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Scottish Disability Equality Forum along with thistle logo in purple and green

 09/12/05 - Calls to benefits helplines unanswered

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Over the past three years a third of the total number of calls to government helplines by job seekers and benefit claimants were unanswered.  An average of 126, 270 calls per day were abandoned or lost in the system. According to figures reported by the Liberal Democrats, the Department of Works and Pensions was the worst offender, missing 62 million calls. The individual helplines with the worst records (missed calls as a percentage of total calls) are: Attendance Allowance/Disability Living Allowance - 79.0% of calls abandoned, met with an engaged tone or lost in the system; Work Permits UK - 53.9%; Benefit Enquiry Line - 53.9%; Tax Credits - 52.7%; Rural Payments Agency - 34.3%; and CSA - 33.7%.

 

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SDEF address, 12 Enterprise House, Springkerse Business Park, Stirling, FK7 7UF.  Scottish Charity Number SCO31893.  Company Number SC 243392.   Scottish Executive Logo and SDEF gratefully acknowledges the support of the Scottish Executive