Procedures relating to call-backs and complaints

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

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The request was partially successful.

David Gale
Delivered

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

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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
correspondence.

Yours Faithfully
Information Governance Team

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Information Governance (LAA), Legal Aid Agency

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Dear Mr Gale,

 

Please find attached our response to your recent information request.

 

Yours sincerely,

 

Information Governance | Corporate Centre | 102 Petty France, London, SW1H
9AJ

 

[1]cid:image001.jpg@01D50CD0.D2B3FE80

 

 

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