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Response rates

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This module is about how quickly you respond to requests and complete internal reviews. The criteria relates to the 20 working days provided in the Freedom of Information Act (FOIA).  Extensions are allowed to consider the public interest test and there are specific variations to the time for compliance as detailed in our guidance.

This module provides an opportunity to reflect on how many requests are responded to within 20 working days.

When calculating the response rate, we recommend using the most recent quarter’s data. It is important to choose an appropriate time scale to give an accurate reflection of current performance. There is little value in using one week’s data as this could be an unrepresentative week, while there may also be little value in reviewing a year’s worth of data, as it is unlikely to reflect current performance.

All questions are mandatory.

Criteria

Good:

  • 95% or more of requests are responded to within 20 working days.
  • 95% or more of internal review requests are responded to within recommended timescales.
  • Complaints to the ICO about late responses and failure to respond are rare and rarely upheld.

Adequate:

  • 90 to 95% of requests are responded to within 20 working days.
  • 90 to 95% of internal review requests are responded to within recommended timescales.
  • Complaints to the ICO about late responses and failure to respond are occasional and sometimes upheld.

Unsatisfactory:

  • Fewer than 90% of requests are responded to within 20 working days.
  • Fewer than 90% of internal review requests are responded to within recommended timescales.
  • Complaints to the ICO about late responses and failure to respond are frequent and often upheld.
More information

This is calculated by dividing the number of requests closed in this period within the statutory timescale by the volume of requests completed overall, and then multiplying this figure by 100. For example, if between June - September (choose your period) you closed 153 requests and 141 of those were closed within the statutory timescales, then the calculation is (141/153)*100 = 92% Under the Act, most public authorities may take up to 20 working days to respond, counting the first working day after the request is received as the first day. For schools, the standard time limit is 20 school days, or 60 working days if this is shorter. Working day means any day other than a Saturday, Sunday, or public holidays and bank holidays; this may or may not be the same as the days you are open for business or staff are in work.

More information

This is calculated by dividing the number of reviews closed in this period within the recommended timescale by the volume of reviews completed overall, and then multiplying this figure by 100. For example, if between June - September (choose your period) you completed 50 reviews and 35 of those were closed within the recommended timescales, then the calculation is (35/50)*100 = 70%. The recommended timescale for completing reviews is no longer than 20 working days in most cases, or 40 working days in exceptional circumstances.

More information

Take into consideration how many requests are received by your public authority. A good quality response may prevent the requester complaining to the ICO.