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Child Support Agency praised
An independent report has praised the Child Support Agency (CSA) for its clear and timely communications with clients about child support reform. The CSA assesses, collects and pays child support maintenance.
The Independent Case Examiner (ICE) - which provides an independent complaint review service for the Child Support Agency - found a five per cent reduction in the number of complaints it was handling. The Examiner will only investigate a case after all internal complaints handling procedures have been exhausted.
Work and Pensions Minister Patricia Hollis said:
“Clearly any complaint referred to ICE is a complaint too many, but I welcome the very real and positive steps the Agency has taken to ensure that it offers customers a modern and professional service.”
In 2002/03 the ICE received 1,419 complaints, of which 702 were accepted for investigation.
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