Intermediaries / Representatives- Tax Credits Only (Info)

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  Intermediaries / Representatives (General)

An increasing number of claimants are using the Voluntary and Community Sector (VCS), such as a Citizens Advice Bureau (CAB), as intermediaries, to help them with their claims.

The authority for an intermediary to act is usually for 12 months and it is possible that a claimant may turn to a different source for similar help on future occasions.

A claimant may have more than one intermediary acting on their behalf at any one time.

Claimants can also request an individual such as a friend, neighbour or solicitor, to help them with their tax credits claim. Requests to deal with a third party representative will be dealt with in the same way as requests for VCS intermediaries

This process is designed to make it easier for a short-term intermediary to assist a claimant with their tax credits and recognises that this authorisation will apply for a short-term period

You can accept a claimant’s authorisation for an intermediary to act on their behalf

• By form TC689

Or

• By a letter giving all the information asked for on form TC689

Note: In a joint claim, this authorisation must be signed by both claimants

The form TC689 authorises an intermediary to act for a period of 12 months unless the claimant specifies a different period. The claimant may want the intermediary to act just for a specific tax credits matter, for example, the duration of an appeal.

When you have confirmed that an intermediary has been authorised you should

• Always copy them into correspondence sent to the claimant
   
• Not provide the claimant’s address to them

You can take information from a claimant’s authorised intermediary and can discuss their claim with them. However, you should not disclose information to an intermediary.

Intermediaries

• Cannot receive decision or award notifications
   
• Cannot receive payment of an award on behalf of a claimant, unless the claimant has specifically asked us to make payments to the intermediary’s account
   
• Cannot receive electronically generated forms
   
• Can and should receive clerically-produced notices, such as disputed overpayment letters

Note: A joint claim may end because of a household breakdown, resulting in a disputed overpayment. An intermediary can act for one of the claimants when dealing with the joint overpayment, as long as they have been authorised by that claimant to do so

  Appeals

An authorised intermediary can attend an appeal tribunal on the claimant’s behalf. If they want to attend they should be provided with a copy of the submission to the tribunal.

  TCO Customer Service and Support Group (CSSG)

If you work on CSSG you should send copies of any letters sent to the claimant to their authorised intermediary. The intermediary has the option to respond to decisions made by CSSG.

  Third Tier Complaints

When you correspond with a voluntary organisation, acting on the claimant’s behalf, you should be aware that information we provide about the claimant could be seen by other people.

You should limit this information by not giving the full NINO, name or address.

This means the correspondence can be matched up with the paperwork held by the organisation but cannot provide enough information for potential identity theft.

The intermediary would see the claimant’s address on correspondence but this should not be given over the telephone.

  Voluntary and Community Sector (VCS)

There are specific arrangements for VCSs when, in exceptional circumstances they need to contact us urgently about a claimants tax credits claim.

They must provide

• Faxed consent using form TC689 (for urgent cases) - Authority for an Intermediary to act. If there is a joint claim, this form must be signed by both claimants

Note: Where an authorisation to act as an intermediary exists for a joint claim and this claim has been ended by a household breakdown. For the purposes of a dispute of any overpayment that may have arisen on the joint claim, an intermediary can act for a single claimant in respect of the joint overpayment providing authorisation is received from the claimant to act in this respect

• Notification of the period the authority is required for. This will be for a 12 month period unless otherwise specified

Note: The old version of form TC689 gave authority for four months, with the option to ask for a shorter or longer period. If we receive an old form TC689, and the claimant has not given an alternative period, the authorisation is only for four months

The dedicated fax numbers at Tax Credit Office (TCO) will receive the faxed authorisation from a VCS.

Arrangements have been made with the VCSs to provide an Office Identification Number (OIN) for each office. They must provide full details of the office, including fax and ex-directory telephone numbers and the name of the manager or responsible advisor.

VCSs will provide a central contact point from their office in the event of a query and will update this information as and when it changes.

The TCO Information Disclosure Team (IDT) will carry out verification checks on the VCSs and the claimant(s) before noting the request for an intermediary in Function MAINTAIN HOUSEHOLD NOTES.

If there is a family break-up, any intermediary details held on the claim will become invalid. The claimant and / or partner will have to complete a new form TC689.

Note: If you receive correspondence regarding a deceased claimant, after considering the authority to act, the correspondence should be forwarded to the Priority 1 Team