Fluency duty
Part 7 of the Immigration Act 2016 requires that employees working in public-facing roles in the public sector speak a level of English (or Welsh in Wales) which is sufficient to enable them to effectively carry out their role. A complaint made to us under the Fluency Duty is one where a member of the public feels a public-facing employee has insufficient proficiency in spoken English for the performance of their role. We will deal with complaints made under the Fluency Duty as a corporate complaint.
A complaint about a public sector employee's accent, dialect, manner or tone of communication, origin or nationality is not considered a legitimate complaint under the Fluency Duty.