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HMRC internal manual

Tax Credits Manual

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HM Revenue & Customs
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How to request calls to be burned to a CD

Caseworker actions

  • calls to be recorded and saved in the ‘Call retrieval’ sub folder in the appropriate case e-file using the appropriate naming convention
    • calls you have retrieved yourself should be named, Surname - NINO - date of call e.g. Smith AA123456B ddmmyy. Note: If more than one call on the same day include the number of the call starting with the earliest call first
    • with calls that have been received by IRCC you should leave these with the same naming convention as received.
  • agree who will burn the calls on CD. Only officers who have Nero burning licences are authorised to burn calls to CD
  • complete the (This content has been withheld because of exemptions in the Freedom of Information Act 2000) form listing all calls to be downloaded and enter the total number of calls to be burned in the ‘total number of calls requested’ box. Note: you must name the calls with the same naming convention as the call has been saved
  • the route to where the calls are saved should be copy and pasted to the ‘location’ column on the authorisation request form. Note: some naming conventions of calls retrieved by the contact centre may not contain the date of the call
  • for these calls you will also need to request authority to save the relevant (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  stencil by including the title of the saved stencil and link to the subfolder it is saved in, on the list of items to be burned to disc.
  • send the completed form by email to the relevant Manager for authorisation (The manager must be at least of grade HO or above)
  • the authorising manager will email the authority directly to the agreed Officer burning the call (their initials will be on the authorisation form), who can proceed to act on the authority. The case owner will be copied into the email, so they will be aware of the authorisation. The authorising manager will also hand 2 signed paper copies of the authorisation to the named Nero Officer who burned the call or calls.

Nero Officer Actions 

  • 2 CD’s will be burned:
    • the master copy - This will be placed in a Tamperproof Evidence Bag (TEB) and labelled as an exhibit
    • working copy - This copy can be given to the DWP Officer at the IUC stage
  • the discs will be password protected
  • the Nero Officer will email the case owner to confirm the calls have been burned to CD. The email will include the password that has been allocated to the encrypted discs.
    Note: Only when the DWP Officer has confirmed they have received the discs should the password be e-mailed to DWP.

Handing over the discs

  • The Nero Officer will hand the 2 discs back to the case owner along with
    • the witness statement covering the production of the disc. Copies of these documents will also be saved by the Nero Officer into the case owner’s e-file
    • the exhibit label for the master copy CD. Copies of these documents will also be saved by the Nero Officer into the case owner’s e-file
    • a copy of the control sheet or sheets listing the items burned to each CD. Copies of these documents will also be saved by the Nero Officer into the case owner’s e-file
    • a photocopy of the Tamperproof bag containing the master copy CD
    • the signed (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  form.
      Note: for some offices the authorising manager may not be on site to sign the form. In these cases they will have e-mailed the officer with the authorisation and a copy of the e-mail will be attached to the form. Follow procedure as per local agreement
  • the Nero Officer will ask the case owner to countersign 2 copies of the authorisation form to confirm receipt of the discs
  • one authorisation form will be left with the caseworker for their case file and the other copy will be stored in the team’s establishment file.