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HMRC internal manual

Debt Management and Banking Manual

Customer contact and data security: legislation and policy: Equality Act 2010

The Equality Act 2010 makes it easier for people to understand their rights and responsibilities and for UK business to put equality law into practice. Failure to implement the Act can have grave repercussions for business.

The Equality Act 2010 is relevant to HMRC customers in two ways.

Firstly, it sets out a number of equality groups and what is meant by discrimination. HMRC must ensure it does not discriminate against customers.

Secondly, it requires public bodies (including HMRC) to have “due regard” for equality impacts when making policy or operational decisions (often called Equality Impact Assessment or “EQIA”).

HMRC wants to provide the best possible customer service to everyone, not just the minimum legal requirements. Our team listens to a wide range of extensive external stakeholder concerns around equality issues for HMRC customers and works within HMRC to deliver improvements to the delivery of customer service.

In our dealings with customers all staff should:

  • check and read customer notes
  • be aware of the facilities HMRC has available to offer our disabled customers; for example, the Visually Impaired Media Unit (VIMU) 
  • refer to the relevant Customer contact guidance available in the DMBM; for example:

  • have completed the mandatory “Just Ask e-learning” (customer focus disability awareness - code 012061) training.

Note: You can always refresh this training if it’s a while since you did it.

See information about the Equality Act (external link).