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Service Standards
The Agency's service standards are set out in our Customer Charter. Any complaint about the delivery of an Agency service can be brought to a Director of the Agency.
We will fully investigate the complaint and respond within ten working days. If the person complaining is not satisfied with the response he/she can raise it with the Chief Executive who will reply within ten working days.
If the individual is still not satisfied he/she can refer the matter to the Ombudsman. A copy of the Agency’s Customer Complaints Procedure, which includes guidance on raising a complaint is available from the Agency or can be downloaded here.
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No 78 The Social Security Benefits Up-rating Order (Northern Ireland) 2014
This Order makes changes to social security benefits related to employment such as Statutory Sick Pay (SSP) and Statutory Maternity Pay (SMP).
No 69 The Social Security Benefits Up-rating Order (Northern Ireland) 2013
This Order makes changes to social security benefits related to employment such as Statutory Sick Pay (SSP) and Statutory Maternity Pay (SMP).
The Statutory Paternity Pay, Statutory Adoption Pay and Statutory Shared Parental Pay (Normal Weekly Earnings etc.) (Coronavirus) (Amendment) Regulations (Northern Ireland) 2020
These changes to regulations mean that people who are entitled to Statutory Maternity Pay, Statutory Paternity Pay, Statutory Adoption Pay and Statutory Shared Parental Pay will not be disadvantaged if they are furloughed.
No 54 The Statutory Sick Pay (Coronavirus) (Suspension of Waiting Days and General Amendment) Regulations (Northern Ireland) 2020
These Regulations suspend the limitation, set out in the Social Security Contributions and Benefits Act (Northern Ireland) 1992, that Statutory Sick Pay is not payable for the first three qualifying days in a period of entitlement. They also amend the Statutory Sick Pay (General) Regulations (Northern Ireland) 1982 to specify when a person is isolating by reason of coronavirus is deemed to be incapable of work.
No. 135 Maternity and Parental Leave etc (Amendment No.2) Regulations (Northern Ireland) 2002
These Regulations correct a previous error by enabling those parents who qualify to be able to rely on a period of service with a previous employer to be taken into consideration regarding the one year qualification requirement.
No 725 The Statutory Maternity Pay (Compensation of Employers) Amendment Regulations 2011
This Statutory Instrument has application to Northern Ireland and came into operation on 6/4/11.
No 89 The Social Security Benefits Up-Rating Order (Northern Ireland) 2009
This Order increases some of the key employment related payments such as Statutory Sick Pay, Statutory Maternity Pay, Statutory Paternity Pay and so on.
No. 40 The Social Security Benefits Up-rating Order (Northern Ireland) 2020
This Order alters the rates and amounts of certain social security benefits and other sums from a variety of dates in early April 2020. In relation to employment the rates in these regulations cover - Statutory Sick Pay, Maternity Pay, Paternity pay and Parental pay.