Response rates
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.