Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what quality control measures are in place to monitor the accuracy and appropriateness of the advice given by G4S staff while handling Carer’s Allowance calls.

DWP has arrangements in place to assure the quality of services delivered on its behalf, including the handling of Carer’s Allowance calls. G4S advisers receive DWP-designed and approved training, along with support appropriate to the services they deliver.

Subject matter experts and quality assurance teams monitor the quality of calls, with DWP providing further assurance through its contract management arrangements. Where quality issues are identified, appropriate action is taken.