Just so we know what to quote when we find that our details haven't been recorded on the system as requested ................there is also a copy of "Team talk"" which is interesting.

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Keeping a representative informed of progress on a claim/reconsideration/supersession
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20 If the customer gives written consent for their representative to be kept informed of progress on a claim/reconsideration/supersession:
Step Action
1 acknowledge the request using form DBD645 noted 'We will keep your representative informed about your claim/reconsideration/supersession' and send a copy to the representative
2 attach form DLA629 'Keep representative informed' label to the front of the file until all relevant action has been completed. Form DLA629 should then be placed inside the file prior to sending to Filestore. TMs should not call the file just to destroy form DLA629 when it reaches its destruction date. This should be done, if appropriate, the next time the file is received on the Operational section
3 access dialogue DA/AA110 (Notepad) and record 'Customer representative: (name of representative, organisation, address, telephone number) during the event (event type)'
4 inform the representative either by telephone or letter of any action taken on the claim
See Chapter 20: Notifying the customer of a decision and payment

Decision made – notifying a representative
14 If a form DLA629 is attached to the DLA/AA file, prepare an extra copy of the notification for the representative/correspondent.
15 If this is not possible because the notification is system issued, complete form DBD384A and issue to the representative.
16 When a decision has been made on a customer's claim, you must:
• access dialogue DA/AA110 (Notepad) and input the representative's details, if not already held;
• access dialogue DA/AA530;
• insert the date for the case control to mature in the 'date' field. This will be 12 weeks after the date the decision was notified;
• insert case control type 002;
• enter the text '12 week period over, remove reps details' in the 'description' field; and
• press 'End'.
17 When the case control appears on the WAR, you must:
• access dialogue DA/AA110 (Notepad);
• delete the representative's details; and
• clear the case control following current procedures.

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Team Talk 6 Disclosure of Information
In DCS we are always looking to improve our service to our customers. One of the ways that we do this is by responding to feedback from customers and their representatives. We have received feedback across the Agency about the reluctance of some staff to disclose information to representatives over the phone, and the failure to keep representatives informed of the progress of customer claims and decisions after proper authority has been received.
We understand there are real concerns about data protection that lead us to be very cautious about disclosing information. However, we need to address these concerns, so that we do not prevent customers from using the services of a representative to help them with their claim. We need to have a consistent and accurate approach, and an understanding of what customer information can be disclosed, to whom and when.
Of particular importance is a full understanding of the definition of consent, in particular, implicit consent.
It is important that we do everything we can to get this right. The issues contained within this Team Talk feature within our top five customer complaints. This is an area where we can improve our service to customers, as well as our reputation with key partners in the voluntary sector and hopefully make our everyday dealings with representatives easier for us.
This edition of Team Talk is aimed at highlighting exactly what information can be given out, defining exactly what “consent” means and raising our awareness of “implicit consent”. We should also take the opportunity to remind ourselves of the importance of keeping representatives of customers informed.

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