Number of Helpline enquiries Jan 2017 to Date

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Yours sincerely

The Information Commissioner’s Office

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19 April 2018

Case Reference Number IRQ0735051

Dear Mr Gillott

Information request

I write in response to your email of 26 March 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 like to know the number of calls made each month to the ICO's
helpline relating to GDPR? I am interested in tracking the increase (or
decrease)in the data. If you have the data on a weekly or even a daily
basis it would be preferable.
 
If this exists would it be possible to get a copy of the data or at least
see a chart of the data?
 
It would also be useful to see the average waiting time for calls to the
helpline: the time it takes to speak to someone.”
 
We understand you are asking for information from January 2017 onwards.
 
Our response

I can confirm we hold some information that falls in the scope of your
request.

We introduced a new telephony system in October 2017 which allows us to
record the reasons for a call when it is concluded (wrap data) and started
collecting information on how many calls answered related to GDPR from
November 2017. Prior to this period, this type of information was not
recorded.

Please find attached a table containing the number of phone calls answered
by our general enquiry/whistleblower helplines and our small organisation
helpline relating to GDPR, from November 2017. It is broken down by month
and whether the call was from an individual or an organisation. We should
note that we may not hold this information for every call we have
answered, for example, where a call fails due to technical reasons and the
‘wrap’ reason is not recorded.

You also asked for the average waiting time for calls to be answered. This
has been provided on a monthly basis from January 2017 to March 2018 and
this table can also be found in the attached document.

Please note the figures as your request concerned calls regarding GDPR,
the statistics for our ‘registrations’ helpline are not included in the
information provided.

This concludes our response to your request. 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
[1][ICO request email], quoting the reference number
IRQ0735051.

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
[2]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  [3]ico.org.uk  [4]twitter.com/iconews
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