New DWP guidelines

50Twuncle

There are new DWP guidelines in place that effectively prevent those of us with speech problems from using email to communicate with DEA's etc - They are NOT allowed to respond by email - I was unaware of this rule except for not receiving any response to emails sent to my DEA for the past 2 weeks !!!!

This APPALLING decision appears to break DDA - I was wondering if anyone else had come across this yet ?

cit_k

Got a link/source to this?

50Twuncle

No link - I was told in an email from PLUSS !!

50Twuncle

I have emailed DWP to ask for confirmation of this - message read - no reply (24 hours !!) - Typical - I will keep trying - since this is VITAL to me (and many others)

50Twuncle

OK -There appears to be a GENERAL lack of response to my emails - could someone else please try emailing their DEA and see if they respond ?

dmg24

This rule has been in place for a long time, but some DEA's are more flexible than others. Mine would respond to emails, but I don't see her anymore so cannot check if she still would. It does not just affect those with speech problems, I (and many others with MH problems) am not able to use the phone.

If you get no joy I would make a complaint, either yourself or through your MP. I would be very interested to know what response you get. Keep us informed!

sunnyone

Can you use type talk or minicom?

I cant use a phone due to deafness and while both the above have problems they are the only means open to me to communicate with people.

I also fax people rather than email, I seem to get better results than with emails.

For friends and family I text them with my mobile but I cant do this with authorities.

Prinzessilein

My ASD makes it impossible for me to use the phone. I asked the DWP if we could have contact by post and e-mail (which I check daily - at least once!). They refused and said that there were times when they would need to contact me by phone. They eventually agreed, after my specialist and social worker became involved,that they would phone my mother and she would pass messages on to me and reply to them! I have had to sign various bits of paper to cover confidentiality (basically stating that I agree to mum being informed of any and every issue).
I struggle to keep my independence as it is. The DWP being so pedantic doesn't help!

50Twuncle

Here's DWP's unbelievable response
I attach a response to your enquiry regarding communicating by e mail. I have responded by e mail as my response is about how Jobcentre Plus staff can communicate in general and not about any response in particular.
I apologise if this makes the situation difficult for you - but I will continue to work with your DEA to see how we can ensure effective communications can continue.
With any further communications, I will put my response into a letter to you. As it will have the Jobcentre Plus logo on the envelope, I believe that you will be able to identify it easily.



[FONT=Arial, sans-serif]Thank you for your enquiry regarding the Disability Employment Advisers use of e mails to correspond with you.[/FONT]


[FONT=Arial, sans-serif]The national DWP Electronic Mail Security Policy inform staff that sending e mails to customers means sending the information via the Internet. As the Department does not offer any encryption technology for correspondence with individual customers, we can only e mail a customer if the e mail contains no information that is likely to identify them to a Third Party or cause them – or the Department – embarrassment if it gets out in the public domain. [/FONT]


[FONT=Arial, sans-serif]Jobcentre Plus staff – including the DEAs – cannot agree with the customer to circumvent this and we cannot be absolved from our responsibilities to protect customer information under the Data Protection Act by putting disclaimers on communications.[/FONT]


[FONT=Arial, sans-serif]Jobcentre Plus can only consider replying to a customer by e mail where the response is general in nature. An example would be explaining an underlying entitlement to benefit decision. Where more specific information is needed in any response, then alternative methods should be use – such as the telephone or in writing.[/FONT]


[FONT=Arial, sans-serif]I do apologise if this makes the situation difficult for you, but we are required by law to ensure that we safeguard your personal information. [/FONT]


[FONT=Arial, sans-serif]I do hope that this explains the situation fully. If you are not clear on any point then please contact me on my telephone – 01*** ******* – or contact ****** ******* on 01*** ******* I am able to accept your e mail correspondence, but unless the information required is of a general matter, I will have to respond to you by telephone or by letter.[/FONT]


[FONT=Arial, sans-serif]Yours Sincerely[/FONT]

dmg24

21Twinkle wrote: »

Here's DWP's unbelievable response
I attach a response to your enquiry regarding communicating by e mail. I have responded by e mail as my response is about how Jobcentre Plus staff can communicate in general and not about any response in particular.
I apologise if this makes the situation difficult for you - but I will continue to work with your DEA to see how we can ensure effective communications can continue.
With any further communications, I will put my response into a letter to you. As it will have the Jobcentre Plus logo on the envelope, I believe that you will be able to identify it easily.



[FONT=Arial, sans-serif]Thank you for your enquiry regarding the Disability Employment Advisers use of e mails to correspond with you.[/FONT]


[FONT=Arial, sans-serif]The national DWP Electronic Mail Security Policy inform staff that sending e mails to customers means sending the information via the Internet. As the Department does not offer any encryption technology for correspondence with individual customers, we can only e mail a customer if the e mail contains no information that is likely to identify them to a Third Party or cause them – or the Department – embarrassment if it gets out in the public domain. [/FONT]


[FONT=Arial, sans-serif]Jobcentre Plus staff – including the DEAs – cannot agree with the customer to circumvent this and we cannot be absolved from our responsibilities to protect customer information under the Data Protection Act by putting disclaimers on communications.[/FONT]


[FONT=Arial, sans-serif]Jobcentre Plus can only consider replying to a customer by e mail where the response is general in nature. An example would be explaining an underlying entitlement to benefit decision. Where more specific information is needed in any response, then alternative methods should be use – such as the telephone or in writing.[/FONT]


[FONT=Arial, sans-serif]I do apologise if this makes the situation difficult for you, but we are required by law to ensure that we safeguard your personal information. [/FONT]


[FONT=Arial, sans-serif]I do hope that this explains the situation fully. If you are not clear on any point then please contact me on my telephone – 01*** ******* – or contact ****** ******* on 01*** ******* I am able to accept your e mail correspondence, but unless the information required is of a general matter, I will have to respond to you by telephone or by letter.[/FONT]


[FONT=Arial, sans-serif]Yours Sincerely[/FONT]

I would find this extremely rude - you have asked them to explain why you cannot communicate by email because you cannot use the phone, and they respond that you should call them to discuss it.

I appreciate that they cannot discuss personal details by email, such as address, bank details etc. However, there is no reason why they cannot discuss information such as appt times, access to work etc. I would still escalate this further.

50Twuncle

Thanks dmg24 for your advice - I have done just that
Incidentally - if you want to be able to receive any "private messages" - you will need to clear out your "inbox"