Dealing with requests

Below are statements that will hopefully answer some of the most popular questions regarding dealing with requests. It is hoped that this guidance will clarify previous guidance and indicate how the University intends to approach managing requests for information.

It is expected that the University will receive a number of requests for information via email. Under the terms of the Act an email is a valid "written" request for information.

When dealing with email requests for information you will not be expected to respond to 'Spam' or general requests via mailing lists as requests for information.

Email messages are only 'received' when they have been delivered to a specific email address and opened and read by the person responsible for managing that particular email account. Think of email like any other form of written communication. It can only be actioned when it is opened and the contents interpreted by the individual dealing with it.

An email message, or indeed any other requests for information received, where the 'name' is a pseudonym, for example mickeymouse@yahoo.co.uk, must be treated as a legitimate request for information. The University is quite entitled to ask for an enquirer's given name for communicating subsequent correspondence, but if they wish to be known by their pseudonym, then we cannot refuse to answer the request for information. Nevertheless, the University might view the use of such pseudonyms, dependent upon the nature and wording of the enquiry and other circumstances as a contributory factor towards treating an enquiry as vexatious.

If you are ill then you cannot deal with a request. You are not in a position to have 'received' it.

If you go on leave, set up an 'Out of Office reply' on your email giving alternative contact details where requests may be addressed. You have then fulfilled your responsibilities under FOI to provide assistance to the enquirer.

Requests for information, once opened and interpreted, should be dealt with PROMPTLY. This means providing an answer within 20 working days.

If you are not in a position to deal with a request for information, or require help in replying, assistance should be sought PROMPTLY. Initially this should be through the Departmental Compliance Contact, or the HOD. If in any doubt, contact the FOI Implementation Unit.

If a request for information is likely to take longer than 20 working days, for whatever reason, the applicant must be kept informed of the progress of the request and you must inform the FOI Implementation Unit PROMPTLY that there is likely to be a delay.