Complaints to CSA drop

Critics of the CSA say it has failed children

Complaints to the controversial Child Support Agency (CSA) fell by 25% last year but there remains room for improvement, says a new report.

In 1999/2000 the number of complaints recorded by the CSA fell to 21,003, from 28,073 in the previous year, according to the annual report of the Independent Case Examiner, Anne Parker.

We are making real progress

Alistair Darling

The number of complaints referred on to Mrs Parker also fell by 20%, from 1,500 in 1998/99 to 1,200 this year.

The CSA, which deals with child maintenance, has been dogged by controversy ever since it was set up in 1993.

Mrs Parker said there had been a marked improvement in the CSA's performance but that delay, error and poor communications were still prominent themes among complainants.

Alistair Darling, the Social Security Secretary, said he anticipated further radical improvements to the service.

Mrs Parker said in her report: "This year has been marked by improved co-operation between the CSA and my office, which recognised our mutual interest in responding well to customer complaints."

Prison threat

But she warned that improvement was still needed.

"It is essential that the Agency and its staff continue to recognise the very significant impact which failures in communications, mistakes and delay have on its clients," she added.

Mr Darling said the CSA would continue to improve.

"We are now making real progress," he said.

"We have Royal Assent for the Child Support, Pensions and Social Security legislation, which embodies sweeping changes to the child support scheme.

"The contract for CSA's new IT system was signed a few weeks ago, so the new system can be developed in earnest.

Alistair Darling says CSA will continue improving

"The whole child maintenance process is being simplified and geared up, ready for new cases by April 2002.

"Maintenance due will be calculated in days not months, as now."

The government announced plans to reform the CSA at the beginning of this year.

Under the new legislation parents who refuse to pay child support could face jail, fines, or even the loss of their driving licence.

Absent fathers will also have money deducted direct from their salaries if they miss a single payment.

Other changes include a simpler system of calculating the amount absent parents should pay by looking at percentage rates of the absent parent's total income.