CPAG responds to report on DWP call centres
15.03.06

The Child Poverty Action Group (CPAG) has responded to the National Audit Office’s report on DWP contact centres published today (March 15).

Kate Green, Chief Executive of CPAG, said:

“Jobcentre Plus Direct and other DWP call centres had some real problems last summer leading to millions of calls going unanswered. All the evidence suggests that things are improving, but more progress is needed to achieve the Government’s target of returning 90 per cent of calls within 24 hours. It’s simply unacceptable for people, particularly the most vulnerable in society, to face long delays when applying for benefits for themselves and their families.

“The Government must remember that while call centres can provide a useful service to many benefit claimants, they’re not appropriate for everybody. Claimants need a choice of routes into what can be a very complicated benefits system – that must include face-to-face advice, as well as online and on the phone.”

For further information please contact:
Alex Belardinelli
CPAG Press Officer
Tel. 020 7812 5216 or 07816 909302
abelardinelli@cpag.org.uk