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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Claims: capture (Q-Z): unauthorised access to a claim

Checklist

Before you follow this guidance, make sure

  • you have the correct user roles to follow this guidance
  • you are in the correct MU. Use TCM0322460 for the correct MU number.

Background

An error message will appear on screen if you attempt to access a claim that you do not have permission to access. These are sensitive cases and for security reasons are held in one nominated Management Unit (MU).

If you are presented with the following message

‘You are not authorised to access some of the data of this customer, please refer to the responsible MU’

  • you will be able to access some of the claims. If you are able to access the claim you need to work, you may continue processing.

If, to complete your action

  • you require access to the information held on the restricted part of the claim
    or
  • you are presented with the following message
    (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
    then
  • you must not continue processing or attempt to access any further details.

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

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

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

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

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Guidance

Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.

This guidance should be used if you get an error message telling you that you are denied access to a function because you are not authorised to access a claim or a work item on a work list for a customer.

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Step 1

If you receive the message ‘You are not authorised to access some of the data of this customer, please refer to the responsible MU’

If you receive the message (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • abandon the function you are using and do not attempt any further access
  • do not attempt to trace any further details or, if working from a work list, do not attempt to action the work item
  • go to Step 3.

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Step 2

If you are able to access the claim

  • continue with your action.

If you are not able to access the claim, go to Step 3.

Note: There will be more than one claim showing for the customer and you may not be able to access the data for the claim you need.

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Step 3

If you are dealing with a compliance enquiry, go to Step 4.

If you are dealing with a phone call, go to Step 5.

If you are dealing with a work item on a work list, go to Step 6.

If you are dealing with a piece of correspondence (letter, WAM referral, manual correspondence or RLS post), go to Step 7.

If you are dealing with an item from the Digital Mail Service (DMS)

  • print the correspondence from the scanned image
  • go to Step 7.

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Step 4

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

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000) Step 7(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

(This content has been withheld because of exemptions in the Freedom of Information Act 2000) (This content has been withheld because of exemptions in the Freedom of Information Act 2000) Step 7(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

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Step 5

Use Function VIEW OFFICE FOR APPLICANT

  • enter the customer’s NINO in the Key Data Entry screen
  • select [OK]

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

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • go to Step 7.

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

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000) (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • go to Step 7.

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Step 6

Use function VIEW OFFICE FOR APPLICANT

  • enter the customer’s NINO in the ‘Key Data Entry’ screen
  • select [OK]
  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
    then
  • contact the appropriate Management Unit (MU) before transferring the worklist item so that they can arrange retention
    and
  • use Function MAINTAIN WORKLIST to transfer the work item to the appropriate Management Unit. Use TCM0322460 for the correct MU number
    (This content has been withheld because of exemptions in the Freedom of Information Act 2000) (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • go to Step 7.

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Step 7

  • enter the following details on the TC669INTERNAL form
    • your name
    • your staff number
    • your location
    • the times and dates of attempted access
    • the NINO you have attempted to access
    • full explanation for the attempted access
      (This content has been withheld because of exemptions in the Freedom of Information Act 2000) (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
      (This content has been withheld because of exemptions in the Freedom of Information Act 2000) (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
      then
  • go to Step 8.

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Step 8

If you are dealing with a compliance enquiry, go to Step 9.

If you are dealing with a phone call or a work item on a work list

  • place the form TC669INTERNAL in a sealed orange TNT envelope
  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • take the envelope immediately to the mail point or mail room
    Note: You must take the envelope directly to the mail point or mail room. Do not put it in a tray for collection.
  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000) (This content has been withheld because of exemptions in the Freedom of Information Act 2000) (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • take no further action.

If you are dealing with a piece of correspondence, go to Step 9.

If you are dealing with a printed item from the Digital Mail Service (DMS), go to Step 9.

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Step 9

Place all case papers and correspondence that you are holding in a sealed orange TNT envelope together with the form TC669INTERNAL

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • take the envelope immediately to the mail point or mail room
    Note: You must take the envelope directly to the mail point or mail room. Do not put it in a tray for collection.
  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000) (This content has been withheld because of exemptions in the Freedom of Information Act 2000) (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
    (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • take no further action.