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HMRC internal manual

COTAX Manual

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HM Revenue & Customs
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Background: features of COTAX: CT Business Help Desk

The CT Business Help Desk is there to help you with problems you come across when you’re using COTAX.

Where you find you do not know how to work a case, you should first look in the COTAX Manual (COM) where there are information pages and action guides to lead you through most situations. In CT Operations, there are also Standard Work Instructions (SWIs) you can use.

If you can’t find any guidance to help in your situation, you can contact the CT Business Help Desk (This content has been withheld because of exemptions in the Freedom of Information Act 2000) They will help you whenever possible and if necessary, refer your query to a business expert in the CT Process team in CTIS.

Problems to report to the CT Business Help Desk

Examples of the type of problem to report to the Help Desk are as follows.

  • COTAX does not give you the result you expect.
  • You can’t access a function or carry out a task when you think you should be able to.
  • You think data is missing from COTAX or the CT Online Service, or there is data that you don’t think should be there.

Problems to report to the IT Service Centre

There are some problems that the CT Business Help Desk can’t help you with. These are IT problems such as:

  • fatal errors
  • no access to COTAX when it has been allocated to you through SRS.

You should report these types of problem to the IT Service Centre (This content has been withheld because of exemptions in the Freedom of Information Act 2000) .

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Technical questions

If you have a tax technical question, the CT Business Help Desk can’t help you. Please check the ‘How to seek advice’ page on the CT Process intranet site and use the appropriate submission template.