Unauthorised Access To A Claim (Info)
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An error message will appear on screen if you attempt to access a claim that you do not have permission to access. These are sensitive cases and for security reasons are held in one nominated Management Unit (MU)
If you are presented with the following message you may continue processing
‘You are not authorised to access some of the data of this customer, please refer to the responsible MU’
You will be able to access some of the claims. If you are able to access the claim you need to work, you may continue processing
If, to complete your action
- You require access to the information held on the restricted part of the claim
Or
- You are presented with the following message
‘Access denied. Ring (This text has been withheld because of exemptions in the Freedom of Information Act 2000) for advice. (This text has been withheld because of exemptions in the Freedom of Information Act 2000)’
You must not continue processing or attempt to access further details.
If you are dealing with a telephone call
- Check the owning office
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
- Advise the claimant that you are unable to access the claim at this time (This text has been withheld because of exemptions in the Freedom of Information Act 2000)
- Advise the claimant that they will be asked some security questions to confirm their identity
(This text has been withheld because of exemptions in the Freedom of Information Act 2000)
Then
- Proceed in the same way as you would if you were dealing with correspondence (below)
If you are dealing with Work List entries
If an entry appears on a Work List in your MU that relates to a restricted case you will not be able to access the work item. Instead you must transfer the work item to the appropriate MU. See the MU Table for the correct MU number
(This text has been withheld because of exemptions in the Freedom of Information Act 2000)
Then
- Proceed in the same way as you would if you were dealing with correspondence (below)
If you are dealing with correspondence
Complete form TC669 with the claimant’s details and forward it to the relevant MU. See the MU Table for the correct MU number
For each attempted access which is not made within the same day you must
- Complete a separate form
TC669
- Include your details and the information about the denied
access
- Place it in a double sealed envelope, marked ‘Confidential’ and immediately take it to the collection point
Note: If you have received a letter or correspondence for the claimant whose details are restricted, attach it to the form TC669
You must not
- Leave these forms in the out tray for collection
- Place any papers used to note the details, other than the referral form in confidential waste
The authorised key holder must empty the collection point
All unauthorised access attempts are monitored within the responsible MU. The Security Manager will be able to identify cases where an unauthorised access has occurred. These attempts are then checked against completed forms TC669 received in the relevant MU to confirm that the attempted access was legitimate
If a form TC669 is not received it will be necessary for the Security Manager to contact the user and / or the relevant line manager to establish why procedures have not been followed
