When a claimant contacts the Call Centre the call is recorded.
In most situations where a claimant tells you that they spoke to
someone at the Call Centre you will be able to either accept what
they say or give them the benefit of the doubt. Where you need to
check exactly what they said and, if necessary, what advice they
were given, you can consider asking for a copy of the call
recording. Each Primary Office has a nominated officer who has
access to Call Replay.
Where the Claimant Compliance Team Manager (CCTM) agrees
that a call history or recording is required you should contact
your nominated officer. The retrieved call will be stored in a
BMoEI folder in each Primary Office. The nominated officer will
advise on the process for obtaining the call recording.
Call histories/recordings should not be requested as a
matter of routine. A requestmust be absolutely necessary. For example you will need to
obtain one where youcannot accept the claimant’s version of what they
said and you propose to charge apenalty or an appeal will have to go to the appeal tribunal
or you have been asked toremit an overpayment under official error.
