HMRC Business Authorising Officers (BAOs) have overall
responsibility for their Room. Only a BAO can approve a request to
change a Customer Member’s Role in a Room.
A Customer Member cannot make a request to change their role.
This must be made on their behalf by their Customer Nominated
Contact (CNC).
When a CNC makes a request to change the role of a member of
their organisation in a Room
SW05640, an online request is sent to the
BAO Activity Inbox of the BAOs with responsibility for that Room
for approval.
A BAO of the Room must review the request
SW04220, making checks of every field,
before deciding whether or not to approve the request.
Changing a Customer Member’s role requires extreme care
and total understanding of the effects the change of role will have
to avoid the Customer Member accessing information they are not
authorised to view.
If the BAO is in any way uncertain about the request they
must not change the Customer Member’s role until they have
made further enquiries with the CNC to clarify the request from
which to make an informed decision.
Where the BAO approves a request, the service automatically assigns the new role to the Customer Member.
Where a request cannot be approved, the BAO
must reject the request
and make an appropriate note of their reason in
the required field when prompted.
The service sends an email to the CNC, who made the request,
to notify them of the rejection and the reason.
A similar email is sent to all other BAOs of the Room to
inform them that the request has been rejected together with the
reason. This is done to ensure that all BAOs of the room are made
aware of the position should a further request be made by the CNC
to change the role of the same Customer Member.
