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Work and Pensions

Independent Case Examiner

The Parliamentary Under-Secretary of State for Work and Pensions (Mrs. Anne McGuire): I am today announcing my intention to appoint an Independent Case Examiner for the Department for Work and Pensions. The Department has provided an Independent Case Examiner (ICE) service for customers of the Child Support Agency since 1997. Between October 2005 and September 2006, we ran a prototype ICE service which incorporated complaints from other businesses: Jobcentre Plus, The Pension Service, Disability and Carers Service, The Rent Service, Debt Management and the Financial Assistance Scheme. Following the successful completion of the prototype, I have decided to introduce a full departmental ICE service to all its businesses from spring 2007. The ICE will undertake impartial investigations of customer complaints about the service they have received from the Department's businesses, dealing direct with customers and their representatives. In addition, the ICE will work closely with the Department to help it improve the service it offers to customers.

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