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<p>The department manages the PIP contracts robustly and has a full set of service
level agreements setting out our expectations for service delivery.</p><p>It is important
for providers to have their own complaints process to deal with dissatisfaction about
the service they provide. This process signposts complainants to the Independent Case
Examiner (ICE) if they are dissatisfied with the provider’s final response to their
complaint.</p><p> </p><p>The process is designed to ensure that those complaining
about third party provision have access to the same complaint escalation route as
those who complain about services provided by Department for Work and Pensions (DWP).
This encourages providers to resolve complaints at the earliest opportunity. It also
gives providers the right incentives to offer good customer service and to comply
with the Parliamentary and Health Service Ombudsman’s Principles of Good Complaint
Handling.</p><p> </p><p>In each of the last five calendar years (2019 to date), the
total number of cases where Personal Independence Payment (PIP) assessment providers
(APs), Capita and Independent Assessment Services (IAS), received a complaint, are
shown in the table below.</p><p> </p><table><tbody><tr><td><p> </p></td><td><p><strong>2019</strong></p></td><td><p><strong>2020</strong></p></td><td><p><strong>2021</strong></p></td><td><p><strong>2022</strong></p></td><td><p><strong>2023
to date</strong></p></td></tr><tr><td><p><strong>Capita</strong></p></td><td><p>2800</p></td><td><p>1390</p></td><td><p>1380</p></td><td><p>1380</p></td><td><p>1580</p></td></tr><tr><td><p><strong>IAS</strong></p></td><td><p>6140</p></td><td><p>2800</p></td><td><p>2390</p></td><td><p>1760</p></td><td><p>1830</p></td></tr></tbody></table><p>Please
note:</p><p>- All volumes have been rounded to the nearest 10.</p><p>- All above data
is derived from contractual management information produced by the APs.</p><p>- The
above data is derived from unpublished management information, which is collected
for internal departmental use only, and has not been quality assured to Official Statistics
Publication standards.</p><p> </p><p> </p><p>All APs strive to provide an excellent
service to claimants and are held to account for their performance. To put the above
figures into context, the total number of complaints shown as a percentage of all
completed assessments for the same period, are as follows:</p><p> </p><table><tbody><tr><td><p>
</p></td><td><p><strong>2019</strong></p></td><td><p><strong>2020</strong></p></td><td><p><strong>2021</strong></p></td><td><p><strong>2022</strong></p></td><td><p><strong>2023
to date</strong></p></td></tr><tr><td><p><strong>Capita</strong></p></td><td><p>1.24%</p></td><td><p>0.74%</p></td><td><p>0.76%</p></td><td><p>0.56%</p></td><td><p>0.57%</p></td></tr><tr><td><p><strong>IAS</strong></p></td><td><p>0.87%</p></td><td><p>0.51%</p></td><td><p>0.41%</p></td><td><p>0.24%</p></td><td><p>0.23%</p></td></tr></tbody></table><p>Please
note:</p><p>The above percentages have been derived from the unrounded totals.</p>
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