Dear Information Commissioner’s Office,

This is a follow-up request in response to FOI IRQ0657041 (https://www.whatdotheyknow.com/request/d... )

Please provide the following information [1] with regards to the time period between the complaint 'reported date' and 'case officer response date'.

1) For all SAR complaints:

i) Average time taken. [2]
ii) median time taken. [2]
iii) mode value of the time taken (the most frequently occurring value). [2]

2) For a single complaint:
i) What is the longest time taken for a case officer response: [3]

Yours faithfully,

Mr Navartne

[1] - Provide separate results for the year 2015 and 2016.
[2] - Number of days.
[3] - if you unable to provide this data easily as the fields needed to calculate are not recorded on CMEH, please provide a value using data already provided under another FOI request (the same or similar to: FOI IRQ0657041), even if the data dealt with is for a short time span. e.g. last six month.

Please indicate if the case was ongoing at the time of the data snapshot.

AccessICOinformation, Information Commissioner’s Office

Thank you for contacting the Information Commissioner’s Office. We confirm
that we have received your correspondence.

 

If you have made a request for information held by the ICO we will contact
you as soon as possible if we need any further information to enable us to
answer your request. If we don't need any further information we will
respond to you within our published, and statutory, service levels. For
more information please visit [1]http://ico.org.uk/about_us/how_we_comply

 

If you have raised a new information rights concern - we aim to send you
an initial response and case reference number within 30 days.

 

If you are concerned about the way an organisation is handling your
personal information, we will not usually look into it unless you have
raised it with the organisation first. For more information please see our
webpage ‘raising a concern with an organisation’ (go to our homepage and
follow the link ‘for the public’). You can also call the number below.

 

If you have requested advice - we aim to respond within 14 days.

 

If your correspondence relates to an existing case - we will add it to
your case and consider it on allocation to a case officer.

 

Copied correspondence - we do not respond to correspondence that has been
copied to us.

 

For more information about our services, please see our webpage ‘Service
standards and what to expect' (go to our homepage and follow the links for
‘Report a concern’ and ‘Service standards and what to expect'). You can
also call the number below.

 

If there is anything you would like to discuss with us, please call our
helpline on 0303 123 1113.

 

Yours sincerely

 

The Information Commissioner’s Office

 

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Information Commissioner’s Office

9 February 2017

 

Case Reference Number IRQ0666594

 

Dear Mr Navartne

Request for Information
 
Thank you for your correspondence which we received on 6 February, in
which you have made a request for information held by the Information
Commissioner's Office (ICO). 
 
Your request has been passed to the ICO’s Information Access Team, and is
being dealt with in accordance with the Freedom of Information Act 2000
under the reference number shown above. 
 
We will therefore respond to your request promptly, and no later than 6
March which is 20 working days from the day after we received your
request.
 
Should you wish to reply to this email please be careful not to amend the
information in the ‘subject’ field. This will ensure that your reply is
added directly to your case.
 
Yours sincerely
 
 
 
 

Danny Langley
Lead Information Access Officer
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF
T. 01625 545784  F. 01625 524510  [1]ico.org.uk  [2]twitter.com/iconews
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The ICO's mission is to uphold information rights in the public interest.
To find out more about our work please visit our website, or subscribe to
our e-newsletter at ico.org.uk/newsletter.

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Information Commissioner’s Office

2 March 2017

 

Case Reference Number IRQ0666594

 

Dear Mr Navartne,

I write in response to your information requests of 6 February 2017 and 15
February 2017. Your requests have been dealt with under the Freedom of
Information Act 2000 (FOIA) and our response is below.
 
Your requests
 
In your 6 February email you asked;
 
“This is a follow-up request in response to FOI IRQ0657041
(https://www.whatdotheyknow.com/request/d...
)

Please provide the following information [1] with regards to the time
period between the complaint 'reported date' and 'case officer response
date'.

1) For all SAR complaints:

i) Average time taken. [2]
ii) median time taken. [2]
iii) mode value of the time taken (the most frequently occurring value).
[2]

2) For a single complaint:
i) What is the longest time taken for a case officer response: [3] …

[1] - Provide separate results for the year 2015 and 2016.
[2] - Number of days.
[3] - if you unable to provide this data easily as the fields needed to
calculate are not recorded on CMEH, please provide a value using data
already provided under another FOI request (the same or similar to: FOI
IRQ0657041), even if the data dealt with is for a short time span. e.g.
last six month.

Please indicate if the case was ongoing at the time of the data snapshot.”
 
In your 15 February 2017 email you asked;
 
“1) Please provide the:

a) Case Reference
b) Case Type
c) Legislation
d) Created Date
e) Sector
f) Nature(1)
g) Nature(2)
h) EIR technical breach
i) Exception
j) FOI Technical breach
k) Exemption
l) Submitted about party

of all ongoing (open) complaints.

I believe the data fields (a) to (l) are stored on your Case Management
and Enquiry Handling (CMEH) system.

2) For the last six monthly reporting period [1] you hold data, please
provide:

i) Number of complaints closed. [2]
ii) Average number of days to close. [2]…

[1] - August 2016 to January 2017. If this period is not available please
provide the most recent six month period for which you hold data.
[2] - for each type of complaint. e.g. DP, PECR, FOI, EIR”
 
Our response
 
You should be aware from our previous responses to a number of your
information requests that section 12 of the FOIA allows a public authority
to refuse to comply with a request where it estimates that the cost of
complying with the request will exceed the ‘appropriate limit’. The
‘appropriate limit’ for the ICO, as determined in the Freedom of
Information and Data Protection (Appropriate Limit and Fees) Regulations
2004 is £450. We have determined that £450 would equate to 18 hours work.
 
I can add that section 12 also allows a public authority to aggregate the
cost of complying with requests where it has received two or more requests
for the same or similar information.
 
In respect of your requests detailed above we are refusing these two
requests on this basis as responding to them will exceed the cost limit at
section 12 of the FOIA. We consider these requests to be for substantially
similar information about our complaints casework and we have therefore
aggregated the cost of dealing with these requests.

You should be aware from our response to your previous information request
IRQ0657041 (to which you refer in your 6 February request) that we cannot
conduct searches on all aspects of the information contained within a
case. By searches here we are referring to electronic searches that allow
us to electronically extract information from our casework system about
our work.
 
Information such as the time taken for a case officer to respond in each
case as you have requested here is not information we specifically record.
Whilst it is information that will be held by us it can only be identified
via manual searching of each individual case file to extract the date of
the first response by our case officers. Typically this date will be held
within a letter or email on each individual case file. As you will
appreciate manual searches of this nature take a considerable amount of
time.
 
In this case to undertake these searches for concerns raised about subject
access we would have to manually search 6865 cases just for the 2015/16
financial year alone and the scope of your request is much wider. This
will clearly exceed the section 12 cost limit.
 
It is also worth noting that the information that we can extract
electronically from our case management system is already published
proactively by us on our website here
[1]https://ico.org.uk/about-the-ico/our-inf....
  
 
This information is published in line with our commitment to being open
and transparent about our work and in accordance with our [2]Communicating
regulatory activity policy.
 
Information about the data protection concerns we have dealt with in the
2014/15 and 2015/16 financial years is currently available. For more
recently completed casework this will be published in the same way in due
course.

The data sets are published in a reusable format and include:
 

* Our reference number for the work completed;
* the type of work and legislation it falls under;
* the name of the organisation responsible for the processing of
personal information;
* the sector the organisation represents;
* the nature of the issues involved;
* the date the work was completed; and
* the outcome following our consideration of the issues.

 
The published information gives an indication of the time it takes us to
deal with cases along with the volume of casework dealt with. For example
please see the case ‘Created date’ and ‘Finished date’ data fields. You
can also filter this data by ‘Nature’ to identify cases concerning subject
access.

Finally I will also add that the published information relates to
completed casework. Where cases are ongoing many of the attribute fields
that we can electronically extract can be blank and, up until the point a
case is closed, will be subject to change. This is because the relevant
data to record in these fields may change during the course of dealing
with a case. As such extracting data of this nature from our case
management system in respect of open cases will provide an incomplete and
misleading picture of our casework as well as the level of compliance of
those we regulate. It is for these reasons that we publish this type of
data in respect of our completed casework only.

This concludes our response to your request. I appreciate this response
will be disappointing however I hope the explanation above is helpful.

Next steps / review procedure

If you are dissatisfied with the response you have received and wish to
request a review of our decision or make a complaint about how your
request has been handled you should write to the Information Access team
at the address below or e-mail [3][ICO request email].

Your request for internal 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.
 
If having exhausted the review process you are not content that your
request or review 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 legislation.  To make such an application, please visit
the ‘Concerns’ section of our website to make a Freedom of Information Act
or Environmental Information Regulations complaint online.
 
A copy of our review procedure is available here
[4]https://ico.org.uk/media/about-the-ico/p...

Yours sincerely
 
Steven Johnston
Lead Information Access Officer
 

The ICO's mission is to uphold information rights in the public interest.
To find out more about our work please visit our website, or subscribe to
our e-newsletter at ico.org.uk/newsletter.

If you are not the intended recipient of this email (and any attachment),
please inform the sender by return email and destroy all copies without
passing to any third parties.

If you'd like us to communicate with you in a particular way please do let
us know, or for more information about things to consider when
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4. https://ico.org.uk/media/about-the-ico/p...

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