TCM0138140 - Miscellaneous (P to V): Visual impairment (AG)

To deal with a request from a visually impaired customer for correspondence to be sent in a different format, consider steps 1 to 9.

Step 1

If

  • the Special Needs signal no longer needs to be set or has been set in error, go to Step 3.
  • the Special Needs signal is set and you바카라 사이트™re issuing a manual form to the customer, go to Step 7.
  • a request is received for all correspondence be issued in a different format or you바카라 사이트™ve amended the customer바카라 사이트™s address when the Special Needs signal is set
     
    • check you have the following information
       
    • NINO
    • name
    • address
    • phone number (if applicable)
    • the format that the customer has requested (Braille, large print, audiotape, CD-ROM or floppy disk)

then

  • If you don바카라 사이트™t have all the relevant information, go to Step 2.
  • If you have all the relevant information, go to Step 3.

Note: If the Special Needs signal is set at 바카라 사이트˜Braille바카라 사이트™, 바카라 사이트˜Audio바카라 사이트™ or 바카라 사이트˜Large Print바카라 사이트™ and the customer notifies you of a change of address, notify the Visually Impaired Media Unit (VIMU) of the change, otherwise correspondence will be sent to the previous address.

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Step 2

Phone the customer for the missing information you need. Follow the guidance in TCM0094080.

  • If you바카라 사이트™re able to contact the customer by phone and obtain all the missing information, go to Step 3.
  • If you바카라 사이트™re unable to contact the customer by phone
    • send form TC664 to the customer for the missing information, then go to Step 8.
    • where you can바카라 사이트™t obtain the missing information after following the normal reminder cycle, go to Step 8.

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Step 3

Use Function AMEND APPLICATION selecting the correction option

  • enter the NINO in the Key Entry Data screen
  • select the 바카라 사이트˜All바카라 사이트™ checkbox
  • select [OK]

Note: If the Select Application screen is displayed, select the claims affected by this change.

  • If the claim is pre-award, go to Step 4.
  • If the claim is post award and the Special Needs signal 
     
  • doesn바카라 사이트™t display, go to Step 5.
  • displays, go to Step 5.
     
  • If the claim is 바카라 사이트˜Withdrawn바카라 사이트™ or 바카라 사이트™Rejected바카라 사이트™, send any correspondence to storage. Follow the guidance in TCM0074140.

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Step 4

If the claim is pre-award, the following message will display

바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹바카라 사이트˜Details must be recorded on the Free Format screen. Do you wish to proceed?바카라 사이트™

  • select [Yes]
  • enter the reason for the change in the Free Format screen - for example, 바카라 사이트˜Customer requests all correspondence be sent in Braille바카라 사이트™

    Note: The changes will be stored on the Free Format screen. Once the claim has been awarded, this will create an entry on the 바카라 사이트˜Unprocessed Change of Circumstances바카라 사이트™ work list.
     
  • go to Step 8.

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Step 5

In the Applicant Details screen

  • select 바카라 사이트˜Household바카라 사이트™ on the toolbar menu
  • select 바카라 사이트˜Details바카라 사이트™ from the drop down menu. The 바카라 사이트˜Household Details바카라 사이트™ box will display
    바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹
    • If setting or changing the Special Needs signal
    • select either 바카라 사이트˜Braille바카라 사이트™, 바카라 사이트˜Audio바카라 사이트™ or 바카라 사이트˜Large Print바카라 사이트™ from the drop-down menu
    • If removing the Special Needs signal
    • 바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹select the 바카라 사이트˜Blank바카라 사이트™ field from the drop-down menu

바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹Note: If the customer has requested floppy disk or CD-ROM, select 바카라 사이트˜Audio바카라 사이트™ from the Special Needs drop-down menu as there are no options available for these. When you notify VIMU of the request, inform VIMU of the required format requested by the customer.

  • select [OK]. You바카라 사이트™ll be taken to the Amend Finish screen
  • go to Step 6.

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Step 6

On the Amend Finish screen

  • enter the date the notification of the change was received
  • enter the source of the change - for example, phone or paper
  • enter the reason for the change
    select [OK]. The computer will now automatically accept the change of circumstances and will apply the change at the effective date

Note: The changes you have made in this function won바카라 사이트™t be applied until you complete the Amend Finish screen.

  • 바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹If the message 바카라 사이트˜S18 Refinalisation Rules - Potential inappropriate refinalisation for CCYY-CCYY. If you have the authority to re-finalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel바카라 사이트™ displays
  • 바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹the changes you are making will re-finalise the claim, follow the guidance in TCM0042260 before making any changes

then, if you can make the change

  • select [OK] on the message
  • go to Step 7.
     
  • If the message 바카라 사이트˜S18 Refinalisation Rules - Actual Income for CCYY-CCYY is required. This change will not be accepted바카라 사이트™ displays
  • 바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹you won바카라 사이트™t be able to make the change because the PY actual income is required, follow the guidance in TCM0042260 before making any changes

then, if you can make the change

  • select [OK] on the message
  • go to Step 7.
  • If the message 바카라 사이트˜S18 Refinalisation Rules - You do not have the authority to re-finalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team바카라 사이트™ displays
  • the changes you바카라 사이트™re making will re-finalise the claim
  • select [Cancel]. You바카라 사이트™ll be taken to the Amend Application Details screen
  • select [Cancel]
  • when the message 바카라 사이트˜All changes to the application will be lost for this session, do you wish to proceed?바카라 사이트™ displays, select [Yes]
  • pass the case to a Level 2 User or your manager. For more information, use 바카라 사이트˜Level 1 and Level 2 users바카라 사이트™ on TCM0320260
  • take no further action.
  • 바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹If none of the messages display, go to Step 7.

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Step 7

If

  • you바카라 사이트™re notifying VIMU of a change of address or a customer바카라 사이트™s requested format for future correspondence, enter the information you obtained at Step 1 onto the Visually Impaired Media Unit request form (Word 42KB)
  • you바카라 사이트™ve identified that a manual notice is required in Braille, large print, audiotape, CD-ROM or floppy disk, complete the manual notice and form TC648

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


바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹Note: VIMU don바카라 사이트™t have access to tax credits computer records and need all details fully completed on the request form (in particular, the 바카라 사이트˜Requesting Officer바카라 사이트™ and 바카라 사이트˜Customers바카라 사이트™ details). 

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Step 8

Use Function MAINTAIN HOUSEHOLD NOTES and select the 바카라 사이트˜General' category to record any of the following messages that apply.

If you바카라 사이트™ve come from

  • Step 2

    바카라 사이트˜NC83 - COC corre re (details), further info needed. UTC X 2. Letter (details) issued to (details). BF (DD/MM/YY). Corre rec (DD/MM/YY) from (source)바카라 사이트™
     
  • Step 7

    바카라 사이트˜NC78 - All correspondence to be issued in (*BRAILLE, *LARGE PRINT, *AUDIO, *FLOPPY DISK or *CD-ROM *delete as appropriate)바카라 사이트™

    바카라 사이트˜NC79 - Visually Impaired Media Unit notified of customer바카라 사이트™s change of address바카라 사이트™

    or

    바카라 사이트˜NC86 - Form TCXXX issued to Visually Impaired Media Unit for conversion. COC corre re(details), further info needed(details). BF(DD/MM/YY)바카라 사이트™

    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.

    then
    바카라 사이트‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹â¿’‹
  • go to Step 9.

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Step 9

Send the correspondence to storage. Follow the guidance in TCM0074140.