Resolve DWP Alert Types 3000 And 3002 - Non-Match On NINO (AG)

Access the Customer Information System (CIS) and from the CIS Home screen select View Alerts

• Enter the date for which the Alerts are required in the Date field
   

• Select ‘NTC ' from the System ID drop down menu
   

• Enter ‘3000’ or ‘3002’ in the Alert Code field, depending on which Alert Type you are processing
   

• Click on the [Search] button
   

•  Select the alert to be processed

Note: The list of Alerts can be viewed by scrolling down to the bottom of the page

• Make a note of the NINO

Then

• Go to step 2

Use Function VIEW APPLICATION to enter the NINO of the Alert

• Click on the [OK] button. The latest claim will display
   

• Make a note of the following personal details relating to the NINO you have entered

• Surname
   

• Forename
   

• Other Names
   

• Date of Birth
   

• NINO
   

• Address

• Go to step 3

• Select the NINO on the Alert you are investigating
   
• Select Account Summary
   
• Compare the personal details that are displayed with the details you have made a note of above. Follow the guidance in Mismatched Trace Details

Note: CIS will be used instead of ADD to undertake any tracing activity

• If the personal details held against that NINO on CIS definitely relate to the same individual (details on the two computer systems are an exact match or an acceptable match), request a screen print and go to step 7

• If the personal details held against that NINO on CIS do not relate to the same individual, or you are unsure that the details match the same individual on the tax credits computer, go to step 4

• Enter the CIS Home screen
   

• Select Person Trace hyperlink
   

• Using the personal details held on the Tax Credits computer system enter

• The claimant 's surname
   

• The claimant 's forename
   

• Date of birth

• Click on the [Trace] button .You will be taken to the Person Trace Result table

If the person you are tracing is found

• Click on the line for the appropriate individual and you will be taken to the Account Summary screen

If the person you are tracing is not found

• Click on the Person Trace Help hyperlink and follow the Wildcard trace

Wildcard Tracing

Wildcard Tracing is the process of tracing based upon details that are incomplete. In such cases ADD allows users to enter a Wildcard in certain fields as follows

• Surname
   

• Forename
   

• Address Line 1

In order to use a Wildcard a * should be placed to indicate a string of one or more unknown characters

When using a Wildcard for NINO, Surname, Forename and Postcode as least three characters should be used

• For example Smi*, Smit*

When using a Wildcard for Address Line 1 at least 7 characters should be used

• For example 200 Stan*

When tracing by address a full Postcode should always be used

• If you cannot find a match go to Step 1 8

• Scroll through the list to find a match to the claimant held on the tax credits computer
   
• Compare the personal details that are displayed with the details you have made a note of above. Follow the guidance in Mismatched Trace Details

• If the personal details held against that NINO on ADD definitely relate to the same individual (details on the two computer systems are an exact match or an acceptable match)

• Enter the number of the option which is a definite match in the Enter Option field

• Select ENTER

• Request a screen print and go to step 1 5

• If the personal details held against that NINO on DCI do not relate to the same individual, go to step 5

• If you are unsure that the personal details held against that NINO on CIS relate to the same individual on the tax credits computer, go to step 6

• Select Person Trace hyperlink
   

• Using the personal details held on the Tax Credits computer system enter

• The claimant 's surname
   

• The claimant 's forename
   

• Date of Birth
   

• Click on the [Trace] button . You will be taken to the Person Trace Result table

• If the person you are tracing is found

• Click on the line for the appropriate individual and you will be taken to the Account Summary screen

• If the person you are tracing is not found

• Click on the Person Trace Help hyperlink and follow Wildcard trace

• If you cannot find a match go to Step 2 2

• Scroll down the list to find a match to the claimant held on the tax credits computer
   
• Compare the personal details that are displayed with the details you have made a note of above. Follow the guidance in Mismatched Trace Details

• If the personal details held against that NINO on CIS definitely relate to the same individual (details on the two computer systems are an exact match or an acceptable match)

• Select the NINO of the individual that is an exact match to access the Account Summary
   
• Request a screen print and go to step 1 5

• If the personal details held against that NINO on CIS do not relate to the same individual, or you are unsure that the details relate to the same individual, go to step 16

• Inform the National Insurance Contributions Office (NICO) of the Superseded NINO, by email

• The subject title should be

‘Superseded NINO – NTC’

• The body of the email should contain the following text

‘The following Superseded NINO has been notified to us by DWP

The NINO currently being used on the tax credits computer is (enter the NINO currently being used on the tax credits computer)

The superseded NINO notified by DWP is (enter the Superseded NINO entered on the Alert)

The personal details for this person are

Surname (enter the claimant’s surname)

Other Names (enter the claimant’s first forename)

Second Forename (enter the claimant’s second forename if there is one)

Date of Birth (enter the claimant’s date of birth)

Address (enter the claimant’s address)’

• Ensure that you include your full name, office address and direct dial telephone number at the end of the email

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

Note: If you have more than one Superseded NINO to email to NICO, you can send one email which includes all the Superseded NINOs together

• Awaiting Award, go to step 1 1
   
• Award Issued, go to step 1 2
   
• Ceased, go to step 1 2

• Use Function CAPTURE APPLICATION and select the ‘Capture Current’ option from the drop down menu
   
• Select the Summary screen from the toolbar at the top of the screen. This will take you to the Summary Information screen
   
• Enter the following message in the Application Notes field

‘TCMZ Superseded NINO for claimant (enter claimant 1 or 2 as appropriate). Correct NINO is (enter the superseded NINO) – NICO informed by email on (enter the date the email was sent). (Enter your name and extension number)

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 Application Notes

• Go to step 1 3

• Use Function MAINTAIN HOUSEHOLD NOTES to enter a message
   
• Click on the [ADD NOTE] button
   
• From the Category filter, select ‘APPLICATION’ from the drop down menu
   
• Enter the following message

‘TCMZ Superseded NINO for claimant (enter claimant 1 or 2 as appropriate). Correct NINO is (enter the claimant’s correct NINO) – NICO informed by email on (enter the date the email was sent). (Enter your name and extension number)’

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

• Go to step 1 3

• Email them again to request an update

Note: In the majority of cases, NICO will be able to action the case within five working days

• Use Function VIEW APPLICATION to view the status of the latest claim. If the status is

• Awaiting Award, go to step 1 7

• Award Issued, go to step 23

• Ceased, go to step 2 3

• Use Function VIEW APPLICATION to view the status of the latest claim. If the status is

• Awaiting Award, go to step 1 7

• Award Issued, go to step 2 3

• Ceased, go to step 2 3

• Use Function VIEW APPLICATION to view the status of the latest claim. If the status is

• Awaiting Award, go to step 2 6

• Award Issued, go to step 2 3

• Ceased, go to step 2 3

• Use Function CAPTURE APPLICATION and select the ‘Capture Current’ option from the drop down menu
   
• Go to the Claimant Details screen for the NINO you have just entered

• Where the NINO for the claimant is NOT MATCHED, go to step 1 8

• Where the NINO for the claimant is MATCHED, go to step 2 1

• Highlight the claimant’s NINO in the NINO field and overtype it with the NINO which you traced from CIS
   
• Click on the [TRACE] button

And

• Attempt to trace the claimant and match them to the NINO you have traced from CIS. Follow the guidance in Trace Individual

Note: You must not match the claimant to the NINO which was being used in error on the tax credits computer or to any other NINO except the one you have just entered. Once you have matched the NINO you are not able to un-match it

• If you are unable to trace and match the NINO, go to step 2 2
   
• If you are able to trace and match the NINO, ‘MATCHED’ will be displayed next to the NINO. Select the Summary screen, from the toolbar at the top of the screen

• Where the NINO is a Mis Match, go to step 1 9

• Where the case is Superseded, go to step 20

• Use Function CAPTURE APPLICATION and select the ‘Capture Current’ option from the drop down menu
   
• Select the Summary screen, from the tool bar at the top of the screen
   
• Enter the following message on the Application Notes field

‘TCMZ Mis Match case – NINO (enter the NINO which was being used on the tax credits computer) is incorrect for claimant (enter 1 or 2 as appropriate). Correct NINO is (enter the NINO traced on ADD) records have been amended’

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 Application Notes

• Click on the [S tore] button
   
• Go to step 2 6

• Use Function CAPTURE APPLICATION and select the ‘Capture Current’ option from the drop down menu to enter a note
   
• Select the Summary screen from the tool bar at the top of the screen. This will take you to the Summary Information screen
   
• Enter the following message in the Application Notes field

‘TCMZ Superseded NINO for claimant (enter 1 or 2 as appropriate). Correct NINO is (enter the superseded NINO) – NICO confirmed details are correct (enter today’s date). (Enter your name and extension number)

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 Application Notes

• Click on the [S tore] button
   
• Go to step 2 6

• Select the Summary screen, from the toolbar at the top of the screen. This will take you to the Summary Information screen
   
• Enter the following message in the Application Notes field

‘TCMZ Mis Match case – NINO (enter the NINO which was being used on the tax credits computer) is incorrect for claimant (enter 1 or 2 as appropriate). Correct NINO is (enter the NINO traced on ADD). M1 referral completed’

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 Application Notes

• Click on the [S tore] button
   
• Go to step 2 4

• Select the Summary screen from the toolbar at the top of the screen. This will take you to the Summary Information screen
   
• Enter the following message in the Application Notes field

‘TCMZ Mis Match case – NINO (enter the NINO currently being used on the tax credits computer) is incorrect for claimant (enter 1 or 2 as appropriate). M1 referral completed’

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 Application Notes

• Click on the [S tore] button
   
• Go to step 2 3

• If there is NO message in the Household Notes screen to indicate that an M1 referral form has been completed, go to step 2 4
   
• If there is a message in the Household Notes screen to indicate that an M1 referral form has already been completed, go to step 2 6

• Attach any screen prints taken from CIS to the M1 referral form
   
• Attach photocopies of any other relevant correspondence or documentation to the M1 referral form
   
• Pass the M1 referral form to your Technical Advice Line Liaison Officer ( TALLO) to pass to Technical Advice Line (TAL)
   
• Go to step 2 5

• Click on the [ADD NOTE] button
   
• Select ‘APPLICATION’ from the drop down menu

• If you were able to trace the correct NINO for the claimant, enter the following message

‘TCMZ M1 referral completed for claimant (enter the claimant’s name) the correct NINO is (enter the NINO traced on CIS)’

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 Application Notes

• Click on the [OK] button

• Go to step 2 9

• If you were unable to trace the correct NINO for the claimant, enter the following message

‘TCMZ M1 referral completed for claimant (enter the claimant’s name). Unable to trace the correct NINO’

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 Application Notes

• Click on the [OK] button

• Go to step 2 9

• Select the Summary screen from the toolbar at the top of the screen. This will take you to the Summary Information screen. If there is

• No message on the Application Notes screen to indicate that an M1 referral form has been completed, go to step 2 7

• A message in the Application Notes screen to indicate that an M1 referral form has already been completed, go to step 2 9

• Attach any screen prints taken from CIS to the M1 referral form
   
• Attach photocopies of any other relevant correspondence or documentation to the M1 referral form
   
• Pass the M1 referral form to your TALLO to pass to TAL
   
• Go to step 2 8

• Select the Summary screen from the tool bar at the top of the screen. This will take you to the Summary Information screen
   
• Enter the following message in the Application Notes field

‘TCMZ M1 referral completed for claimant (enter the claimant’s name). unable to trace the correct NINO’

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 Application Notes

• Click on the [OK] button
   
• Go to step 2 9

Access the Customer Information System (CIS) and select View Alerts

• Enter the date for which the Alerts are required in the Date field
   

• Select ‘NTC’ from the System ID drop down menu
   

• Enter ‘3001’ in the Alert Code field
   

• Click on the [Search] button

Note: This will need to be repeated using code 3002 to process all the Alerts

Note: The list of Alerts can be viewed by scrolling down to the bottom of the page

• For the Alert(s) you have just processed, put a tick in the checkbox in the Action column
   

• Click on the [Process Alerts] button
   

• When the following message displays ‘Are you sure you want to mark the selected Alerts as processed?’, click on the [No] button to cancel the request and return to the View Alerts – Search Results screen
   

• Click on the [Yes] button to process the Alerts you have actioned. The current date will be entered in the Processed Date field and you will be returned to the View Alerts – Search Results screen

Note: The Alerts that have been processed will be automatically removed from the Alert list after 28 days