The DfES is conducting an audit of essentiagroup to examine allegations of call dumping, altering call quality audits and fabricated details about call history and customer relations.
The National Audit Office investigation was responding to a number of concerns about essentiagroup's running of the service from a former member of staff, backed up with a dossier of evidence (YPN, 12-18 July, p2).
The allegations included contact centre advisers not having the necessary qualifications to do their job properly, and not being subject to Criminal Records Bureau checks before employment.
The audit office was also investigating allegations that the organisation was manipulating it's management information to demonstrate its service effectiveness, and that young people with complex needs were often being signposted to inappropriate services.
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