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Any complaint received by the department relating solely to the service provided by the Assessment Provider is passed to them to action. Providers have their own complaints process to deal with dissatisfaction about the service they provide.
Information on the total number of complaints received by Independent Assessment Service (IAS), formally ATOS and Centre for Health and Disability Assessments (CHDA), which is a MAXIMUS company, for the period January 2019 to December 2019 are shown in the table below.
Total number of complaints received
Complaints as a percentage of assessments
IAS (prev ATOS)
* All data collated from provider MI, all numbers rounded to the nearest 10