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HMRC internal manual

Debt Management and Banking Manual

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

Collectors may use their discretion in confirming that it is safe to continue with an inbound or outbound call where the customer is confirmed to be driving.

Inbound calls

If, during an inbound call, you discover that the caller is driving you should ask if the customer is using a hands-free device and if it is convenient to talk; if not, ask the customer to call back when they are in a safe and stationary position. Remember the customer has made a choice to make this phone call whilst driving so if you have attempted to confirm that it is convenient and safe then the conversation can continue.

Outbound calls

If, when making an outbound call, you discover that the customer is driving, you should check with them that they are using a hands-free device and that this is a safe and convenient time to discuss their tax matters; if not, tell the customer that you will call back later and where possible reschedule.