DMBM524080 | Debt and return pursuit: CIS: authenticate CIS customers

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When talking to taxpayers or their representatives it is important to ensure you are talking to authorised contacts.

This process is known as 'Authenticate'. It is important to complete the Authenticate process to ensure a contact history is created.

Authenticate - Security checks when contact is made with a contractor, subcontractor or representative

From the Identify Customer screen, you should:

• enter the required details in the mandatory fields on the Identify Customer window.

• select 'OK'.

The Authenticate window will appear, complete with the details to enable you to finish the process.

• Enter the required details in the mandatory fields on the Identify Customer window.

• select 'OK'.

The Authenticate window will appear complete with the details to enable you to complete the process.

You should:

• check details with the contact

• complete all the mandatory fields and select the 'Pass' or 'Fail' box

• complete another three checks including one 'Secure' item and select the 'Pass' or 'Fail' box.

Authentication process successful

If the authenticate process is successful you can continue with the call.

Authentication process incomplete / details incorrect

If you do not complete the above or the contact fails to give the correct details, you should:

• stop the call and do not discuss any information with the caller

• investigate further.