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TCM0068160 | Claims: capture (Q-Z): unauthorised access to a claim

From HM Revenue & Customs · Tax Credits Manual

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 of the data of this customer, please refer to the responsible MU’

  • you 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

  • you must not continue processing or attempt to access any further details.

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.

Step 1

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

or

'You are no longer authorised to work this entry. Please refer to the responsible MU'

If you receive the message ‘Access denied’

  • 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.

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.

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)

Step 4

go to Step 7.

Step 5

Use Function VIEW OFFICE FOR APPLICANT

  • enter the customer’s NINO in the Key Data Entry screen

  • select [OK]

Step 6

Use function VIEW OFFICE FOR APPLICANT

  • enter the customer’s NINO in the ‘Key Data Entry’ screen

  • select [OK]

  • use Function MAINTAIN WORKLIST to transfer the work item to the appropriate Management Unit. Use TCM0322460 for the correct MU number

  • go to Step 7.

Step 7

If you are dealing with a compliance enquiry,

  • open the email (by clicking on the email addres link), complete the information and send (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • access 'sent items' folder in Outlook

  • delete referral from 'sent items folder

  • access 'deleted items' folder in Outlook

  • delete referral from 'deleted items' folder

  • go to Step 8.

If you are dealing with a piece of correspondence,

  • open the email (by clicking on the email addres link), complete the information and send (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • access 'sent items' folder in Outlook

  • delete referral from 'sent items folder

  • access 'deleted items' folder in Outlook

  • delete referral from 'deleted items' folder

  • go to Step 8.

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

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

  • open the email (by clicking on the email addres link), complete the relevant information and send (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • access 'sent items' folder in Outlook

  • delete referral from 'sent items folder

  • access 'deleted items' folder in Outlook

  • delete referral from 'deleted items' folder

  • take no further action.

Step 8

Place all case papers and correspondence that you are holding in a sealed Pink Royal Mail Relay envelope. Follow guidance https://intranet.prod.dop.corp.hmrc.gov.uk/page/business-area/chief-finance-officer/estates/estates-services/i-want-send-mail-another-office

  • '

  • 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.

  • take no further action.

Step 9

  • open the email (by clicking on the email address link)

  • complete the relevant information and include the DMS Ref ID and the ENVA number

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

  • access 'sent items' folder in Outlook

  • delete referral from 'sent items folder

  • access 'deleted items' folder in Outlook

  • delete referral from 'deleted items' folder

  • leave the DMS item in your pending items to be deleted by Preston 11/12.

  • take no further action.