Release Potential Entitlement (AG)

• Enter the claimant’s NINO in the Key Entry Data screen
   
• Select the Latest checkbox
   
• Click on the [OK] button
   
• Go to step 2

• ‘No match found’, go to step 3
   
• ‘No award details found’, go to step 4

Otherwise

• Go to step 5

• Click on the [OK] button on the error message. You will be returned to the Key Entry Data screen
   
• Click on the [Trace] button. You will be taken to Function TRACE CITIZEN
   
• Follow the guidance in Trace Individual

Then

• If you have traced the claimant, go to step 4
   
• If you cannot trace the claimant

• Place the correspondence in confidential waste
   
• Take no further action

• Inform the claimant that no award currently exists for them, and therefore no potential entitlement exists
   
• Take no further action

• If there is no Compliance activity, or Compliance do not require the claim, determine the reason for the request to release the potential entitlement. If it is because

• The claimant has made a complaint about the payment being withheld, go to step 6
   
• A complaint has arisen because of a system error, go to step 6
   
• A complaint has arisen because of an official error, go to step 6

• The Complex Case checkbox is ticked, go to step 7
   
• The Manual Correspondence checkbox is ticked, go to step 8
   
• Neither of the above checkboxes are ticked, go to step 9

• Use Function MAINTAIN WORKLIST to transfer the case to the appropriate Management Unit (MU). See the MU Table for the correct MU number
   
• Use Function MAINTAIN HOUSEHOLD NOTES selecting the ‘Payments’ category to record the following

‘TCMZ COMPLEX CASE. Case transferred to European Economic Area 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

• Take no further action

• Go to step 9

Then

• Go to step 10

• Does not have reasonable grounds for complaint, go to step 11
   
• Does have reasonable grounds for complaint, go to step 12

Otherwise

• Complete a Free Format LFC with the following

• Claimant’s name
   
• Claimant’s address
   
• Claimant’s NINO
   
• Date

And

• A full explanation of your reasons for not upholding the claimant’s complaint

Then

• Send the completed LFC to the claimant

Then

• Go to step 18

• Enter the claimant’s NINO in the Key Entry Data screen
   
• Select the Latest checkbox
   
• Click on the [OK] button

Then

• Go to step 13

• Receive the error message ‘Potential entitlement details cannot currently be displayed’, go to step 14
   
• Receive the error message ‘No potential entitlement details found’, go to step 15
   
• Are taken to the Maintain Potential Entitlement screen, go to step 16

• Have the claimant on the telephone

• Inform them that you cannot give them any information until the claim has been processed
   
• Check the award status each day until it has been processed

Then

• Go back to step 1

• Are dealing with correspondence from the claimant

• Retain the case papers on your desk
   
• BF the case for 5 days and re-check that it has been processed

Once the case is processed

• Go back to step 1

• Inform the claimant that there is no potential entitlement for their award

Note: If the claimant has an award notice showing ‘Potential Payment’ you will have to go back to step 1 and view the earlier awards to determine if any potential entitlement exists

• Take no further action

• Yes, go to step 17
   
• No

• Pass the case to the officer on your team with the role
   
• Take no further action

• Use Function MAINTAIN POTENTIAL ENTITLEMENT and go to the Maintain Potential Entitlement screen
   
• Click on the [Release PE] button. The message ‘Do you wish to release the Potential Entitlement?’ will appear
   
• Click on the [Yes] button in the message box

Then

• Go to step 18

‘TCMZ Potential Entitlement released’

‘TCMZ Potential Entitlement not released, letter issued’

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

Then

• Go to step 19