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Official guidance
Debt Management and Banking Manual

DMBM510000 · Customer contact and data security

  • DMBM510100 · Introduction
  • DMBM510200 · Confidentiality
  • DMBM510300 · Telephone contact
  • DMBM511300 · Safety
  • DMBM511400 · Customer contact: Outdoor calls
  • DMBM511600 · Contact with third parties
  • DMBM512600 · Emails and faxes
  • DMBM512700 · Letters
  • DMBM512750 · Obscure responses from customers
  • DMBM512800 · Compulsory verification checks
  • DMBM513120 · Legislation and policy
  • DMBM513220 · Useful links
  • DMBM510900 · Telephone contact: customer is driving
  • DMBM510910 · Telephone contact: customer becomes unconscious or unresponsive
  • DMBM510920 · Telephone contact: situations where the customer may be unable to speak on the telephone with you
  • DMBM510930 · Telephone contact: calls outside office hours
  • DMBM510940 · Telephone contact: calls to and from other offices
  • DMBM510950 · Telephone contact: calls from third parties
  • DMBM510960 · Telephone contact: calls from voluntary organisations or CAB
  • DMBM510970 · Telephone contact: bogus callers
  • DMBM510980 · Telephone contact: noting the record after a telephone call
  • DMBM511000 · Phone contact: recording of phone calls for quality monitoring purposes
  • DMBM511100 · Telephone contact: terminating the call
  • DMBM511130 · Telephone contact: Field Force/ distraint using the phone whilst out on call
  • DMBM511190 · Telephone contact: customer wants to check we are calling from HMRC
  • DMBM511200 · Telephone contact: answering machines
  • DMBM511210 · Telephone contact: customer phones to change personal details
  • DMBM511220 · Telephone contact: the Bigword interpretation service for non-English speaking customers
  • DMBM511630 · Contact with third parties: how to handle calls from third parties: contents
  • DMBM511680 · Contact with third parties: outbound calls to third parties
  • DMBM511690 · Contact with third parties: outdoor calls: contents
  • DMBM511805 · Contact with third parties: Special circumstances and sensitive cases: Special circumstances: contents
  • DMBM511900 · Contact with third parties: agents and accountants: contents
  • DMBM511950 · Contact with third parties: Trustees and Personal Representatives: Contents
  • DMBM512000 · Contact with third parties: voluntary sector organisations: contents
  • DMBM512100 · Contact with third parties: disclosing information
  • DMBM512150 · Contact with third parties: receiving information - addresses/telephone numbers
  • DMBM512200 · Contact with third parties: getting authority: contents
  • DMBM512300 · Contact with third parties: company officers and representatives - wages clerks, cheque signatories, book keepers and so on
  • DMBM512400 · Contact with third parties: missing customers
  • DMBM512500 · Contact with third parties: third party acting as a translator
  • DMBM512910 · Compulsory verification checks: verification checks based on type of contact
  • DMBM512990 · Compulsory verification checks: what to do if caller fails verification checks
  • DMBM513010 · Compulsory verification checks: if in doubt
  • DMBM513020 · Compulsory verification checks: recording of verification checks
  • DMBM513100 · Compulsory verification checks: assurance of verification checks - managers and Quality Assurance (QA)
  • DMBM513110 · Compulsory verification checks: verification check helpcards
  • DMBM513115 · Compulsory verification checks: verification FAQs
  • DMBM513165 · Legislation and policy: Equality Act 2010
  • DMBM513180 · Legislation and policy: Commissioners for Revenue and Customs Act 2005
  • DMBM513190 · Legislation and policy: Civil Service Code
  • DMBM513200 · Legislation and policy: Personal Safety Code
  • DMBM513210 · Legislation and policy: Wellbeing, Health and Safety
  1. Customer contact and data security: contents
  2. Customer contact and data security: legislation and policy: Wellbeing, Health and Safety

DMBM513210 | Customer contact and data security: legislation and policy: Wellbeing, Health and Safety

From HM Revenue & Customs · Debt Management and Banking Manual

Some content of this manual is being considered for archiving. If there is content you use regularly, please email [email protected] to let us know as soon as possible.

We want everyone to enjoy working in a safe and healthy environment. We believe this is a key factor in increasing everyone's motivation, job satisfaction, performance and creativity.

We recognise and accept our responsibilities for the health and wellbeing of colleagues and those outside the organisation who may be affected by our operations, and we want to promote excellent health, safety and wellbeing for everyone.

Your wellbeing

Most adults spend a large part of their daily lives in the workplace, so employers can play a vital role in maintaining and promoting the physical and mental health of their employees. A growing number of organisations, including HMRC, are recognising the wellbeing of their people as a key issue at the heart of a motivated, engaged and productive workforce.

Health and safety

Occupational health and safety is about the effect of work on health. It plays a vital role in helping HMRC care for and understand the needs of our employees, enabling our business to reduce sickness absence levels and optimise staff performance and productivity.

Occupational health and safety is a vital component of HR policy, enabling us to understand and comply with Health and Safety legislation and to ensure workplace risks are effectively managed.

HMRC H&S Strategy has three main elements:

  • prevent work related ill health

  • minimise time lost through ill health

  • use the work environment to promote health and safety.

For full guidance see, About You > Your wellbeing, health and safety. Also see Customer contact and data security: Safety: Managers responsibility in DMBM511330.

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