PIP waiting times

April Ryan made this Freedom of Information request to Department for Work and Pensions

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The request was partially successful.

Dear Department for Work and Pensions,

Between January 2018 - January 2019, how long did PIP claimants and applicants spend waiting on the phone for someone to answer their enquiry? I have phoned 43 times in the past 12 months, and my average waiting time has been 59 minutes.

Secondly, how many calls were abandoned during this period?

Finally, on average how many callers were charged for their call? There are multiple lines open for the PIP, not all of them are free, and not every applicant is given information about the free number.

Yours faithfully,

April Ryan

DWP freedom-of-information-requests, Department for Work and Pensions

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Dear April Ryan,

I am writing in response to your request for information, received 25

Your response is attached

Yours sincerely,

DWP Operations FOI Team