TCO Telephone Helpline Security System

H Laese made this Freedom of Information request to HM Revenue and Customs

Response to this request is long overdue. By law, under all circumstances, HM Revenue and Customs should have responded by now (details). You can complain by requesting an internal review.

From: H Laese

29 January 2010

Dear HM Revenue & Customs,

The standard security questions put to existing TCO customers using
its telephone Helpline are: NI number, name, address and date of
birth.

Several customers have reported recently being asked, during an
routine and ordinarily straightforward transaction, whether they
would answer additional security questions (including, for eg,
details of previous addresses) and to provide, in one case, an
'voice signature' to the information given.

1. On what basis would these customers have been selected for
further security questioning on this occasion?

2. Is the selection random or triggered by an VRA or other risk
analysis method?

3. Which risk analysis methods, if any, are employed by the TCO
during its telephone transactions?

Yours faithfully,

H G Laese

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From: Request, FOI (Security Cen Pol FOI )
HM Revenue and Customs

1 February 2010

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| |H G Laese |Tel 020 7147 0406 |
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| |By e-mail |Fax 020 7147 0666 |
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| |[FOI #28100 email] | |
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| | |www.hmrc.gov.uk |
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| | Date |1 February 2010 | |
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| |Our Ref |FOI 1112 /10 | |
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Freedom of Information Act 2000

Thank you for your le-mail of 29 January 2010 regarding Tax Credit Office
telephone security questions. Your request was received at HMRC on 29
January 2010 and I am dealing with your request under the terms of the
Freedom of Information Act 2000.

HMRC will provide information in response to a request free of
charge. However, HMRC may ask you to pay our costs where there is lot of
information involved, for example replies in excess of 250 sheets of
photocopying. Whenever we contemplate charging we will provide full
details of the charges and payment will be required before we send the
response.

If you have any queries about this letter, please contact me. Please
remember to quote the reference number above in any future communications.

Yours faithfully

Tony High

Freedom of Information Act Team

The information in this e-mail and any attachments is confidential and may
be subject to legal professional privilege. Unless you are the intended
recipient or his/her representative you are not authorised to, and must
not, read, copy, distribute, use or retain this message or any part of it.
If you are not the intended recipient, please notify the sender
immediately.

HM Revenue & Customs computer systems will be monitored and communications
carried on them recorded, to secure the effective operation of the system
and for lawful purposes.

The Commissioners for HM Revenue and Customs are not liable for any
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This e-mail may have been intercepted and its information altered.

show quoted sections

Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

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From: H Laese

5 February 2010

Dear HM Revenue & Customs,

For clarification, I should perhaps add the 'ordinarily
straightforward' transaction in question was, in each case, that of
providing a figure for self-employed income following the annual
Tax Return, and that other customers completed the transaction
without any extra questioning.

Yours faithfully,

H Laese

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From: H Laese

2 March 2010

Dear Request, FOI (Security Cen Pol FOI ),

I am still awaiting a response to my FOI request of 29 January 2010
- which I had expected to receive by 26 Feb 2010 - and am writing
to inquire as to when one may be forthcoming.

Yours sincerely,

H Laese

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