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HMRC internal manual

Debt Management and Banking Manual

Customer contact and data security: telephone contact: customer is driving

On 1 March 2017 new rules in England, Scotland and Wales were announced by the Department for Transport to improve road safety.

Collectors must confirm that it is safe to continue with an inbound or outbound call where the customer is driving.

If, during the call, you discover that the customer is driving you should ask if they are using a hands-free device and that this is a safe and convenient time to discuss their tax matters. If it is:

  • safe to talk then the conversation can continue
  • not safe to talk, ask the customer to call back when they are safely parked with the engine switched off; for outbound calls, tell the customer that you will call back later and where possible reschedule.