Thu 03-Mar-05 02:28 PM by ken

Hi all

Just a simple call to tax credits to check on a date client updated them on c of circs to support a HB backdate, but no couldn't be that simple.
First I was told client could ring and give me authorisation, then second go told written authorisation on TC689 only. Phoned again to ask why it had to be on their form only when ours (on file ready to fax) is substantially similar.
Couldn't tell me- said it was rules- wouldn't or couldn't clarify which bit of leg or reg this came under. I asked to be escalated- told no one availiable too many calls and gave me preston address to write!!
Really need info by end of today, can't reach client to complete the TC689 or phone herself.
Any suggestions to help today or just general advice- do we have to do Tc689 and if so under what Reg???
Also what is ref number needed on TC689??

Thank you
Frustrated of Portsmouth!!
P.s she threatened to terminate call if i kept asking to speak to team leader!!

hi juliev

a link to a copy of form TC689 is available via this previous rightsnet news story -

Faxing an authority to deal with an urgent tax credits query: Inland Revenue introduce new system (27 August, 2004)

Don't know how you get a ref. number, but our bureau has been given one. We have on occasion simply faxed our own authority and they have put it onto their system. But I wouldn't like to say it will always work!

HI Julie,

I attended a meeting earlier this week with representatives of the Preston IR External Relations team. We were told quite clearly that a letter of authority is fine, and the TC689 is not mandatory. However, it probably saves the argument to use their form. After some discussion, it was agreed that you can write "indefinately" on the TC689 form, to stop your authority being time barred.

Reps of advice agencies at the meeting reported the problem of TC689s being submitted, but not logged onto the system. This means permission to speak to you is not logged in their household notes screen on the computer, so you are frozen out. The External Team reps are taking this back to discuss etc.

If you have problems escalating to a team leader, please tell CPAG, who can lobby for improvements.

By the way, we were also told that there should be no problems getting copies of taped IR telephone converstaions with your clients. Simply ask the helpline! This has not been our experience. Again the External Team reps agreed to take this apparent reluctance up.

Steve

My post above "I wouldn't like to say it will always work". Yesterday we got a fax from TCO External Relations telling us that one I had sent on our authority form wasn't the right procedure, and TC689 must be used! I rang them. They say there is an indefinite transitional period during which they are accepting CABs own authorities but this will eventually stop.
What I had done was to complete a TC689 (including the Ident. No.) but without the signature, and say on it that the separate authority was attached. They managed to separate the two forms and the authority then did not have the Ident. No. on it. Their suggestion is that in future if we need to send our own auth. forms, we should put the Ident. No. on them.
Its not clear from what they told me whether they will accept separate auth. forms from anyone other than CABs. Clearly they should, but I was told they set the arrangement up just for CABs!
Julie wanted to know how to get an Ident. No. It seems External Relations issue these. The phone no. I have is 01772 239648, but I wouldn't like to say it's necessarily the right one! (At least it was answered rapidly!)