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ICO Service Standards
Updated for May 2008
The Information Commissioners Office is an independent body set up to make sure that organisations handling information follow the Data Protection Act 1998 and the Freedom of Information Act 2000, together with their associated regulations, namely the Privacy and Electronic Communications Regulations 2003 and the Environmental Information Regulations 2004.
We provide advice to organisations about how to handle certain information properly and can take action against those who refuse to take the law seriously. We can also advise you about your rights and in some cases, investigate complaints. For further information about how we investigate complaints please see our 'when and how to complain' leaflets. You can download these from our website www.ico.gov.uk or you can ask our helpline to send you copies on 08456 306060 or 01625 545745 if you prefer to call a national rate number.
Our Current Response Times
Some matters are more complex than others. Below is some information indicating how long it currently takes us to deal with the complaints, enquiries and telephone calls we receive. By 'deal with' we mean 'responding' to enquiries, 'providing the outcome' to a complaint and 'answering' telephone calls. All reference to 'days' means calendar days.
Complaints and Enquiries covered by the Data Protection Act or the Privacy and Electronic Communications Regulations.
58% of all casework in this area is dealt with within 30 days, 75% is dealt with within 90 days and 92% within 180 days of receipt.
Complaints and Enquiries covered by the Freedom of Information Act or Environmental Information Regulations.
52% of all casework in this area is dealt with within 30 days, 63% is dealt with within 90 days, 67% within 180 days and 81% within 365 days of receipt.
Calls to our Telephone Helpline
Callers currently wait, on average 58 seconds to speak to an advisor.
Some calls are more complex than others. Although most questions will be answered by the first person you speak to, we may sometimes need to transfer your call to someone better placed to deal with your enquiry. If for any reason we need to call you back we will try to do this the same day where possible or at a time more convenient for you.
Our Notification Department
If you have submitted a new Notification, requesting a change to an existing Notification or sent us a Notification renewal, our Notification Department will contact you as soon as your request has been processed. Our current response time is 14 calendar days for all Notification services.
How we will treat you
However you choose to contact us we will always aim to be helpful and to treat you with politeness and consideration. We ask that you treat us in the same way.
Letters, Faxes or Emails copied to our office
All our service standards and commitments only apply to correspondence sent directly to us. We do not routinely respond to correspondence that is only copied to us.
Complaints about our service
If you are unhappy with any aspect of the service we have provided, please see our case review and service complaints policy. This is available from our website, or you can ask our Helpline to send you a copy on 08456 306060 or 01625 545745 if you prefer to call a national rate number.
Updated for May 2008
The Information Commissioners Office is an independent body set up to make sure that organisations handling information follow the Data Protection Act 1998 and the Freedom of Information Act 2000, together with their associated regulations, namely the Privacy and Electronic Communications Regulations 2003 and the Environmental Information Regulations 2004.
We provide advice to organisations about how to handle certain information properly and can take action against those who refuse to take the law seriously. We can also advise you about your rights and in some cases, investigate complaints. For further information about how we investigate complaints please see our 'when and how to complain' leaflets. You can download these from our website www.ico.gov.uk or you can ask our helpline to send you copies on 08456 306060 or 01625 545745 if you prefer to call a national rate number.
Our Current Response Times
Some matters are more complex than others. Below is some information indicating how long it currently takes us to deal with the complaints, enquiries and telephone calls we receive. By 'deal with' we mean 'responding' to enquiries, 'providing the outcome' to a complaint and 'answering' telephone calls. All reference to 'days' means calendar days.
Complaints and Enquiries covered by the Data Protection Act or the Privacy and Electronic Communications Regulations.
58% of all casework in this area is dealt with within 30 days, 75% is dealt with within 90 days and 92% within 180 days of receipt.
Complaints and Enquiries covered by the Freedom of Information Act or Environmental Information Regulations.
52% of all casework in this area is dealt with within 30 days, 63% is dealt with within 90 days, 67% within 180 days and 81% within 365 days of receipt.
Calls to our Telephone Helpline
Callers currently wait, on average 58 seconds to speak to an advisor.
Some calls are more complex than others. Although most questions will be answered by the first person you speak to, we may sometimes need to transfer your call to someone better placed to deal with your enquiry. If for any reason we need to call you back we will try to do this the same day where possible or at a time more convenient for you.
Our Notification Department
If you have submitted a new Notification, requesting a change to an existing Notification or sent us a Notification renewal, our Notification Department will contact you as soon as your request has been processed. Our current response time is 14 calendar days for all Notification services.
How we will treat you
However you choose to contact us we will always aim to be helpful and to treat you with politeness and consideration. We ask that you treat us in the same way.
Letters, Faxes or Emails copied to our office
All our service standards and commitments only apply to correspondence sent directly to us. We do not routinely respond to correspondence that is only copied to us.
Complaints about our service
If you are unhappy with any aspect of the service we have provided, please see our case review and service complaints policy. This is available from our website, or you can ask our Helpline to send you a copy on 08456 306060 or 01625 545745 if you prefer to call a national rate number.
