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HMRC internal manual

Shared Workspace Business Manual

HM Revenue & Customs
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HMRC Business Authorising Officer: Review Request to Change Customer Member Role

HMRC Business Authorising Officers (BAOs) have overall responsibility for their Room.Only a BAO can approve a request to change a Customer Member’s Role in a Room.

A Customer Member cannot make a request to change their role. This must be made on theirbehalf by their Customer Nominated Contact (CNC).

When a CNC makes a request to change the role of a member of their organisation in a Room SW05640, an online request is sent to the BAO Activity Inbox of theBAOs with responsibility for that Room for approval.

A BAO of the Room must review the request SW04220, making checksof every field, before deciding whether or not to approve the request.

Changing a Customer Member’s role requires extreme care and total understanding ofthe effects the change of role will have to avoid the Customer Member accessinginformation they are not authorised to view.

If the BAO is in any way uncertain about the request they must not change the CustomerMember’s role until they have made further enquiries with the CNC to clarify therequest from which to make an informed decision.

Approving a request

Where the BAO approves a request, the service automatically assigns the new role to theCustomer Member.

Rejecting a request

Where a request cannot be approved, the BAO must reject the request andmake an appropriate note of their reason in the required field when prompted.

The service sends an email to the CNC, who made the request, to notify them of therejection and the reason.

A similar email is sent to all other BAOs of the Room to inform them that the request hasbeen rejected together with the reason. This is done to ensure that all BAOs of the roomare made aware of the position should a further request be made by the CNC to change therole of the same Customer Member.