Contact Employer (AG)

When contacting an employer, an employer’s representative or an employer’s agent for information, consider steps 1 - 14 below. The guide is presented as follows

Initial actionSteps 1 – 2
Determine action requiredSteps 3 – 4
Telephone employerSteps 5 – 6
Obtain / clarify information requiredStep 7
Record details on TC648Step 8
Issue manual enquirySteps 9 – 13
Return to original instructionStep 14


click here to return to top  Initial action

1Does any correspondence you have contain a contact telephone number for the employer
  • Yes, go to step 3
  • No, or you do not have any correspondence, go to step 2
2Use Function VIEW EMPLOYER DETAILS to obtain the employers telephone number and to make a note of the employer’s current postal address on form TC648. To do this
  • Click on the [OK] button

And

  • Go to the View Employer Summary screen
  • If you are able to obtain a telephone number for the employer, go to step 3
  • If you are unable to obtain a telephone number for the employer, go to step 4

click here to return to top  Determine action required

3Use Function MAINTAIN HOUSEHOLD NOTES to determine if any action relating to your enquiry has already been taken. If there is
  • No entry relating to your enquiry, go to step 5
  • An entry relating to your enquiry
  • Take a note of the details of the entry on form TC648

And then

  • Go to step 4

Note: You should record any action taken that relates to your enquiry on form TC648 before contacting the employer
4Use Function MAINTAIN HOUSEHOLD NOTES, if you are not already there. If there is
  • No entry relating to your enquiry, go to step 9
  • An entry relating to your enquiry stating that a manual LFC has been issued, go to 11
  • An entry relating to your enquiry stating that a reminder has been issued, go to step 13

click here to return to top  Telephone employer

5Telephone the employer and confirm you are speaking to the employer or a trusted representative of the employer by asking them to confirm the employers PAYE reference number
  • If the employer confirms the PAYE reference number, go to step 7
  • If the person you speak to cannot confirm the PAYE reference number, terminate the call. Try again to contact the employer several times during the rest of the day. If you are
  • Able to contact the employer by telephone during the rest of the day and they confirm the PAYE reference number, go to step 7
  • Unable to contact the employer by telephone during the rest of the day, clerically retain the papers on your desk until the following day, go to step 6
  • If you cannot contact the employer by telephone immediately, try several times during the rest of the day. If you are
  • Able to contact the employer by telephone during the rest of the day and they confirm the PAYE reference number, go to step 7
  • Unable to contact the employer by telephone during the rest of the day, clerically retain the papers on your desk until the following day, go to step 6
6On the following day attempt to telephone the employer again and confirm you are speaking to the employer or a trusted representative of the employer by asking them to confirm the employers PAYE reference number
  • If the employer confirms the PAYE reference number, go to step 7
  • If the person you speak to cannot confirm the PAYE reference number, terminate the call. Try again to contact the employer several times during the rest of the day. If you are
  • Able to contact the employer by telephone during the rest of the day and they confirm the PAYE reference number, go to step 7
  • Unable to contact the employer by telephone during the rest of the day, go to step 9
  • If you cannot contact the employer by telephone immediately, try several times during the rest of the day. If you are
  • Able to contact the employer by telephone during the rest of the day and they confirm the PAYE reference number, go to step 7
  • Unable to contact the employer by telephone during the rest of the day, go to step 9

click here to return to top  Obtain / clarify information required

7If the employer
  • Provides the information you require, go to step 8
  • Cannot provide the information you require within 2 days, go to step 9
  • Refuses to provide the information you require over the telephone and requests the enquiry in writing, go to step 9

click here to return to top  Record details on TC648

8When you have obtained the information you require
  • Make a note of the information on form TC648

And then

  • Return to the previous Action Guide you were following for the action to take with the information

click here to return to top  Issue manual enquiry

9Use Function VIEW EMPLOYER DETAILS and go to the View Employer Summary screen to obtain the employer’s current postal address, if you have not already made a note of the address on form TC648 Write to the employer at the current postal address using the free format LFC. On the free format LFC
  • Request the information you require

And

  • Enter the Employer’s Helpline telephone number 0845 7 143 143

Then

  • Clerically Bf the case for 14 days in the future

Or

  • Use Function MAINTAIN WORKLIST to set an Action Date in the appropriate Work List for 14 days in the future, making sure that the Retained checkbox is ticked

Note: When calculating the 14 days in the future, you must not include postal strikes, public and bank holidays in the calculation

And then

  • Go to step 10
10Use Function MAINTAIN HOUSEHOLD NOTES to enter the following

‘TCMZ Manual LFC issued for (the reason for its issue)’

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

  • Go to step 11
11If the employer
  • Replies to your written enquiry within the 14 day BF date or Action Date
  • Return to the previous Action Guide you were following for the action to take with the information
  • Does not reply to your written enquiry within the 14 day Bf date or Action Date, using the free format LFC
  • Issue a reminder to the employer to obtain the information you require

And

  • Enter the Employer Helpline’s telephone number 0845 7 143 143

Then

  • Clerically Bf the case for a further 14 days in the future

Or

  • Use Function MAINTAIN WORKLIST to set an Action Date in the appropriate Work List for a further 14 days in the future, making sure that the Retained checkbox is ticked

Note: When calculating the further 14 days in the future, you must not include postal strikes, public and bank holidays in the calculation

And then

  • Go to step 12
12Use Function MAINTAIN HOUSEHOLD NOTES to enter the following

‘TCMZ Reminder LFC issued for (the reason for its issue)’

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

  • Go to step 13
13If the employer
  • Replies to your written reminder within the 14 day BF date or Action Date
  • Return to the previous Action Guide you were following for the action to take with the information
  • Does not reply to your written reminder within the 14 day BF date or Action Date, go to step 14

click here to return to top  Return to original instruction

14If the employer has not replied to your written reminder within the 14 day BF date or Action Date
  • Return to the Action Guide you were following for the action to take



Home|Main Contents|Manual Contents

Previous Page|Next Page|Top|Menu