Logging A Returned Award Notice - TCO Only (AG)

• Insufficient details to log and then go to step 2

• Sufficient details to log and then go to step 3

Follow the guidance in Trace Individual

If you

• Find a NINO, go to step 3

• Are unable to perform a trace for the NINO because you have insufficient details or you are unable to find a NINO after performing the trace

• Discard the returned award notice in confidential waste and take no further action

Note: As there are insufficient details to link the notice to a family, you cannot file or place it on a Work List

No, got to step 4

Yes, check to see if the award notice has been signed

• If the award notice has been signed, go to step 7

• If the award notice has not been signed, has the claimant or their representative provided a reason for not signing it

• No, go to step 6

• Yes, do you accept this reason as a legitimate reason for it not being signed?

Follow the guidance in Signature Strategy

• No, go to step 6

• Yes, go to step 7

Note: Correspondence received which explains why the award notice is unsigned should be firmly attached to the unsigned award notice and ultimately filed with the notice

• Yes, go to step 5

• No, has the claimant indicated that they dispute the decision?

• Yes, go to step 9

• No, send the award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage. Take no further action

• Click on the initial CY version 1 if it has been issued to highlight it. If it has not been issued, click on the next amended version that has been issued to highlight it instead

• Click on the [OK] button. You will be taken to the Award Summary screen

• On the Award Summary screen, check to see if the version you have selected requires a signature. If it does there

• Will be a tick in the Unsigned checkbox

• Will be a date next to the Return by field

• Will not be a date shown next to the Date signature logged field

• If there is a tick in the Unsigned checkbox. And there is a date next to the Date signature logged field the award has already been logged. Send the award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage. Take no further action

• If none of the above are shown, repeat this step with every award version. Have you found a version that requires a signature?

• Yes. Return to the Award Summary screen and make a note of the bar code reference and then go to step 7

Note: Do not log the bar code reference of an award notice that does not contain a signature box. This will leave the award in an unsigned state and it will be terminated

• No. The award does not require a signature, go to step 8

• If the claimant requires a special needs format

• Complete form TC618 and send this with the original returned award notice to the Visually Impaired Media Unit (VIMU)

And

• Complete form TC648 to inform VIMU of the action required. For example, to convert form TC618 to braille and issue it with the original award notice to the claimant

Follow the guidance in Claim Requests

Notes:

1. Consider if it is appropriate to extend the award reminder cycle. For information on extending this reminder cycle, follow the guidance in Award Notice Reminder Cycle

2. You must specify the date when the award notice must be returned by. This will be the date shown in Function MANAGE REMINDERS on the Manage Live Reminder screen or the date you have decided to extend it to

Then

• Use Function MAINTAIN HOUSEHOLD NOTES to record your actions

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

• Take no further action

Note: Where the barcode reference number is available you must always use it. Where the barcode reference is not available enter the claimant’s NINO and the award issue date. In the case of a two claimant family you must enter the NINO for both claimants

• If the returned award notice appears on the Unmatched Entries screen, follow the guidance in Checking Unmatched Returned Award Notice and attempt to match it to a current claim

• If you can match the returned award notice to a current claim, go to step 8

• If you cannot match the returned award notice to a current claim, send the award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage. Take no further action

• If the returned award notice does not appear on the Unmatched Entries screen, it has been successfully logged, go to step 8

• If they have, go to step 9

• If they have not, go to step 10

• Dispute the decision as a result of a change of circumstances or because the details are incorrect. Follow the guidance in Changes to amend the details and then go to step 10

• Dispute the decision for any other reason. Follow the guidance in Applicant Notice Query and then go to step 10

• Have already signed the award notice, provided a signature declaration over the telephone, or have a good reason for not signing the notice, you must follow the guidance in Good Cause before inviting a fresh claim

• ‘TCMZ Unsigned 05 /06 award – Payment Suspended’

• If the note has been entered, go to step 12

• If the note has not been entered, check if the claim has been terminated

Use Function VIEW APPLICATION to check the status of the claim

• If the status is terminated, go to step 11

• If the award is not terminated, send the award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage. Take no further action

• If yes, send the award notice to storage.  Follow the guidance in Preparing and Sending Documents For Storage.  Take no further action

• If no, is the date of receipt stamped on the form TC602 within 30 days of the reply by date

• Yes, follow the guidance in Good Cause

• No, but the claimant has indicated a good cause reason, follow the guidance in Good Cause

• No, but the claimant has indicated they have already signed the award notice or completed a signature declaration over the telephone, follow the guidance in Good Cause

• No, and the claimant has not provided further information on the form TC602, follow the guidance in Invite Fresh Claim

‘TCMZ Compliance Activity: Do not unsuspend payment’

• If the note has been entered, go to step 14
   
• If the note has not been entered , follow the guidance in Identifying Compliance Activity

• If there is Compliance activity and the Claimant Compliance Officer tells you

• To unsuspend the payment, go to step 14
   
• Not to unsuspend the payment, go to step 13

• If there is no Compliance activity or Compliance do not require the claim, go to step 14

• ‘TCMZ Awd Notice Logged. Pymnts still suspended due to Compliance'

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note and your actions

And also

Follow the guidance in Maintain Household Notes

Then

• Send the award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage

• Take no further action

• In the Suspensions Currently Set field, click on the suspension reason showing ‘Manual Payment Request’ to highlight it

• Click on the [Remove] button

Then

• Click on the [OK] button. The payment will be reinstated

Note: If there is a partner, you must check if the payments have been suspended for the same reason by clicking on the [Partner Suspensions] button. If the payments have been suspended for the same reason, you must remove the suspension reason in the same way as above

• Send the award notice to storage. Follow the guidance in Preparing And Sending Documents For Storage

Then

• Use Function MAINTAIN HOUSEHOLD NOTES to record your actions

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note and your actions

And also

Follow the guidance in Maintain Household Notes