Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, on how many occasions has the personal independence payment (PIP) telephone has been unobtainable to the public in 2016; and how many people calling to enquire about PIP have been affected by those incidents.
The total number of calls made to Personal Independence Payment (PIP) Claims and Enquiry lines that were unable to access our services due to heavy demand at peak periods including customers receiving a busy or engaged tone are set out below, this covers the period 1 January to 30 April 2016:
| Calls Received | Calls not Connected | % Not connected |
PIP Claims | 411,147 | 168 | 0.04% |
PIP Enquiries | 1,113,803 | 18,949 | 1.70% |
The department employs the following contingency arrangements to reduce the level of unanswered calls::