伊人直播

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 鈥業dentify Customer鈥� window
2. Having established the contact鈥檚 identity and HMRC reference

• Enter the customer reference, UTR or NINO, AO Reference or Employer Reference, in the appropriate field
• Select a 鈥楥ontact鈥� type from the available selection in the drop-down list
• Select a 鈥楥hannel鈥� type from the drop-down list. In this case it will be 鈥楶hone (outbound)鈥欌��
• Select the [OK] button

1. This will open the 鈥楢uthenticate鈥� 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 鈥楤ogus鈥� contact鈥� indicator. The window also includes a 鈥楥ontact鈥� 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 鈥楤ogus鈥� 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: 鈥淲arning: recent contact reported suspect/bogus鈥�. 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 鈥楳andatory鈥� Items, namely full name and address (this could be the customer鈥檚 Home, Office or Site address),

and,

• Three other items at least one of which must be 鈥楽ecure鈥�

It should be noted that if you choose to authenticate an address within the 鈥楢dditional鈥� panel this must be a different address to the 鈥榤andatory鈥� address. If the same address is used an error message 鈥楳andatory address and additional address authentication details should not be the same鈥� will appear in red at the top left of the window.

Also note that under the 鈥楢dditional items鈥� panel there is a 鈥渄rop down鈥� 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 鈥楶ass鈥� or 鈥楩ail鈥� 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.

听	CISR Reference	Taxpayer Type
听	CISR22030	Sole-trader
听	CISR22040	Limited company
听	CISR22050	Partnership
听	CISR22060	Unincorporated body (including a local authority)
听	CISR22070	Trust
听	CISR22080	Agent / appointee
听	CISR22090	Nominee / third party

• As you have elected 鈥榦utbound telephone鈥� from the 鈥榗hannel type鈥� it is possible to use the 鈥榃aive鈥� 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 鈥楤ogus鈥� indicator and obtaining answers to further 鈥楢dditional鈥� questions on the Authenticate Customer window.
2. Where further 鈥楢dditional鈥� questions are answered correctly:

• record them as a 鈥楶ass鈥� 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 鈥楢dditional鈥� questions are answered incorrectly: record them each as a 鈥橣ail鈥� and,

• Politely, but firmly, terminate the call. You might want to consider making contact by writing, instead.
• Select [Cancel] to end the contact.