1. Information Compliance in Complaint Handling Ombudsman Association May 2013 Graham Smith – Deputy Information Commissioner and Director of Freedom of Information Rosemary Agnew – Scottish Information Commissioner

2. Objectives O Increase understanding about the role of information compliance in complaint handling O To promote discussion about information compliance in complaint handling

3. Approach O We have a number of issues which we will present in turn – in 3 blocks O After each one, we will open the debate up to the floor O As we present, record your questions O We will then answer questions and open the debate up for general discussion

4. A. 3 Blocks of Issues O Understanding what information you hold O Understanding your information management obligations O Handling information and data requests

5. B. Understanding what information you hold O What is personal data? O Complainant’s data and third party data O Organisational information e.g. policies O Content of individual complaint files O Content of case management systems O Metadata

6. C. Understanding your obligations O Data Protection Act O FOIA/FOISA/EIR O Your governing legislation O Information security O Retention and disposal O Information sharing O Publishing decisions

7. D. Handling information and data requests O Complying with the law O Good practice and good administration O Neither confirm or deny O Claiming exemptions O Timing and context O Review, complaints, appeals O Vexatious requests & vexatious complaints

8. Questions

9. Contact Graham Smith: O graham.smith@ico.org.uk graham.smith@ico.org.uk Rosemary Agnew: O SIC@itspublicknowledge.org.uk SIC@itspublicknowledge.org.uk