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HMRC internal manual

Debt Management and Banking Manual

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HM Revenue & Customs
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Customer contact: Outdoor calls: Reporting assaults and abuse

You should be able to reduce the risk of incident to a minimum provided that you (and, where appropriate, your manager) follow the general principles set out at DMBM511310 to DMBM511360 and DMBM511430.

However, a difficult situation may arise unexpectedly and you will need to manage it as best you can. To a great extent the same ‘calming’ principles set out at DMBM510420 apply equally to outdoor work.

Remember that you are not expected to tolerate threats or abusive behaviour let alone suffer actual assault.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000) HR V101(This content has been withheld because of exemptions in the Freedom of Information Act 2000) Your manager must carry out initial investigations and complete the report including any recommendation that a Potential Risk Notation (PRN) marking is placed on the customer’s record. Your line manager will then send the report to their Grade 7 for review and onward transmission to the National Service Point.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000) HR V101(This content has been withheld because of exemptions in the Freedom of Information Act 2000)