Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what training G4S staff receive before handling Carer’s Allowance calls.

Before answering Carer’s Allowance customer calls, all G4S colleagues complete a comprehensive learning journey comprising around 60 hours of facilitator-led training. The programme is designed to ensure colleagues have the knowledge, skills and confidence needed to support customers effectively. It covers role responsibilities, Carer’s Allowance eligibility criteria, understanding and responding to customers with a range of needs, and skills required to manage customer interactions accurately, professionally and sensitively.