were any complaints submitted through your website on subsequent days
affected by technical issues?

5. Were the complaints submitted on 24th October still processed?

6. Was an estimate made as to the number of complaints lost due to
technical issues?

7. Were any statements, directives, emails or other forms of written or
verbal communication issued to staff working in call centres to explain
the correct advice to give to complainants who suspected their complaints
form had not been received?

 

Response:

Please find our response below in numerical order:

 

1. Email file sizes above 15.3MB.

2. 7 working days from the date the issue was raised (raised 25 October
2019 which was a Friday and resolved 4 November 2019 which was a Monday).

3. The forms received from 24 October 2019 were not available to be
processed until 1 November 2019.

4. The affected period was 24 October 2019 to 4 November 2019. However,
from 1 November 2019 the forms were manually downloaded and then allocated
to the Intake department for case creation.

5. Yes.

6. No complaints were lost due to the issue just a delay in receiving
them.

7.  No. However, Intake Managers were informed of the issue.

 

If you believe we have made an error in the way I have processed your
information request, it is open to you to request an internal review. You
can do this by writing to us by post or by email to
[1][PHSO request email] . You will need to specify that the
nature of the issue is and we can consider the matter further. Beyond
that, it is open to you to complain to the Information Commissioner’s
Office ([2]www.ico.org.uk ) or seek a judicial remedy.

 

Yours sincerely

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

W: [3]www.ombudsman.org.uk

 

 

 

 

References

Visible links
1. mailto:[PHSO request email]
2. http://www.ico.org.uk/
3. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/

We don't know whether the most recent response to this request contains information or not – if you are John Winslow please sign in and let everyone know.