Confirm Identity
(AG)
To confirm the identity of a telephone caller or a person at
an interview, consider steps 1 – 10 below. The guide is
presented as follows
Initial action
| 1 | Ask the person their name and NINO if they have
applied for tax credits
- If the person is not the claimant or the claimant’s
personal acting body, go to step 8
|
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
| 2 | (This text has been withheld because of exemptions in the
Freedom of Information Act 2000) |
| 3 | (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)
| 4 | (This text has been withheld because of exemptions in the
Freedom of Information Act 2000) |
| 5 | (This text has been withheld because of exemptions in the
Freedom of Information Act 2000) |
| 6 | If the person passes security and confirms their
identity as the claimant or the claimant’s personal acting
body, you can discuss the details of the claim with the caller and
take any information from them that they want to give you |
| 7 | If the person fails security and does not confirm
their identity as the claimant or the claimant’s personal
acting body, ask the caller to put their questions in writing, or
we will write to them for the information we need |
The person is not the claimant or their personal
acting body
| 8 | If the person is not the claimant or the
claimant’s personal acting body, ask the person why they are
calling and if the claimant is present
- If the claimant is present, go to step 9
- If the claimant is not present, go to step 10
|
| 9 | If the claimant is present
- Ask to speak with the claimant and ask them to give their
permission for the person to provide or receive information on
their behalf
Then either
- Ask the claimant to confirm their identity, go to step 2
- Ask the person speaking on the claimant's behalf to answer
questions to confirm the claimant's identity, go to step 2
|
Claimant not present
| 10 | If
- The person wants to provide information
- Take a note of the person’s name, any information that
they wish to give, and their relationship to the claimant
And
- Forward the information to the
appropriateManagement Unit, if you are not
able to deal with it yourself
. See the
MU Table for the correct MU
number
- The person asks for information
- Tell the person that you will need the written consent of the
claimant before you can discuss any of the details with them
- If the person is from another Government office such as
Department for Work and Pensions (DWP), ask for their switchboard
telephone number, their full name and extension and telephone them
back
- If the caller is from another team or HMRC office use the
internal caller verification
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
|
