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HMRC internal manual

Debt Management and Banking Manual

Customer contact and data security: introduction: diversity and equality

Diversity & Equality and personal contact

Diversity is an important part of our culture and the department’s diversity strategy [which encompasses equal opportunities] impacts upon the way we deal with our customers. Aspects of diversity include:

  • being aware of the different cultures and people that exist in our customer base
  • not treating people less favourably because of obvious differences, for example age/race/gender
  • recognising our prejudices and then questioning them before we act or speak.

The guidance in this manual reflects the general principles of diversity and equality.

Specific guidance on this topic is also set out on the ‘About You’ ‘Diversity and equality’ pages on the intranet. For more details on the Equality Act 2010, see DMBM513165.