HSE Press Release: E134:04 - 24 September 2004

HSE Infoline fields two millionth enquiry

The Health and Safety Executive's (HSE) public enquiry contact centre, Infoline, has just handled its two millionth enquiry. Set up in July 1996 as a "one-stop" shop, Infoline provides enquirers with rapid access to HSE's wealth of health and safety information, and access to expert advice and guidance.

Run by the Caerphilly-based National Britannia Group, Infoline handled nearly 273,000 enquiries in 2003. The primary target audience is small and medium-sized enterprises (SMEs); in a recent survey 85% of callers were from SMEs.

Most queries come in by phone, although e-mail has become increasingly popular, with an increase of 25% in enquiries received electronically in the last year. Infoline also deals with enquiries by letter and fax, and online via a web form.

The two millionth enquirer was Patrick Thornberry, a General Manager at Organic Power Ltd. Patrick emailed Infoline a query about storing biogas, a flammable gas that is produced when organic wastes are digested under anaerobic conditions by bacteria. Dale Jones handled the enquiry. Dale explained that the relevant legisation covering the storage of biogas is the Dangerous Substances and Explosive Atmosphere Regulations 2002 (DSEAR), and gave Patrick information from the Approved Code of Practice and Guidance.

A satisfied customer, Patrick said: "We were about to start storing biogas and I needed to know about labelling requirements and other necessary precautions such as safe transportation and security. I was very happy with Infoline's detailed response; I have a much clearer idea of what is required now. I wouldn't hesitate to use Infoline again - it's an invaluable service."

Queries relating to the storage of dangerous substances are fairly common. The top three topics in terms of number of queries are currently: asbestos; RIDDOR (Reporting of Injuries, Diseases and Dangerous Occurrences Regulations); and health and safety obligations in setting up a new business. The Infoline website includes a "frequently asked questions" page, giving answers to the most commonly asked questions about health and safety. The highest number of queries comes from the services sector, followed by construction and manufacturing.

Chris Mawdsley, HSE Infoline Service Manager, said:

"Infoline has grown from strength to strength since being set up eight years ago. It has an excellent record and the feedback we receive from enquirers is consistently very good. We're very proud of the high quality of the service and our innovative approach.

"One of the benefits to enquirers is anonymity; any enquiry received by HSE Infoline is treated in confidence, and callers do not need to give their name. There is no way of tracking calls, so enquirers can ring the service safe in the knowledge that their question won't result in a visit from an inspector!

"HSE aims to serve every part of the community. For example, its telephone interpreting service covers over 100 different languages. If enquirers want to speak to someone in a language other than English, then Infoline will connect them to an interpreter within a couple of minutes."

James Ostler, Managing Director of Information Services at National Britannia said:

"We are delighted that the high quality of the service provided by the Infoline team continues to attract such large numbers of enquiries from the target audience. Infoline is the first point of contact for many people seeking advice and guidance on matters relating to health and safety and its success can largely be attributed to the close partnership approach developed between National Britannia and the HSE."

Notes to Editors

1. The HSE Infoline service began on 1 July 1996 as a single point of contact to deal with telephone enquiries. It was set up to provide information to business, especially small and medium enterprises.
2. Infoline handled 272,898 enquiries in 2003 (239,925 calls and 32,973 written enquiries).
3. Infoline operators answer 80% of calls within 15 seconds, 95% of all written enquiries are dealt with in 5 days, and all written enquiries are dealt with in ten days.
4. In a recent survey, 71% of telephone enquirers rated the Infoline service as "very good" and 29% as "good". (No enquirers rated the service as "poor" or "very poor", or refused to comment).
5. The Infoline service is open to the public from 8.00am - 6.00pm. Enquirers can contact Infoline by telephone, e-mail, textphone, fax or letter, or by completing Infoline's Ask an Expert enquiry form on the HSE website.
6. The National Britannia Group is one of UK's largest independent safety, health and environmental risk management specialists, employing a total of 450 people within its UK operations. For more information visit www.WhatRisk.com

PUBLIC ENQUIRIES: Call HSE's InfoLine, tel: 0845 345 0055, visit http://www.hse.gov.uk/contact, or write to: HSE InfoLine, Caerphilly Business Park, Caerphilly CF83 3GG, or fax: 02920 859260, or email: hse.infoline@connaught.plc.uk, or textphone: 02920 808537 or complete the online form.

PRESS ENQUIRIES:

Journalists only: Karen Eldridge 020 7717 6219

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