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HMRC internal manual

Tax Credits Manual

Specialist areas - Post Office card account: Post Office card account - POca action guide

Checklist

Before you follow this guidance, make sure

  • you can make any changes. Follow the guidance in TCM0042260
  • you have the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu
  • you are in the correct MU. Use TCM0322460 for the correct MU number

Background

These are the systems you will need to access

  • POca Control worklist
  • POca standardised messages
  • Child Benefit updating system (CBUS)
  • Child Benefit on line (CBOL)
    Note: Child Benefit computer systems will be replaced by HMRC IT systems.
  • The NTC system
  • Outlook Emails
  • ADD DWP system

Note: The work list is updated about 8:30am daily and must be worked in the following priority order

  • ‘New’
  • ‘Fail’
  • ‘Open’

Note: Open refers to BF’s and cases saved ready to be archived.

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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.

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Step 1

Note: No amendments should be made on withdrawn or rejected tax credit claims.

If you are dealing with a POca worklist item, go to Step 3.

If you are dealing with correspondence regarding a POca, go to Step 31.

If you are dealing with an expired BF where you have attempted to contact the customer for information to complete a new PAD, go to Step 23.

If none of the above, go to Step 2.

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Step 2

Note: If a warning message is displayed take a screen print of the message and phone the IT Service Centre (This content has been withheld because of exemptions in the Freedom of Information Act 2000) before taking any further action.

Access the POca Control Panel to check the status of the POca request. For how to do this, use TCM1000290

If the POca request has been accepted, go to Step 4.

If the POca request has been rejected

  • note the rejection code on the work list
  • go to Step 20.

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Step 3

If the work list entry is ‘New’, go to Step 4.

If the work list entry is ‘Fail’, go to Step 20.

If the work list entry is ‘Open’, go to Step 39.

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Step 4

Consider the type of claim.

If the claim is for CBO only, go to Step 5.

If the claim is for TCO only, go to Step 12.

If the claim is for both CBO and TCO, go to Step 12.

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Step 5

Check Child Benefit Online (CBOL) to determine if the Child Benefit new claim marker has been set. For how to do this, use TCM1000266.

If the Child Benefit new claim marker has been set, go to Step 6.

If the Child Benefit new claim marker has not been set, go to Step 7.

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Step 6

  • update Pad Notes with the message PF07 from TCM0168020. For how to do this, use TCM1000080
  • send the POca details to the Child Benefit Office. For how to do this, use TCM1000270
  • go to Step 11.

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Step 7

Check if the Child Benefit correspondence is open or closed. For how to do this, use TCM1000269.

If the Child Benefit correspondence is open, go to Step 8.

If the Child Benefit correspondence is closed, go to Step 10.

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Step 8

Check if the Child Benefit Renewal Inhibited signal is set. For how to do this, use TCM1000269

If the Renewal Inhibited signal is set, go to Step 9.

If the Renewal Inhibited signal is not set, go to Step 19.

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Step 9

  • update PAD Notes with message PF39 & PF12 from TCM0168020. For how to do this, use TCM1000080
  • access the POca Control Panel to archive the work list entry. For how to do this, use TCM1000290
  • take no further action.

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Step 10

  • update the customer’s details using the CBUS schedules. For how to do this, use TCM1000271
  • update Retained Household Notes with the message PF11 from TCM0168020. For how to do this, use TCM1000001
    Note: You only need to update Household Notes on the tax credits computer if you are also updating a tax credit claim. However, do not update Household Notes on withdrawn or rejected claims.
  • update PAD notes with the message PF11 from TCM0168020.
  • go to Step 11.

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Step 11

Note: No amendments should be made on withdrawn or rejected tax credit claims.

  • update PAD Notes with the message PF12 from TCM0168020. For how to do this, use TCM1000080
  • access the POca Control Panel to archive the work list entry. For how to do this, use TCM1000290
  • take no further action.

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Step 12

Note: No amendments should be made on withdrawn or rejected tax credit claims.

Check the tax credit award status. For how to do this, use TCM1000101

If the award status shows the tax credit claim has been withdrawn or rejected and there is a Child Benefit claim,go to Step 5.

If the award status shows the tax credit claim has been withdrawn or rejected and there is no Child Benefit claim

  • update PAD Notes with the message PF12 and PF47 from TCM0168020. For how to do this, use TCM1000080
    Note: Do not update Household Notes on the tax credits computer.
  • access the POca Control Panel to archive the work list entry. For how to do this, use TCM1000290
  • take no further action.

If the award status shows the tax credit claim has not been withdrawn or rejected, go to Step 13.

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Step 13

Check Household Notes for Compliance activity. For how to do this, use TCM1000067.

If there is a compliance message, go to Step 14.

If there is no compliance message, go to Step 16.

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Step 14

Check the compliance message. Follow the guidance in TCM0134420.

If the compliance note indicates that the claim can not be worked and there is no Child Benefit claim

  • update Household Notes with the message PF45 from TCM0168020. For how to do this, use TCM1000001
    Note: No amendments should be made on withdrawn or rejected tax credit claims.
  • Update PAD Notes with message PF45 from TCM0168020. for how to do this, use TCM1000080
  • go to Step 11.

If the compliance note indicates that the claim can not be worked and there is a Child Benefit claim

  • update Household Notes with the message PF45 from TCM0168020. For how to do this, use TCM1000001
    Note: No amendments should be made on withdrawn or rejected tax credit claims.
  • update PAD Notes with message PF45 from TCM0168020. for how to do this, use TCM1000001
  • go to Step 5.

If the compliance note indicates that the claim can be worked,go to Step 16.

If the compliance note is unclear whether the claim can be worked, go to Step 15.

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Step 15

Phone the Compliance Officer. Follow the guidance in TCM1000022.

If the Compliance Officer tells you to stop working the claim

  • update the Household Notes with the message PF45 from TCM0168020. For how to do this, use TCM1000001
    Note: No amendments should be made on withdrawn or rejected tax credit claims.
  • update PAD Notes with message PF45 from TCM0168020. for how to do this, use TCM1000080
  • go to Step 11.

If the compliance note indicates that the claim can not be worked and there is a Child Benefit claim

  • update Household Notes with the message PF45 from TCM0168020. For how to do this, use TCM1000001
    Note: No amendments should be made on withdrawn or rejected tax credit claims.
  • update PAD Notes with message PF45 from TCM0168020. for how to do this, use TCM1000080
  • go to Step 5.

If the Compliance Officer tells you that you can continue working the claim, go to Step 16.

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Step 16

Update the tax credits computer with the new POca account details. For how to do this, use TCM1000267

If the claim is Pre Award

  • update ‘Application Notes’ field with the message PF09 or PF36 from TCM0168020. For how to do this, use TCM1000028
  • select ‘OK’
  • go to Step 17.

If the claim is Post Award

  • complete the ‘Amend Finish’ screen. For how to do this, use TCM1000032
    Note: The tax credits computer will only be updated with the new POca account details when you have completed the ‘Amend Finish’ screen.
    Note: When completing the ‘Amend Finish’ screen, select ‘Worklist’ for the source and ‘Change of Circumstances’ for the reason.
  • update Retained Household Notes with the message PF09 or PF36 from TCM0168020. For how to do this, use TCM1000001.
  • update PAD Notes with the message PF09 or PF36 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 18.

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Step 17

If either of the following messages display

‘The information captured is incomplete. This application will be rejected’
or
‘The information captured indicates that the application maybe ineligible. This application maybe rejected’

  • select ‘Store’
  • update PAD Notes with the message PF09 or PF36 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 18.

If no messages display

  • update PAD Notes with the message PF09 or PF36 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 18.

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Step 18

If the claim is for TCO only, go to Step 11.

If the claim is for both TCO and CBO, go to Step 5.

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Step 19

  • update the customer’s details using the CBUS case details screens. For how to do this, use TCM1000272
  • update Retained Household Notes with the message PF10 from TCM0168020. For how to do this, use TCM1000001
    Note: You only need to update Household Notes on the tax credits computer if you are also updating a tax credit claim. However, do not update Household Notes on withdrawn or rejected claims.
  • update PAD Notes with the message PF10 or PF11 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11.

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Step 20

Check if the ‘Fail’ is for CBO only

If the ‘Fail’ is for CBO only, go to Step 6.

If the ‘Fail’ is for TCO only, go to Step 21.

If the ‘Fail’ is for both CBO and TCO, go to Step 21.

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Step 21

‘Fails’ - Error Codes

If ‘001 Existing Account Details Identified’ rejection code applies, go to Step 45.

If ‘002 PAD details incorrect’ rejection code applies, go to Step 22.

If ‘003 Mandatory information missing on the PAD’ rejection code applies, go to Step 26.

If ‘004 Corrupted PAD record’ rejection code applies, go back to Step 27.

If ‘005 Previous account closed due to misuse’ rejection code applies, go to Step 26.

If ‘006 Business rules failure’ rejection code applies, go to Step 22.

If ‘007 PAD expired’ rejection code applies, go to Step 28.

If ‘008 Account inactivated’ rejection code applies, go to Step 28.

If ‘009 CBN used when not applicable’ rejection code applies, go to Step 26.

If ‘010 PAD closed’ rejection code applies, go to Step 26.

If ‘011 identified unactivated account’ rejection code applies, go to Step 26.

If ‘012 Postal address translation error’ rejection code applies, go to Step 30.

IF ‘013 Ineligible customer’ rejection code applies

  • continue with the existing method of payment
  • go to Step 26.

If ‘500 Error detected in data received from POL’ rejection code applies

  • inform your line manager if you receive this type of error code
  • go to Step 26.

If ‘999 Other’ rejection code applies

  • inform your line manager if you receive this type of error code
    Note: You will also receive a supplementary message from ‘POL’ explaining why the POca has been rejected.
  • go to Step 26.

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Step 22

If there is another worklist entry ‘Pending’

  • update PAD notes with the message PF40 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11

If there is not another worklist entry ‘Pending’

Check PAD details against the tax credits and ADD systems. For how to do this, use TCM1000014

If the error can be easily identified

  • check if the customer has an appointee. For how to do this, use TCM1000129
    Note: You will be asked for this information when you complete the PAD.
    Note: Refer any appointee case to your TALLO.
  • complete a new PAD. For how to do this, use TCM1000268
  • update Household Notes with the message PF44 or PF19 and PF04 from TCM0168020. For how to do this, use TCM1000001
  • update PAD Notes with the message PF44 or PF19 and PF04 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11.

If the error can not be easily identified, go to Step 23.

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Step 23

Phone the customer to obtain the information you need to complete a new PAD. Follow the guidance in TCM0094080.

If you are able to contact the customer by phone

  • check if the customer has an appointee. For how to do this, use TCM1000129
    Note: You will be asked for this information when you complete the PAD.
    Note: Refer any appointee case to your TALLO.
  • complete new PAD if appropriate. For how to do this, use TCM1000268
  • update Household Notes with the message PF04, PF19, PF20 or PF26 from TCM0168020. For how to do this, use TCM1000001
  • update PAD Notes with the message PF04, PF19, PF20 or PF26 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11.

If you are not able to contact the customer by phone, go to Step 24.

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Step 24

If you are not able to contact the customer by phone at the first attempt

  • update Household Notes with the messages PF15 and/or PF34 from TCM0168020. For how to do this, use TCM1000001
  • update the PAD notes with the messages at PF15 and/or PF34 from TCM0168020. For how to do this, use TCM1000080
  • set a new action date on the POca worklist.
    Note: Your manager will inform you of the action date to set.
    Note: If you have difficulty contacting the customer at a certain time of the day, phone them at a different time of the day.
  • take no further action.

If you are not able to contact the customer by phone at the second attempt

  • update Household Notes with the messages PF35 from TCM0168020. For how to do this, use TCM1000001
  • update the PAD notes with the message PF35 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 25.

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Step 25

Does the claim includes Child Benefit

If the claim includes Child Benefit

  • ‘fail’ code worklist details should be sent to the Child Benefit Office. For how to do this, use TCM1000270
  • update Household Notes with message PF07 from TCM0168020. For how to do this, use TCM1000001
  • update PAD Notes with message PF07 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11.

If the claim does not include Child Benefit, go to Step 11.

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Step 26

Note: Inform your line manager if you receive this type of rejection code

  • update Household Notes with one of the following messages PF16, PF18, PF23, PF24, PF25, PF27, PF28 or PF29 from TCM0168020. For how to do this, use TCM1000001
  • update PAD Notes with one of the following messages PF16, PF18, PF23, PF24, PF25, PF27, PF28 or PF29 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 25.

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Step 27

If there is another worklist entry ‘Pending’

  • update PAD notes with the message PF40 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11

If there is not another worklist entry ‘Pending’

Check if the customer has an appointee. For how to do this, use TCM1000129

Note: You will be asked for this information when you complete the PAD.

Note: Refer any appointee cases to your TALLO.

  • complete the PAD. For how to do this, use TCM1000268
  • for ‘New’ cases update Household Notes and PAD Notes with the messages PF02 and PF04 from TCM0168020. For how to do this, use TCM1000001 and TCM1000080
  • for ‘Fail’ cases update Household Notes and PAD Notes with the message PF17 from TCM0168020. For how to do this, use TCM1000001 and TCM1000080
  • go to Step 11.

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Step 28

Check bank details are held on the tax credits computer. For how to do this, use TCM1000502

If bank details are held on the tax credits computer

  • continue with existing method of payment
  • update Household notes with messages PF21 and PF46 from TCM0168020. For how to do this, use TCM1000001
  • update PAD Notes with messages PF21 and PF46 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11.

If bank details are not held on the tax credit computer, go to Step 29.

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Step 29

If rejection code 008 applies as the customer has not activated their POca account

  • update Household Notes with the message PF22 from TCM0168020. For how to do this, use TCM1000001
  • Update PAD Notes with the message PF22 from TCM0168020. For how to do this, use TCM1000080
  • set a clerical BF for 12 months
  • take no further action.

If rejection code 008 does not apply, go to Step 23.

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Step 30

Check PAD details against the tax credits and ADD systems. For how to do this, use TCM1000014

If the error with the postal address can be easily identified

  • check if the customer has an appointee. For how to do this, use TCM1000129
    Note: You will be asked for this information when you complete the PAD.
    Note: Refer any appointee case to your TALLO.
  • complete a new PAD. For how to do this, use TCM1000268
  • update Household Notes with the messages PF26 and PF04 from TCM0168020. For how to do this, use TCM1000001
  • update PAD Notes with the messages PF26 and PF04 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11.

If the error with the postal address can not be easily identified, go to Step 23.

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Step 31

If you have received a letter or a request from a customer or another TCO area for a Post Office card account (POca)

  • update Household Notes with the message PF08 from TCM0168020. For how to do this, use TCM1000001
  • go to Step 32.

If you have received a POca consent letter and the customer has not provided their consent

  • update Household Notes with the message PF03 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

If you have received a consent reply slip from the customer to pass on third party details to and from ‘POL’, go to Step 46.

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Step 32

Check Household Notes to determine if there are any messages that indicate the customer has already been given a POca or has made an application for a POca. For how to do this, use TCM1000067.

If there are any messages that indicate the customer has already been given a POca or has made an application for a POca, go to Step 33.

If there are no messages to indicate the customer has already been given a POca or has made an application for a POca

  • send the POca consent letter MOPR2 to the customer
    Note: The POca consent letter must be sent to the customer requesting the POca as it will be their details that are sent to ‘POL’ if they provide their consent.
  • set an action date for 21 days in the future.
  • update Household Notes with the message PF01 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

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Step 33

If the message ‘PF01 is shown, go to Step 43.

If the message ‘PF03 is shown, go to Step 44.

If the message ‘PF02 is shown, go to Step 46.

If there are any messages relating to an existing POca already set up using a Personal Invitation Document (PID)

  • contact the customer. Follow the guidance in TCM0094080.
    • ask them to phone the Post Office Helpline (This content has been withheld because of exemptions in the Freedom of Information Act 2000) and clarify their existing POca account number
    • ask them to phone the Tax Credits Helpline on 0345 300 3900 and tell us their POca account number so that we can update our records
  • take no further action.

If any other circumstances apply, go to Step 34.

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Step 34

Contact the customer to verify if they already have a POca. Follow the guidance in TCM0094080.

If the customer cannot verify if they already have a POca

  • ask the customer to call the Post Office Helpline (This content has been withheld because of exemptions in the Freedom of Information Act 2000) to clarify their account number
  • update Household Notes with the message PF33 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

If the customer provides you with POca account number and confirms they want to receive their tax credits and/or Child Benefit into this account, go to Step 35.

If the customer confirms they already have a POca but they do not want their tax credits and/or Child Benefit paid into this account, go to Step 37.

If you not able to contact the customer, go to Step 38.

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Step 35

Update the tax credits computer with the new POca account details. For how to do this, use TCM1000267

If the claim is a Pre Award

  • update ‘Application Notes’ field with the message PF09 from TCM0168020. For how to do this, use TCM1000028
  • select ‘OK’
  • go to Step 36.

If the claim is a Post Award

  • complete the ‘Amend Finish’ screen. For how to do this, use TCM1000032
    Note: The tax credits computer will only be updated with the new POca account details when you have completed the ‘Amend Finish’ screen.
    Note: When completing the ‘Amend Finish’ screen, select ‘Worklist’ for the source and ‘Change of Circumstances’ for the reason.
  • update Retained Household Notes with the message PF09 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

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Step 36

If either of the following messages display

‘The information captured is incomplete. This application will be rejected’
or
‘The information captured indicates that the application maybe ineligible. This application maybe rejected’

  • select ‘Store’
  • update PAD Notes with the message PF09 from TCM0168020. For how to do this, use TCM1000080
  • take no further action.

If no messages display

  • update PAD Notes with the message PF09 from TCM0168020. For how to do this, use TCM1000080
  • take no further action.

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Step 37

  • update Household Notes with message PF46 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

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Step 38

  • update Household Notes with the message PF34 from TCM0168020. For how to do this, use TCM1000001
  • update the PAD notes if appropriate with the message and PF34 from TCM0168020. For how to do this, use TCM1000080
  • set an action date for 21 days in the future.
    Note: If you have difficulty contacting the customer at a certain time of the day, phone them at a different time of the day.
  • take no further action.

If you are not able to contact the customer by phone at the second attempt

  • update Household Notes with the messages PF35 from TCM0168020. For how to do this, use TCM1000001
  • update the PAD notes with the message PF35 from TCM0168020. For how to do this, use TCM1000080
  • take no further action.

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Step 39

Check Household Notes and PAD notes for details of previous action. For how to do this, use TCM1000067 and TCM1000080.

Check bank details are held on the tax credits computer and CBOL if appropriate. For how to do this, use TCM1000502 and TCM1000071.

If bank details are held on the tax credits computer and CBOL where appropriate

  • continue with existing method of payment
  • update Household Notes with the message PF37 and/or PF38 from TCM0168020. For how to do this, use TCM1000001
  • update the PAD notes with the message PF37 and/or PF38 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11.

If bank details are not held on the tax credits computer or CBOL (where appropriate), go to Step 40.

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Step 40

Phone the customer to check whether they still want to be paid into a POca. Follow the guidance in TCM0094080.

If you are able to contact the customer, go to Step 41.

If you are not able to contact the customer by phone, go to Step 24.

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Step 41

If the customer wants their payments made into a POca

  • check on the tax credits computer to determine if they have an appointee. For how to do this, use TCM1000129
    Note: You will be asked for this information when you complete the PAD.
    Note: Refer any appointee cases to your TALLO.
  • complete a new PAD. For how to do this, use TCM1000268
  • update Household Notes with message PF04 from TCM0168020. For how to do this, use TCM1000001
  • update PAD Notes with message PF04 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11.

If the customer does not want their payments made into a POca, but paid by BACS, go to Step 42.

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Step 42

Check bank details are held on the tax credits computer. For how to do this, use TCM1000502.

If bank details are not held on the tax credits computer, go to Step 16.

If bank details are held on the tax credits computer

  • continue with existing method of payment into a Bank account
  • update Household Notes with message PF37 from TCM0168020. For how to do this, use TCM1000001
  • update PAD Notes with message PF37 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11.

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Step 43

Consider the action date.

If the action date has not yet expired

  • continue to wait for a reply
  • take no further action.

If the action date has expired and the customer has not replied to the reminder letter sent to them, go to Step 44.

If the action date has expired and the customer has not replied to the original consent letter

  • send a reminder POca consent letter MOPR2 to the customer
  • set a further action date for 21 days in the future. For how to do this, use TCM1000008
  • update Household Notes with the message PF05 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

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Step 44

If you have received a POca consent letter and the customer has not provided their consent

  • take no further action.

If the action date has expired and the customer has not replied to the reminder letter sent to them

  • update Household Notes with the message PF06 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

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Step 45

Check bank/POca details are held on the tax credit computer system. For how to do this, use TCM1000502

If bank/POca details are held on the tax credits computer

  • update Household Notes with the message PF14 from TCM0168020. For how to do this, use TCM1000001
  • update PAD Notes with the message PF14 from TCM0168020. For how to do this, use TCM1000080
  • go to Step 11.

If bank/POca details are not held on the tax credit computer

  • update Household Notes with the message PF14 from TCM0168020. For how to do this, use TCM1000001
  • update PAD Notes with the message PF14 from TCM0168020. For how to do this, use TCM1000080
  • set an action date for 21 days in the future
  • take no further action.

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Step 46

Check if the customer has an appointee. For how to do this, use TCM1000129

Note: You will be asked for this information when you complete the PAD.

Note: Refer any appointee cases to your TALLO.

  • complete the PAD. For how to do this, use TCM1000268
  • update Household Notes and PAD Notes with the messages PF02 and PF04 from TCM0168020. For how to do this, use TCM1000001 and TCM1000080
  • take no further action.