You must take all reasonable steps to protect confidential
information when you have contact with customers in person.
When speaking to a customer ensure that you obtain sufficient
identity information to verify you are speaking to the right
person.
For proof of identity, wherever possible ask for photographic
or other identity documents.
If still in doubt about identity, ask general questions to
the customer using information available from HMRC records or
databases. You must take care not to disclose any information about
the customer when asking these questions. If in doubt do not
disclose information to the customer until you can verify their
identity to your satisfaction.
The Customer Contact Standards and Procedures intranet site
(see
IDG90150) provides detailed information
about how to establish a customer’s identity, in any
situation, not just on the telephone.
Computers or paper records should never be left unattended in
any area of the office accessible by the public.
If you require any further information regarding the protection of confidentiality when meeting customers, or require further assistance contact Information Strategy (see IDG90100).
