In addition, the customer information contained in the legacy system is difficult to obtain, taking several weeks to scan, and demographic data—such as income distribution or ethnic background—are not available.15 The Department told us that, while it was not 7 Q 30 8 C&AG’s Report, para 2.3 9 Qq 39, 47, C&AG’s Report, paras 10, 2.3 10 Qq 49, 52 11 C&AG’s Report, para 11 12 Q 31 13 Qq 33, 39 14 Q 39 15 Q 123; C&AG’s Report, paras 1.11, 3.9 Underpayments of the State Pension 11 sure of the impact on other types of demographic groups, it hopes that ethnic minorities should not be disproportionately affected ‘because of the way the system works in practice’. The Department said that 90% of the underpayment cases it was seeing were women, because of the types of state pension claim that were affected.16 Following our evidence session, the Department wrote to us explaining that it had amended its complaints process and introduced a new case management tool which allows more detailed information to be recorded about complaints.17 Quality assurance arrangements