Request

Please confirm the following for the Employer Helpline, the Scheme Member Helpline and the Pensions Online Helpdesk for the period 1st July 2023 to 30th September 2023 inclusive on a month by month basis:

1. Total Calls Received
2. Longest Waiting Time
3. Shortest Waiting Time
4. Average Waiting Time
5. Total Abandoned Calls
6. Total number of "Complaints" received regarding the above Helpline service(s)’

Please provide the information in the same format as FOI 01274

Response

Questions 1-5

A copy of the information is attached.

The Pensions Online (POL) Helpdesk is part of the Employer Helpline (option 2 on the call directing)

Question 6

I am writing to advise you that the information you requested is not held by the NHS Business Services Authority.

The way which we record complaints has changed. As such, the way in which we capture, record, and categorise no longer allows us to identify which channel the complaint was received, or which channel the complaint was in reference to. Complaints are now categorised more generally relating to the main subject of the complaint.

Please note that this request and our response is published on our Freedom of Information disclosure log at:

https://opendata.nhsbsa.net/dataset/foi-01629