Names of CSA staff

enemes

Hiya

I meticulously collect details of all my calls to CSA staff. The time, office and length of call. However, I have recently been troubled by the fact that staff are now refusing to tell me what their surname is. Dudley office for instance, had three Johns, and they always told me their surnames.

Bolton, though, refuse to tell me. My query is, what is the demands of the Citizen's Charter ... are government employees expected to tell their 'clients' their full name or not. If not, what is stopping them from making up any old first name, and fobbing you off with that.

Can I demand that they have to tell me their whole name when I am dealing with particular staff?

shell_542

When I worked in a call centre, just a bog standard one, nothing to do with CSA, we didn't have to ever give our surname to a caller. Just our first name and team manager. But we also had team numbers though so could be identified by the company by that.

laulau1

I work for a government department in an office where we don't deal with custommers face to face. We are not obliged to give our surnames out.

Blob

You will also find that some of the names, are shall we say a little fictious, as the people don't actually exist!

Who said that the day of 'Big Brother' will not come!

enemes

Blob wrote: »

You will also find that some of the names, are shall we say a little fictious, as the people don't actually exist!

Hi ..

Thats why I am asking, because I recently had two converstaions with two "different" people on consecutive days, and I am sure they were the same person, because she was referring to things that I had spoken about the day before.

Blob

Might just be taking that off the 'Note Book' on the computer file, so be careful on that point.

laulau1

re ficticious names, in the dept i work in if we wish to use a fictional name(for security) we can, as long as it's always the same name, we use it on all correspondance as well as on the phone, and managers and colleagues all are aware.

Matt_Fry

enemes wrote: »

I have recently been troubled by the fact that staff are now refusing to tell me what their surname is.

I found this a good reason to decline the security check and end a CSA telephone call.

Without properly identifying themselves the caller could be anybody pretending to be the CSA.

Blob

Doing this also protects the people from being held accountable for their failings as well as being held responsible in Law! You can't issue a summons against someone unless you know their name!

neoman62

Can't you ask for a staff reference number? I always tell the operator that the call is being recorded my end at the start and I've even had Govt employees slam the phone down on me at this point! What are they hiding? Personally I refuse to talk to anyone who refuses to be identified.

blimey40

Having the same problem for my son, even though she gave her name at the start of him paying the CSA and a number.