CISR22670 - Authenticate customer: authentication: authenticate customer or other representative during HMRC outbound call

CISR Reference Topic
CISR22000 Information contents

This action guide starts with a contact from HMRC by phone to a customer or other representative and ends at the point of either

  • Successful verification as to the identity of the person being called, or
  • Your decision that the person being called has not supplied sufficient information to enable you to determine that they are the contact concerned or are authorised to act on their behalf.

The same applies where a caller contacts HMRC and again you need to be sure that the caller is the person concerned or authorised to act on their behalf.

These steps must be carried out for all telephone contacts to ensure that the caller is who they say they are.

  1. Open the CIS system to obtain the 바카라 사이트業dentify Customer바카라 사이트� window
  2. Having established the contact바카라 사이트檚 identity and HMRC reference
  • Enter the customer reference, UTR or NINO, AO Reference or Employer Reference, in the appropriate field
  • Select a 바카라 사이트楥ontact바카라 사이트� type from the available selection in the drop-down list
  • Select a 바카라 사이트楥hannel바카라 사이트� type from the drop-down list. In this case it will be 바카라 사이트楶hone (outbound)바카라 사이트�바카라 사이트�
  • Select the [OK] button
  1. This will open the 바카라 사이트楢uthenticate바카라 사이트� window (described as Authenticate Individual, or Authenticate Partnership and so on, in accordance with the customer type).

You need to take particular care when this window includes a 바카라 사이트楤ogus바카라 사이트� contact바카라 사이트� indicator. The window also includes a 바카라 사이트楥ontact바카라 사이트� link that enables you to access the Contact History Summary window, which will include a record of all such contacts during the last 3 months.

If at anytime you become suspicious of the contact identity you should record this by setting the 바카라 사이트楤ogus바카라 사이트� indicator. This will result in a warning message being displayed at the top of the Mandatory area when you open the Authentication Customer window as follows: 바카라 사이트淲arning: recent contact reported suspect/bogus바카라 사이트�. The message is there to draw your attention to any earlier attempts to breach customer confidentiality and to alert you to the possibility of a fresh attempt. You should proceed with extra care if you see it and be more vigilant by asking extra questions.

  • Where the contact is unable to answer questions/supply correct details about the subject of the call you should politely and firmly, terminate the call. Explain that for security reasons you need to ask a few questions to verify their identity.
  1. Invite the customer or their representative to supply answers to
  • Both 바카라 사이트楳andatory바카라 사이트� Items, namely full name and address (this could be the customer바카라 사이트檚 Home, Office or Site address),

and,

  • Three other items at least one of which must be 바카라 사이트楽ecure바카라 사이트�

It should be noted that if you choose to authenticate an address within the 바카라 사이트楢dditional바카라 사이트� panel this must be a different address to the 바카라 사이트榤andatory바카라 사이트� address. If the same address is used an error message 바카라 사이트楳andatory address and additional address authentication details should not be the same바카라 사이트� will appear in red at the top left of the window.

Also note that under the 바카라 사이트楢dditional items바카라 사이트� panel there is a 바카라 사이트渄rop down바카라 사이트� menu relating to the contact telephone number. The full titles in the drop down menu will not be fully visible to the user in CIS but are:

  • CIS Daytime Communication number
  • CIS Evening Communication number
  • CIS Mobile Communication number

Record the answers given using the 바카라 사이트楶ass바카라 사이트� or 바카라 사이트楩ail바카라 사이트� radio buttons. Completion of the appropriate window is self-explanatory though you may wish to remind yourself of the items specific to each customer type using the following links.

聽 CISR Reference Taxpayer Type
聽 CISR22030 Sole-trader
聽 CISR22040 Limited company
聽 CISR22050 Partnership
聽 CISR22060 Unincorporated body (including a local authority)
聽 CISR22070 Trust
聽 CISR22080 Agent / appointee
聽 CISR22090 Nominee / third party
  • As you have elected 바카라 사이트榦utbound telephone바카라 사이트� from the 바카라 사이트榗hannel type바카라 사이트� it is possible to use the 바카라 사이트榃aive바카라 사이트� facility. This is acceptable providing you have phoned a number that was already stored on our system for that customer, and you have asked pertinent questions to ensure you are happy with the identity. If this is the case you should select the waive button which will open the CIS Main Menu.

OR

  1. If, during the call, you become suspicious of the contact identity you should record this by selecting the 바카라 사이트楤ogus바카라 사이트� indicator and obtaining answers to further 바카라 사이트楢dditional바카라 사이트� questions on the Authenticate Customer window.
  2. Where further 바카라 사이트楢dditional바카라 사이트� questions are answered correctly:
  • record them as a 바카라 사이트楶ass바카라 사이트� and,
  • move on to deal with the purpose of the call by selecting the [OK] button.

With successful authentication the process ends with you moving to the CIS Main Menu to select the customer record and task that you wish to perform.

  1. Where any 바카라 사이트楢dditional바카라 사이트� questions are answered incorrectly: record them each as a 바카라 사이트橣ail바카라 사이트� and,
  • Politely, but firmly, terminate the call. You might want to consider making contact by writing, instead.
  • Select [Cancel] to end the contact.