Register And Maintain A Disputed Overpayment Or Manual Suspension (AG)

• A returned form TC908, go to step 3
   
• New correspondence, go to step 2
   
• A complex case

• Send the documents to the European Economic Area (EEA) Team (This text has been withheld because of exemptions in the Freedom of Information Act 2000)
   
• Take no further action

• A claim that previously has had recovery suspended

• Make a note on form TC648

Then

• Go to step 2

• None of the above, go to step 2

• If the correspondence does not include the claimant's NINO and / or you cannot establish the claimants details from the information they have provided

• Prepare and send letter TC908 to the claimant
   
• File the correspondence in the BF drawer
   
• Take no further action

Otherwise

• Go to step 3

• If the claimant wishes to lodge an appeal and it does not relate to the recovery of an overpayment

• Send the documents to the relevant Appeals Team. Your manager will be able to provide you with this information
   
• 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

• If you establish the case is a complex case

• Send the documents to the European Economic Area (EEA) Team (This text has been withheld because of exemptions in the Freedom of Information Act 2000)
   
• Take no further action

• If the claimant wishes to dispute an overpayment, go to step 4
   
• If the claimant is not disputing an overpayment but you need to suspend recovery, go to step 4

Note: For cases falling into the categories in step 1, you must complete your suspension action before sending the case to Tax Credit Office (TCO) Northern Ireland (NI)

• If the claimant is requesting a review

Note: If you are unable to establish if the claimant is requesting a review from reading the correspondence you check Household Notes for any entries relating to previous disputes

• Send the correspondence to the relevant Reviews Team without suspending recovery. Your manager will be able to provide you with this information
   
• 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

• If you want to lift a manual suspension, go to step 14

• An IG(CI) Correction entry in the ‘Compliance’ category stating

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

Note: The IG(CI) Corrections Team was formally the Board's Investigation Office (BIO) Corrections Team and some notes will reflect this

• Go to step 5

• No IG(CI) Correction entry, go to step 6

• Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘Debt Recovery’ category to record the following

‘TCMZ ***DOP*** Overpayment enquiry forwarded to the IG(CI) Corrections Team as IG(CI) interest shown in HHN’
 

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 inMaintain Household Notes

• Take no further action

• Enter the claimant's NINO in the Key Entry Data screen
   
• Select the All checkbox
   
• Click on the [OK] button. You will be taken to the Select Award screen

Note: If you are taken to the Select Individual or Select Household screens, use the information in the correspondence to establish which individual or household to select. Once established, click on the individual or household to highlight it and then click on the [OK] button. You will then be taken to the Select Award screen

For example: If the correspondence states that payments have stopped, select the latest household as this will be the one that payments will be made for

• Go to step 7

• If there is an issue date

• Click on the initial CY version 1 to highlight it
   
• Make a note of the issue date
   
• Click on the [OK] button. You will be taken to the Award Summary screen
   
• Go to step 8

• If there is no issue date

• Click on the next amended version that has an issue date to highlight it
   
• Make a note of the issue date
   
• Click on the [OK] button. You will be taken to the Award Summary screen
   
• Go to step 8

• Tick in the Unsigned checkbox
   
• Date in the Return by field

And

• Date in the Date signature logged field

• If all of the above are present, the claim has been terminated due to the non receipt of a signed Award Notice

• Complete a form TC648 with the following message

‘Claim terminated because claimant failed to sign and return award notice’
 

Then

• Pass the correspondence and form TC648 to the relevant team
   
• 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: Your manager will provide you with the relevant team's details

• If none of the above are present, the claim has not been terminated due to the non receipt of a signed Award Notice, go to step 9

• If they are disputing their overpayment and there is no record of a previous dispute, go to step 11
   
• If you have established that

• They have previously disputed this overpayment and a decision has been made

Or

• They have an open dispute relating to this overpayment

Or

• A manual suspension has already been recorded, go to step 10

• Send the correspondence to the relevant alpha split team

Then

• Go to step 18

• Enter the claimant’s NINO in the Key Entry Data screen

• If the period the overpayment relates to is known

• Select the Period checkbox and enter the year in the Period field

• If the period the overpayment relates to is not known

• Select the All checkbox

Then

• Click on the [OK] button. You will be taken to the Select Award screen
   
• Click on the earliest award with an outstanding overpayment to highlight it

Note: If there is no overpayment for the selected period, the following warning message will display ‘No overpayment details found’

• Click on the [OK] button. You will be taken to the View Overpayment screen

Note: If the View Overpayment Signals screen displays, click on the [OK] button. You will be taken back to the View Overpayment screen

• If the Dispute checkbox is ticked to indicate a dispute has already been registered for the overpayment, go to step 13

Otherwise

• Go to step 12

• If a resolution reason is showing in the Resolution Reason field

• Click on the [New] button
   
• Click on the Dispute radio button to register the dispute or the Manual Suspension radio button to register a manual suspension
   
• Using the correspondence, enter the date the dispute was received in the Date Received field
   
• Select the relevant dispute category from the Dispute Category drop down menu

Then

• Go to step 13

• If there is no resolution reason showing in the Resolution Reason field

• Click on the Dispute radio button to register the dispute or the Manual Suspension radio button to register a manual suspension
   
• Using the correspondence, enter the date the dispute was received in the Date Received field
   
• Select the relevant dispute category from the Dispute Category drop down menu

Then

• Go to step 13

1. When you click on the Manual Suspension radio button, the Date Received field and the Dispute Category field will be disabled. You do not need to complete these fields
    
2. When you register a dispute, the Suspend Recovery checkbox will automatically complete on direct recovery cases only. You must manually tick the Suspend Recovery checkbox for in year and cross year recovery cases

• No, go to step 14
   
• Yes

• Go back to the View Overpayment screen
   
• Check the recovery method in the Overpayment Summary field
   
• If the recovery method shows the overpayment as

• Cross year or in year recovery, the claim can be unsuspended, go to step 14
   
• Direct recovery, the claim cannot be unsuspended until the dispute has been resolved, go to step 15

Go to the Maintain Dispute screen

• If the overpayment has already been recovered and there is no overpayment outstanding, go to step 15
   
• If the Suspend Recovery checkbox is disabled, go to step 16
   
• If you need to suspend recovery of the overpayment

• Click on the Suspend Recovery checkbox
   
• Click on the [OK] button

Then

• Go to step 16

• If you need to unsuspend recovery of the overpayment

• Click on the Suspend Recovery checkbox to remove the tick
   
• Click on the [OK] button

Then

• Go to step 15

• If you do not need to suspend recovery, for example if you have identified that recovery has previously been suspended or the claimant wants recovery to continue, go to step 16
   
• If you need to lift a manual suspension

• Click on the Suspend Recovery checkbox to remove the tick
   
• Click on the [OK] button

Then

• Take no further action

• Yes, go to step 16
   
• No

• Send the acknowledgement letter to the claimant

Then

• Go to step 16

• Claimant’s name
   
• Claimant’s NINO

Then

• Keep this with the disputed overpayment correspondence
   
• Go to step 17

‘ OD02 ***DOP*** Disputed overpayment correspondence received by WDC *recovery not suspended at claimants request /*No overpayment outstanding (*delete as appropriate) Ack letter sent’
 

' OD03 ***DOP*** Further corre received disputing overpayment, linked with original dispute corre. Database ID number XXXX'

' OD04 ***DOP*** Further corre received disputing overpayment, corre passed to Grp xx (enter relevant grp number here) to be linked with original dispute corre'

' TCMZ ***DOP*** Further corre received unable to link to previous corre TC913 sent to claimant'

' TCMZ ***DOP*** corre received recovery suspended and corre passed to NI DOP team'

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