Procedures relating to call-backs and complaints

David Gale made this Freedom of Information request to Legal Aid Agency

This request has been closed to new correspondence. Contact us if you think it should be reopened.

The request was partially successful.

Dear Legal Aid Agency,

Please provide sight of internal procedures and scripts relating to:

1. Legal aid portal generated call-back requests, to include security / authentication procedures for telephone calls

2. Legal aid portal related telephone complaint handling, to include procedures for dropped complaint calls

3. Equality Impact Assessments for 1 & 2 above, to include any special instructions / procedures relating to logging disabilities, anticipatory duty, and reasonable adjustments.

Yours faithfully

David Gale

Information Governance (LAA), Legal Aid Agency

Dear David Gale,

Thank you for your request for information which we received 01/03/2021.

Your request has been passed to me as I have responsibility for
information held by the Legal Aid Agency.

I will respond no later than the statutory deadline of 29/03/2021.

Please do not hesitate to contact us at
[email address] if you have any questions.

Please ensure you quote our reference FOI/210301011 in any future

Yours Faithfully
Information Governance Team

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Information Governance (LAA), Legal Aid Agency

6 Attachments

Dear Mr Gale,


Please find attached our response to your recent information request.


Yours sincerely,


Information Governance | Corporate Centre | 102 Petty France, London, SW1H





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