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HMRC internal manual

Debt Management and Banking Manual

Debt and return pursuit: CIS: Record contact

You may need to use the Record Contact function on CISR to

  • record a contact you made with a customer
  • make a note on the CISR system that you would like others to see or
  • make a note on an action you have taken for an audit trail.

To use the Record Contact function on CISR you will need to have one of the following roles

  • CISR Pursuit Office or
  • CISR Pursuit Manager.

There are several ways you can access the Record Contact function depending on whether you are dealing with a customer, agent, capacitor, third party or simply making an internal enquiry.

If you have spoken to a customer, agent, capacitor or third party you will have first had to authenticate the contact successfully or determined that you could waiver authentification, you will then arrive at the CIS Main Menu window.

Important - Remember you should follow and satisfy all current data security requirements before disclosing any taxpayer information.

From the CIS Main Menu window

  • select ‘Record Contact’.

You will see the Record Contact window.

If not already pre-populated you should

  • complete the ‘Contact Direction’, ‘Enquiry Date’ and ‘Subject’.

You will now need to complete the ‘Action Taken’ and if necessary the ‘General Notes’ boxes. More information on what information needs to be shown in these boxes can be seen below.

Action Taken - you should describe the business activity that was taken. You cannot enter more than 100 characters in this area. The operators PID should be entered alongside any entries made as CIS will record only the date and time of any entries.

General Notes. This field is optional and can hold up to 512 characters. All entries should be clear and concise and the details should be compliant with the Data Protection Act/Freedom of Information Act. You should also, try to avoid using abbreviations and acronyms to be sure others can understand your note. Any notes entered here will be visible within Contact History on selection of the appropriate ‘subject’ details. Again the operators PID should be entered alongside any entries made as CIS will record only the date and time of any entries. It is important to note that once an entry has been ‘saved’ onto the system it will not be possible to subsequently edit or delete it.

Once you have completed your note you should

  • select the ‘OK’ button.

You will now be returned to the CIS Main Menu.

If you want to view your note or any other notes you should

  • select the ‘contact’ tab at the top right side of the CIS Main Menu screen and
  • select one of the entries to view the note.