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Top Working Tax Credit & Child Tax Credit topic #1623

Subject: "CD of phone calls" First topic | Last topic
Derek
                              

CAB Adviser, Esher CAB
Member since
09th Mar 2004

CD of phone calls
Fri 10-Mar-06 03:56 PM

Have just received a CD of TCO phone records for a client:-

1. Has anyone had a case where the CD included a call from a quite different claimant (including name, address, dob, NINO) entirely unrelated to the claimant the CD is for? If so, what action did you take?

2. At least one phone call from the client which TCO acknowledge is logged in their records is not on the CD, yet the CD is supposed to be a record of ALL calls. Has anyone else found the CD cannot be relied on to be comprehensive?

Any answers/comments will be much appreciated.

  

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Replies to this topic
RE: CD of phone calls, James A, 10th Mar 2006, #1
RE: CD of phone calls, bmenadm, 13th Mar 2006, #2

James A
                              

Tax Credit Investigator (civil ), H M Revenue & Customs
Member since
10th Mar 2006

RE: CD of phone calls
Fri 10-Mar-06 09:52 PM

1)Not sure to be honest. If a call is missing you can presumably only request another CD. Personally I would say nothing about the incorrect call - probably not strictly correct however.

2)A CD is not necessarily a record of all the calls made - was the call recording for the call which is acknowledged actually requested ?

  

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bmenadm
                              

Advice Session Supervisor, Ballymena CAB
Member since
17th Aug 2005

RE: CD of phone calls
Mon 13-Mar-06 08:39 AM

As regards point 1 - this has never happened to me, but I would certainly make a big fuss about it, involving local MP and complaints process as this is a serious breach of someone's confidentiality and HMRC are so obsessive about authority.

As regards point 2 - this has happened with several of my cases. What I would do is speak to the Revenue Officer in Data Protection subject Access Request Unit that dealt with your request (name at the bottom of letter of reply) and ask them what calls they were able to trace on system. It is quite annoying that the CD does not come with a printed list of calls it contains. You can also ask for a printout of the contact history screen or the household notes screen to prove that the call you are talking about is logged and then request that call specifically. I have had at least one case where the call was logged on the screen, but HMRC were unable to produce a recording of the call. In that case I proceeded with the dispute/complaint process asserting that since HMRC could produce no evidence to the contrary then my client's recollection of the details of the call were undisputed.

  

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Top Working Tax Credit & Child Tax Credit topic #1623First topic | Last topic