Notices - General (Introduction)

This section of the Manual provides guidance on how to investigate and take action when you receive

• A query about an applicant notice

• An undelivered notice that has been returned by the Post Office

The guidance on how to handle a query about an applicant notice is applied to any notice that has been issued to a claimant. It will enable you to reply to the claimant when they contact you because they have a query. It is not restricted to queries about award notices issued on an initial claim.

To provide good customer service, queries must be resolved quickly and accurately. Any queries that are outside your area of responsibility or knowledge must be passed to another area with the specialist knowledge to respond to the query.

Note: If a special needs signal has been set, the computer will produce the applicant notice and issue it to the appropriate special needs unit, for example the Welsh Language Unit, in order for them to produce the applicant notice in the required format