Unmatched Change Or
Correction (AG)
To deal with a notification of a
change of circumstances or
correction for which you
can not trace a claim, consider steps 1 – 9 below. The guide
is presented as follows
Initial action
| 1 | If the notification was made
- Over the telephone, go to step 5
- By any other means, go to step 2
|
Contact not by telephone
| 2 | If you have a contact telephone number try to
contact the claimant by telephone to find out if there is an
existing claim. Follow the guidance in
Contacting The
Claimant
- If you can make contact by telephone, go to step 5
- If you are unable to make contact by telephone, go to step
3
|
| 3 | If you cannot make contact by telephone write to
the claimant’s address and
- Inform them that you cannot deal with their correspondence and
the reason
- Ask them to confirm the details of the change and their
personal details
|
| 4 | If you are unable to trace any of the following for
the claimant complete a form TC648, set an Action Date of 28 days
in the future, and file the correspondence in the clerical BF run.
If you are still unable to trace any of the following at the Action
Date send it to local storage
- A contact telephone number or a contact telephone number that
is answered
|
Contact by telephone
| 5 | Whilst on the telephone you must ask the claimant /
caller for the following details that will enable you to identify
and match them to an existing claim
And
- Any other details that you consider necessary in order to trace
the claim
|
| 6 | Use Function AMEND APPLICATION and on the Key Entry
Data – Applicant screen
- Click on the [Trace] button. You will be taken to Function
TRACE CITIZEN
|
| 7 | In Function TRACE CITIZEN use the information
provided over the telephone to try and match the claimant to an
existing award
- If you are unable to find a match, go to step 8
- If you can find a match, go to step 9
|
No match
| 8 | If you are unable to find a match complete a form
TC648 and set an Action date of 28 days in the future and file the
correspondence in the clerical BF run. If you are still unable to
find a match at the Action Date send it to local storage |
Now matched
| 9 | Follow the relevant guidance in Changes |
