Contacting The Claimant (AG)

• If you find a telephone number, go to step 3

• If there is no telephone number, go to step 2

• If Directory Enquires give you a telephone number, go to step 3

Note: For any telephone number starting with the prefix 18001 you must follow the guidance in Typetalk

• If the claimant cannot be contacted by telephone because their number is ex-directory, go to step 4
   
• If Directory Enquires are unable to give you a telephone number

• If the claim is post award use Function AMEND APPLICATION and go to the Applicant Details screen for Applicant 1 to enter ‘00000’ in the Details Tel. Nos. field

Or

• If the claim is pre-award use Function CAPTURE APPLICATION and go to the Applicant 1 screen enter ‘00000’ in the Telephone Numbers field

Then

• Go to step 9

Note: For any telephone number starting with the prefix 18001 you must follow the guidance in Typetalk

Note: If you are unable to contact them at the first attempt, make one further attempt at a different time of the day. For example, if you made the initial call in the morning, then you or a colleague must make a further attempt during the evening

Note: You can contact the claimant on the telephone number(s) provided, if it is a number at their place of work you must not ask an employer direct questions relating to the claim. In addition do not leave a message on an answering machine or leave a number on which you can be called back

• If the claimant cannot be contacted by telephone because they have call-barring, go to step 4
   
• If you are able to contact the claimant / personal acting body, go to step 6

• If you are able to contact the claimant / personal acting body but they are reluctant to provide personal details because they are worried that the person ringing them may not be from HM Revenue & Customs (HMRC), go to step 5

• If you are unable to contact the claimant / personal acting body, go to step 8

• The case is pre-award use Function CAPTURE APPLICATION and go to the Applicant 1 screen enter ‘00000’ in the Telephone Numbers field

Then

• Go to the Summary Information screen to enter the following in the Application Notes field

‘ NC80 - Clmt is ex-Dir/Call Bar, DD/MM/YYYY. Entered 00000 in tel field to identify’

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Application Notes

• Go to step 9

• The claim is post award use Function AMEND APPLICATION and go to the Applicant Details screen for Applicant 1 to enter ‘00000’ in the Details Tel. Nos. field

Then

• In Function MAINTAIN HOUSEHOLD NOTES to enter the following note

‘ NC80 - Clmt is ex-Dir/Call Bar, DD/MM/YYYY. Entered 00000 in tel field to identify’

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Maintain Household Notes

• Go to step 9

They can

• Telephone the Helpline on 0845 300 3900

Or

• Write to us with the information (supply the claimant with your official business address)

• If the claimant confirms that they wish to take one of the above options

And

• The claim is pre-award

• Use Function CAPTURE APPLICATION and go to the Summary Information screen

• Enter the following

'TCMZ Tel contact made with Clmt 1 or 2, DD/MM/YYYY Clmt to supply info'.

• Take no further action

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Application Notes

• The claim is post award

• Use Function MAINTAIN HOUSEHOLD NOTES to enter the following note

• Enter the following

'TCMZ Tel contact made with Clmt 1 or 2, DD/MM/YYYY Clmt to supply info'.

• Take no further action

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Maintain Household Notes

• If the claimant is now willing to provide personal details

• Go to step 6

• Do this by following the guidance in Confirm Identity

Then

• Go to step 7

• You are satisfied with the answers given, proceed with the telephone call and ask for the information you need and then go to step 9

• You are not satisfied with the answers, tell the person that you will write to them for the information. Go to step 8

• Either the claimant or their personal acting body is unavailable to answer the telephone, ask the person when you should ring back and then contact the claimant or their personal acting body by telephone at that time. At that time go to step 6

• Pre-award use Function CAPTURE APPLICATION to record all unsuccessful telephone calls in the Application Notes field on the Summary Information screen. Record on the Management Information System

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Application Notes

• Post award use Function MAINTAIN HOUSEHOLD NOTES to record all unsuccessful telephone calls

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Maintain Household Notes

And then

• Send a written enquiry to the claimant / personal acting body (use form TC609 if appropriate) and then go to step 9

• Follow the guidance in the specific Action Guide for the task you are currently undertaking