Disabled Customers Consultation Group

An HMRC-sponsored forum, the Disabled Customers Consultation Group (DCCG) was set up in January 2008 to help HM Revenue and Customs (HMRC) to understand the needs of disabled customers and to improve the services provided.


Current Members
Third Sector organisations that represent people with disabilities.
Other non-government organisations with particular interests in disability issues.
Government and public sector bodies with an interest in HMRC customer service.
Relevant HMRC stakeholders.

Terms of Reference

The main purpose of the group is to:

  • help HMRC understand the impact of existing and proposed policies on disabled customers
  • give the organisations and disabled customers the opportunity to have their concerns and issues heard
  • work together to identify ways in which HMRC can work with disabled customers and improve their customer experience

Disabled Customers Consultation Group

Goal of DCCG

To improve HMRC customer service for customers with disabilities

How DCCG will help HMRC achieve this

By helping HMRC to understand the concerns and needs of its disabled customers and their representatives in respect of:

  • the impact of existing and proposed products and processes upon them
  • the way products and processes are implemented
  • by sharing expertise, learning and best practice for disabled customers
  • by monitoring the impact of HMRC’s strategic direction on disabled customers and providing feedback

Mode of operation

  • ­Meetings twice a year announced in advance
  • Agendas fixed by mutual agreement with members
  • Papers for meetings issued at least a week in advance
  • Meetings chaired by HMRC
  • HMRC will invite policy experts to attend meetings in order to explain policy or resolve problems as necessary
  • Minutes of DCCG meetings will be published on the internet as soon as possible after the meeting
  • Full facilities to assist members with disabilities will be available
  • HMRC will respond to member’s queries in between meetings
  • Action points from meetings will be tracked by HMRC and reviewed at subsequent meetings
  • Terms of reference will be reviewed when required

Meeting minutes

Meeting frequency - every 6 months.

Minutes - 6 June 2018

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Previous minutes

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