Customer service standards and customer feedback
IPC aims to meet the following customer service standards.
| We aim to | Year | Actual results |
|---|---|---|
| answer all calls received within 30 seconds | 2007 / 08 | 97.2% |
| 2006 / 07 | 95.2% | |
| process State Pension claims within 250 working days | 2007 / 08 | 91.7% |
| 2006 / 07 | 95.2% | |
| process Industrial Injuries Disablement Benefit claims within 271 working days (Previous target 370 days for 2003-06) | 2007 / 08 | 100% |
| 2006 / 07 | 97.1% | |
| process Incapacity Benefit claims within 105 working days | 2007 / 08 | 96.3% |
| 2006 / 07 | No data held | |
| process pro rata Incapacity Benefit claims within 550 working days (Previous target 800 days for 2003-06) | 2007/ 08 | 96.3% |
| 2006 / 07 | 81.8% | |
| process Medical benefits claims within 145 working days (Previous target 175 days for 2003-06) | 2007 / 08 | 99.8% |
| 2006/ 07 | 95.3% | |
| process exportable Jobseekers Allowance claims within 10 working days (Previous target 19 days for 2003-06) | 2007 / 08 | 100% |
| 2006 / 07 | 100% | |
| process imported Jobseekers Allowance claims within 60 working days (Previous target 76 days for 2003-06) | 2007 / 08 | 100% |
| 2006 / 07 | 100% | |
| process Bereavement Benefit claims within 455 days (Previous target 500 days for 2003-06) | 2007 / 08 | 98.4% |
| 2006 / 07 | 96.7 | |
Tell us how to improve our service
We would like to hear your comments and complaints about our service. The leaflet GL22 tells you what to do if you are unhappy with our service