We understand that the original DLA/AA internal memo 10/01 detailing how to handle Reps Authorities has been incorporated into what they call the Team members guide. There is one change that is important, where it says that if the matter proceeds to an Appeal, then a separate Authority is required, unless the original one already specifies that it is valid for appeals as well.

'Authorities to Act-Keep Representative informed.

TMG Chapter 6-Para 20, Quality Matters issues 9/02- 20/03; 30/04 plus DLA/AA Bulletin 61/03.

DLA/AA customer can give written consent for their representative to be kept informed of progress on a Claim/Reconsideration/Supersession.

An authority for a representative to act on behalf of a customer should be treated as lasting for a whole process of a new claim or Supersession. This includes any reconsideration events that may follow. (A separate authority is required for an appeal unless the authority specifically authorises to continue with an appeal).

The authority should be retained as a supportive document so that it will be available for at least 12 weeks (Bulletin 61/03).

Registration Assistant/ MARS AA action:

If the customer gives written consent for their representative to be kept informed of progress on a claim/reconsideration/Supersession:

Acknowledge the request using form DBD 645 noted 'We will keep your representative informed about your claim'.

Send copy of DBD 645 to the representative.

Attach form DLA629* 'Keep representative informed' label to the front of the file.

Make entry in Notepad 'Customer representative, name of rep./organisation, address and telephone number' during the event (event type-e.g. New Claim etc).

AA/AO action:

Inform representative of any subsequent action taken on the claim either by:
- Telephone or
- Letter

Duplicate copies of all correspondence issued to customer must also be issued to the representative.

DPO/MARS AO action:

When representative details are held and a decision has made on the claim:

Issue Form DBD384A or a copy of any other notification as appropriate to the representative.

Make entry in the Notepad

1st Tier DPO – set case control in Dialogue 530 for 12 weeks after the date notification issued 'Type 0002'-'12 wk period over, remove reps details'

If the representative details are already held and the customer disputes the decision or a renewal is received, the 12-week case control must be deleted and then reset 12-week case control when a further decision has been made.'