Applicant Notice Query
(AG)
To consider how to resolve a query about an applicant notice,
consider steps 1 – 8 below. The guide is presented as
follows
Initial action
| 1 | If the query
- Is in writing, go to step 2
- If the query is by telephone, or face to face at an Enquiry
Centre
And then if the callers identity is confirmed
Note: If you cannot confirm the identity of the
caller, terminate the call and take no further action
|
Determine the nature of the query
| 2 | Establish what the query is about. If the claimant
- Requests a
copy notice, go to step 4
- Has any other query, go to step 5
|
Extension of the reminder period
requested
| 3 | If a claimant requests an extension to the award
notice reminder period
|
Copy or duplicate notice requested
Any other applicant notice query
| 5 | If a claimant raises a query regarding anything
else about their notice
- Use the most appropriate Function, either VIEW AWARD, VIEW
AWARD CALCULATION or VIEW APPLICATION to enable you to respond to
the query. Navigate between the various screens according to the
nature of the query
For more information about how to calculate an award follow the
guidance in
Calculation Of An Award
Note: For information on the award notice, follow
the guidance in
New Award Notice
|
| 6 | From these screens
- Compare the details of the claimant’s query with the
details on the screen
Note: If necessary, you can navigate to other
functions to help you to give a detailed response to the
claimant
|
| 7 | If you identify that some of the details need to be
corrected or, there is a
change of circumstances
- Follow the guidance in Changes and take no further action in
this Action Guide
|
| 8 | If you are
- Able to provide a full and acceptable explanation, take no
further action
Note: Where the query is in writing you must
attempt to contact the claimant by telephone to answer the query.
Only where this is not possible, should the query be answered in
writing on a generic Letter For Computer (LFC)
- Unable to provide a full and acceptable explanation and the
claimant says he wants to appeal, issue the Appeals leaflet and
take no further action
- Unable to answer the query, for example the query is about a
specialist subject area
- Transfer the call to the relevant specialist area if the query
is by telephone and within office hours
Otherwise
- Complete a form TC648 and refer the query (including the
original correspondence, if necessary) to the relevant specialist
area
And
- Tell the caller that somebody will call them back
Note: Make sure that you have the caller’s
telephone number
|
