PAYE25045 - employer records: employer mailings: employer orderline

This subject is presented as follows

Employer Orderline – History

Employer Orderline – Availability

Employer Orderline – Responsibilities

Employer Orderline - Complaints

Employer Orderline – Forms available

Employer Orderline – History

The Employer Orderline was launched on 2 February 1997 to provide employers and Payroll agents with a central point to obtain employer forms and guidance. Initially opened for only six months of the year it became a year round operation in 1999. Managed by Employer Mailings and Orderline Team the Orderline is operated by an outside contractor based in Edinburgh.

The range of literature available to order has expanded each year and currently the Orderline stocks around 140 different items of employer forms, guides and tables as well as the Employer CD-Rom and Employer Bulletin.

Employers can place orders using any of the following

• Internet
• Telephone

Or

• Fax

To view the literature available

• Select the [Index of Forms] button on the left of the screen

Employer Orderline – Availability

The availability of the Employer Orderline is as follows

The Employer Orderline operates to agreed service levels. This means that they will endeavour to

• Answer 90 per cent of calls within 15 seconds
• Despatch orders within 48 hours to enable delivery within 5 working days of the order being received

Employer Orderline – Responsibilities

As well as being available to provide various forms, guides and tables the Employer Orderline will

• Arrange for large orders of forms P14 / P60, P45 and P46 to be issued direct from the printers
• Handle requests for Braille, large print and audio versions of the full range of literature
• Provide each caller with a unique order number and details of any delays that may arise
• Have a dedicated Customer Service facility to deal with any queries and complaints

The Employer Orderline does not have responsibility for any of the following

• Starter packs requests for these must be referred to the NESI Helpline (0845 60 70 143)
• Any literature not available through the Orderline (for example pre-paid envelopes)
• Any tax / NIC enquiries. These should be referred to either the Employer Helpline, NESI Helpline or the responsible office, whichever is appropriate
• P35 / CIS36 form requests – these should be referred to the appropriate responsible office
• Requests for stock from HMRC offices (who should use ERP to satisfy their stationery needs)
• Payslip booklet requests – these should be referred to the appropriate Banking Operations office
• Issuing any forms P45 or P38S to any customer unable to quote a valid employer reference. Callers will be referred to the appropriate responsible office

Employer Orderline - Complaints

If you receive a complaint about the Employer Orderline it is important that, in the first instance, you refer the employer / agent to the Orderline. To avoid delay in dealing with the complaint it is important that the relevant order number is quoted when contacting the Orderline.

If the Orderline are unable to resolve the complaint, the Office Customer Relations Manager should deal with the case. In exceptional circumstances the case should be referred to the Regional Consumer Champion.

Employer Orderline – Forms available

Note: Further copies of the contents of the Employer pack issued annually in February are available from the Employer Orderline on request.

Details of the current forms available from the Employer Orderline are shown on Form P17 in the Index of Forms, which can be accessed from the left bar of this manual.