Guidance

Working with representatives: guidance for DWP staff

This guidance explains the department's policy on providing information about customers to their representatives.

• From: Department for Work and Pensions
• Published: 1 June 2009
• Last updated: 1 April 2026
  Show all updates

  1. 1 April 2026

     Crisis and Resilience Funding has been added to list under the heading 'Local authorities'.

  2. 17 December 2021

     Updated the sections on 'Bogus callers', 'Alternative enquiry', and 'Should you disclose the information requested?'. This guidance is for DWP staff only.

  3. 18 April 2019

     Added updated guidance.

  4. 12 August 2015

     Replaced guide: section updated - 'Steps to take when deciding whether to disclose information' - part 3.

  5. 17 September 2014

     Updated information in guidance document about who to contact for further advice and support.

  6. 15 January 2014

     Published updated version of the guide including including new contact details the removal of certain sections of the no longer relevant.

  7. 1 June 2009

     First published.

Documents

Working with representatives: guidance for DWP staff

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Customers have the right to ask a representative to help them conduct their business with the Department for Work and Pensions (DWP). It is important that DWP balances this with our duty to protect the personal information we hold.