IHTM02000 - Communications: contents
Summary
| IHTM02001 | Summary |
Confidentiality and disclosure of information
| IHTM02011 | Introduction |
Legislation
| IHTM02021 | Finance Act 1989 |
| IHTM02022 | Data Protection Act 1984 |
The general rule on disclosure and its operation
| IHTM02031 | Disclosure - the general rule and its operation |
| IHTM02032 | Who is entitled to disclosure? |
| IHTM02033 | Disclosing information to public bodies |
Incoming telephone calls
| IHTM02041 | Introduction |
| IHTM02042 | Chart 1 (what to request on answering the telephone) |
| IHTM02043 | Chart 2 (how to proceed once the caller has provided you with the necessary information) |
| IHTM02044 | What to request on answering the telephone |
| IHTM02045 | Dealing with incoming telephone calls |
| IHTM02046 | Requests for information on an incoming telephone call |
| IHTM02047 | Procedure where it is not possible to verify a caller's identity from the information held on file |
| IHTM02048 | Affect of these rules on customer service |
| IHTM02049 | Requests for information over the telephone from other government departments |
| IHTM02050 | Summary - Business By Telephone (BBT) Helpcard |
Procedure for disclosure of information
| IHTM02061 | Introduction |
| IHTM02062 | How to deal with requests for information |
| IHTM02063 | Charging for provision of information |
| IHTM02064 | Limited disclosure for Capital Gains Tax (CGT) purposes |
| IHTM02065 | Extent of disclosure for CGT purposes |
| IHTM02066 | Disclosure of information about aggregable property |
| IHTM02067 | Disclosure of information obtained from tax returns |
| IHTM02068 | Disclosure of information obtained under double taxation agreements |
Open Government/Freedom of information
| IHTM02071 | The Freedom of Information Act |
| IHTM02072 | Providing taxpayers with extracts from the manual |
Correspondence
General instructions about correspondence
| IHTM02082 | Introduction |
| IHTM02083 | Receiving and filing of correspondence |
| IHTM02084 | Delay and priorities in dealing with correspondence |
| IHTM02085 | Special Commissioners and First –tier Tribunal decisions and contentious correspondence |
| IHTM02086 | File weeding |
| IHTM02087 | Civil Partnerships: Notes on terminology and language |
Incoming correspondence
| IHTM02091 | Acknowledgements/holding letters |
| IHTM02092 | Letters addressed personally |
| IHTM02093 | Requests for payment of a fee by this Office for copying lost documents |
| (This text has been withheld because of exemptions in the Freedom of Information Act 2000) | (This text has been withheld because of exemptions in the Freedom of Information Act 2000) |
| (This text has been withheld because of exemptions in the Freedom of Information Act 2000) | (This text has been withheld because of exemptions in the Freedom of Information Act 2000) |
| IHTM02096 | Avoidance of other taxes |
| IHTM02097 | Members of the Royal Family |
Outgoing correspondence
| IHTM02111 | Names and addresses of correspondents |
| IHTM02112 | Format of outgoing correspondence |
| IHTM02113 | Envelopes |
| IHTM02114 | Postal system for mainland UK, Northern Ireland, Channel Islands and Isle of Man |
| IHTM02115 | Postal system for all countries outside the UK |
| IHTM02116 | Reply paid envelopes |
| IHTM02117 | Recorded delivery service or registered post |
Inter-departmental mail
| IHTM02131 | Van services |
British Document Exchange
| IHTM02141 | What is British Document Exchange? |
| IHTM02142 | When to use British Document Exchange |
| IHTM02143 | Document exchange numbers of IHT |
| IHTM02144 | Financial Accounting Office, Worthing and Accounts Office, Shipley |
| IHTM02145 | Treatment of outgoing document exchange mail |
| IHTM02146 | Document exchange and inter-departmental mail |
| IHTM02147 | Document exchange directories |
Use of Microsoft Word templates and standard letters
| IHTM02151 | Word templates available in Capital Taxes |
| IHTM02152 | Standard letter template |
| IHTM02153 | Accessing and using Microsoft Word templates |
| IHTM02154 | Link between Compass and the standard letter template |
| IHTM02155 | Inserting standard text |
| IHTM02156 | Points to bear in mind when using standard text |
Personal applicants
| IHTM02161 | Seeing things from the personal applicants viewpoint |
| IHTM02162 | Writing effective letters to personal applicants |
| IHTM02163 | Telephone conversations with personal applicants |
| IHTM02164 | Potential areas of difficulty |
| IHTM02165 | Cases involving agents where the personal representative becomes involved |
| IHTM02166 | Summary |
Taxpayers with disabilities/special needs
| IHTM02171 | Introduction |
| IHTM02172 | Services to blind and partially sighted taxpayers |
| IHTM02173 | Services to deaf and hearing impaired taxpayers |
| IHTM02174 | Services for non-English speaking taxpayers |
General enquiries
| IHTM02181 | Helpline |
| IHTM02182 | Members of the public attending without notice |
| IHTM02183 | Advice and information; code of practice 10 |
Use of telephones
| IHTM02191 | Introduction |
| IHTM02192 | Use of the telephone |
| IHTM02194 | Points to remember when answering the telephone |
| IHTM02195 | Telephone calls that get cut off |
| IHTM02196 | Noting of telephone calls |
| IHTM02197 | Disclosure of confidential information |
| (This text has been withheld because of exemptions in the Freedom of Information Act 2000) | (This text has been withheld because of exemptions in the Freedom of Information Act 2000) |
| IHTM02199 | 'Off the record' telephone conversations |
Use of fax machines
| IHTM02211 | Where the fax machines are located |
| IHTM02212 | When to use fax and what can and cannot be sent |
| IHTM02213 | Documents that are unacceptable if sent by fax |
| IHTM02214 | What priority to give faxed documents |
Use of e-mail
| IHTM02221 | The Government Secure Intranet (GSI) |
Use of interviews
| IHTM02230 | Use of interviews |
Handling of complaints/compliments
| IHTM02241 | Chart 1 (what to do on receipt of a complaint) |
| IHTM02242 | Chart 2 (how to deal with a complaint that you can handle yourself) |
| IHTM02243 | What is a complaint? |
| IHTM02244 | Procedure upon receiving a complaint |
| IHTM02245 | Telephone complaints |
| IHTM02246 | Handling a complaint |
| IHTM02247 | Financial redress, interest remission and payments for worry and distress |
| IHTM02248 | Delays and mistakes |
| IHTM02249 | Bad handling of a complaint |
| IHTM02250 | Correspondence from MPs |
| IHTM02251 | Judicial review |
| IHTM02252 | Compliments |
Translations and non-English speaking customers
| IHTM02261 | Translations |
| IHTM02262 | Welsh translations |
Customer service standards
| IHTM02271 | Customer service targets |
| IHTM02272 | Definitions of 'post' and 'dealt with' |
| IHTM02273 | Customer service benefits of efficient handling of work |
| IHTM02274 | Monitoring of post turnaround times |
| IHTM02275 | Over 15 working day post |
