Unauthorised Access To A Claim (AG)

• You receive the message

‘You are not authorised to access some of the data of this customer, please refer to the responsible MU’

• Click on the [OK] button

• If you are able to access the claim, continue with your action
   
• If you are unable to access the claim, go to step 2

Note: There will be more than one claim showing for the claimant and you may not be able to access the data for the claim you need

• You receive the 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)'

• (This text has been withheld because of exemptions in the Freedom of Information Act 2000)
   
• Abandon the function you are using and do not attempt any further access
   
• Do not attempt to trace any further details or if working from a Work List do not attempt to action the work item
   
• Go to step 2

• Telephone call, go to step 3
   
• Work item on a work list, go to step 4
   
• Piece of correspondence (letter, WAM referral, manual correspondence or RLS post), go to step 5

• Enter the claimant’s NINO in the Key Data Entry screen and click on the [OK] button

(This text has been withheld because of exemptions in the Freedom of Information Act 2000)

Then

• Go to step 5

• Enter the claimant’s NINO in the Key Data Entry screen and click on the [OK] button
   
• Note whether the owning office displays as Preston 11 or Preston 12

Then

• Contact the appropriate Management Unit (MU) before transferring the worklist item so that they can arrange retention

And

• Use Function MAINTAIN WORKLIST to transfer the work item to the appropriate Management Unit. See the MU Table for the correct MU number

Note: If you are unable to establish the owning office telephone (This text has been withheld because of exemptions in the Freedom of Information Act 2000) to establish the correct MU

• Go to step 5

• Name and NINO of claimant 1 and claimant 2 if attempting to access partner’s record

• A contact telephone number for the claimant, if known

• Your name

• Your staff number

• Your Management Unit

• Time(s) and date of access

• Brief reason for access

• Number of attempts accessing the record

• The function(s) that you attempted to access

Then

• Include any correspondence that you have, including any notes and envelopes

Note: Do not attach any worklists and do not staple the correspondence

• Go to step 6

• (This text has been withheld because of exemptions in the Freedom of Information Act 2000)
   
• Mark the envelope ‘Confidential’
   
• Take the envelope immediately to the secure mailbox or messenger collection point

Note: You must take the envelope directly to the collection point. Do not put it in a tray for collection

Then

• (This text has been withheld because of exemptions in the Freedom of Information Act 2000)