Customer contact and data security: contact with third parties: how to handle calls from third parties: call from one tax credit claimant on joint record
Most of the time when you receive a call from one Tax Credit claimant in regards to a joint debt, as the record is shared and active, it is ok to discuss tax affairs of each party.
However in Household breakdown cases each claimant is only liable for 50% of the debt and although both the NTC record and the IDMS record will show the debt as joint, you must be careful not to disclose any information about the other claimant when one calls as they are not entitled to this information now the household has ceased.
If the caller asks about their ex-partner you should explain to the caller that you can discuss their element of the debt but you are not at liberty to disclose any information about the other claimant’s debt, including
- if it has been paid
- if they are claiming hardship
- if there is a TTP set up and
- any of their designatory details.
For full guidance on Tax credit household breakdown cases see DMBM555400.