A Breach of Confidence
An update on developments since our investigation
Our investigation report, A Breach of Confidence, published in January 2011, highlights how Ms M’s address details were wrongly changed on one government agency’s computer system and how this error was then repeated across a network of government computer systems. The mistake had personal and financial implications for Ms M.
We upheld Ms M’s complaint. To put things right for her we asked that she be given an apology, compensation, and an assurance that her details had been checked on every database owned by the three agencies involved. These recommendations have been implemented.
One of the findings of our investigation was that none of the agencies involved would accept responsibility for what had happened to Ms M. To address this, we recommended that the three agencies (HM Revenue & Customs, the Child Support Agency, and the Department for Work and Pensions), in discussion with the Cabinet Office, work together to ensure that complaints which involve more than one agency are handled in a coordinated way in future. We also recommended that the Cabinet Office disseminate appropriate guidance to all government departments on data sharing.
Since our investigation, we have had confirmation from the Cabinet Secretary, Gus O’Donnell that:
- A protocol on handling cross-cutting complaints has been implemented in conjunction with HM Revenue & Customs, the Child Support Agency, and the Department for Work and Pensions.
- A Data Sharing Protocol has been developed for all government departments to implement when sharing personal data.
We are pleased to note the steps that have been taken to prevent others having to go through the same distress and inconvenience Ms M experienced.
