INDEPENDENT CASE EXAMINER APPOINTED FOR THE CSA

27 Aug 2002 03:16 PM

Jodi Berg has been appointed as the Child Support Agency's Independent Case Examiner.

Jodi took on the role of Independent Case Examiner (ICE) on an interim basis in August 2001. After a competitive selection process, Jodi has been awarded the post on an initial three year contract .

Work and Pensions Minister, Patricia Hollis, today welcomed the appointment:

"I am delighted that Jodi has been selected as Independent Case Examiner. In the past year Jodi has proved invaluable by instigating real improvements in the handling of complaints about the administration of child support."

Taking up her post, Jodi Berg said she was looking forward to helping the Agency further improve its handling of complaints from clients:

"My appointment as Independent Case Examiner is both a privilege and a challenge. People who refer complaints to ICE are entitled to expect the highest standards of fairness and impartiality from me and my staff. I am determined that they will get nothing less.

"I have been heartened by the positive response of the Child Support Agency to recommendations that I have made over the past year. I am convinced that taking the opportunity to learn from complaints can lead to real improvement in customer satisfaction and confidence and I look forward to playing my part in that endeavour."

Jodi Berg brings substantial experience of complaint handling to the post. She is currently the Independent Complaints Reviewer for the Land Registry, Public Record Office, Charity Commission and The Housing Corporation. She will combine these duties with her role as the case examiner for the Child Support Agency in Great Britain and Northern Ireland and the Northern Ireland Social Security Agency.

Jodi is a solicitor and Fellow of the Chartered Institute of Arbitrators. She is a past Chair of an NHS Trust and of the South East London Probation Service. Throughout her career, Jodi has devoted time to her work with various voluntary and charitable activities.

Note for editors

The Independent Case Examiner acts as an independent referee for clients of the Great Britain Child Support Agency, the Northern Ireland Child Support Agency and the Northern Ireland Social Security Agency who are unhappy with the way their complaints have been handled. Once the Agency's internal complaints procedures have been exhausted, the case examiner considers the merits of the complaint, and, if necessary, makes recommendations about putting matters right. The case examiner is not part of the Child Support Agency or the NI SSA and clients are not charged for using her service.

The appointment is for a three year period from 1 October 2002 until 30 September 2005.

The case examiner's annual report for 2001/2 was published in July and can be obtained from the Office of the Independent Case Examiner, PO Box 155, Chester, CH99 9SA. Copies are also available on the internet at their website at www.ind-case-exam.org.uk Press office 020 7238 0866 Out of hours 07659 108883 Public enquiries 020 7712 2171 Website www.dwp.gov.uk