This section explains who we are, the role of the Independent Case Examiner, what we examine and provides answers to Frequently Asked Questions
The Independent Case Examiner's Office was set up in 1997 to provide a FREE complaints review service to people wanting to complain about the Child Support Agency. Since then the office has taken on responsibility for looking at complaints about:
The Independent Case Examiner (ICE) John Hanlon will consider both sides of the complaint, and if necessary make recommendations about putting matters right.
Once a complaint has been accepted for examination, the Resolution Officer has responsibility for making contact with the complainant and establishing whether there is any scope for addressing the complaint through mediation.
Whilst Resolution Officers have a sound general understanding of the work of the relevant Agency/Business, they are not technical experts. Their role is to act as honest broker in attempts to reach an agreement between the Agency/Business and the complainant.
Complaints requiring further examination are allocated to Investigation officers, who have responsibility for considering all the evidence provided by both the complainant and the Agency/Business. Having done so, they will again consider whether there is any scope for addressing the complaint through mediation. If the complaint cannot be settled in this way, they prepare a draft report of their findings for consideration by the Independent Case Examiner.
Like Resolution Officers, Investigation Officers are not experts in the processes and procedures that apply to the Agencies/Businesses. Their remit is to consider whether the Agency/Business has provided the complainant with the required level of service and if not whether it has offered an apology, along with appropriate redress.