The office is looking into allegations about the service provided by Essentiagroup, the company contracted by the Department for Education and Skills (DfES) to run the youth advice service from July 2004.
Young People Now understands these include experience levels of contact centre advisers employed by the company and its record in checking the qualifications of staff and carrying out Criminal Records Bureau checks before employment.
Other allegations relate to ways the organisation handles calls from young people with complex needs, appropriateness of advisers' questions to callers and its complaints procedure.
The probe includes discussions with DfES staff responsible for the contract and a visit to the Connexions Direct contact centre in Newcastle.
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