Mae hwn yn fersiwn HTML o atodiad i'r cais Rhyddid Gwybodaeth 'Customer Compliance Guidance'.

06 Post interview action 
Claimant attends the appointment 
Updating the Activity Resolution  
1.  Where the claimant attends the appointment, record details of the outcome 
of the appointment on the FRAIMS activity. 
2.  Ensure that the correct Resolution reason is selected for the outcome of 
the appointment as this will be used for MI purposes.   
3.  The following table shows how the selected Resolution input on the 
FRAIMS activity will be treated for MI purposes. 
Resolution MI 
Result 
Office Interview 
 
 Attended 
Effective 
  Further Interview Required 
Home Visit 
 
  Effective – Action Complete 
Effective 
  Effective – Action Incomplete 
  Ineffective – Visit N/A 
Office Interview  
 
  Failed to Attend C 
Ineffective 
Home Visit 
 
  Ineffective – Action Incomplete 
Ineffective 
Office Interview / Home Visit 
 
 Customer Cancelled 
Neutral 
 Not Required 
(Will not affect the FTA 
  Created in Error 
MI calculation) 
 
Recording details of the interview 
4.  Record a summary of the interview activity in the Activity ‘Description 
and/or ‘Comments’ field on FRAIMS.  As a minimum this must include: 
  the date of the interview, 
  an account of what was discussed, to include: 
   all allegations on the Fraud Referral Form (FRF), such as living 
together/working/other allegations denied or admitted  by the 
claimant; or if a high risk case details of the claimant’s 
circumstances and any changes to these reported, and 
  in all cases (including Risk Cases) a brief account of the full review 
undertaken of current circumstances.  
  details of the outcome of the interview, such as living 
together/working/other admitted/denied by claimant, no change to 
entitlement or maintenance declared from an earlier date, 
  the date of the change, 
  whether the claimant knew to report the change, 
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  reasons why the claimant provided incorrect information at the outset or 
failed to report the change in circumstances, 
  admittance from the claimant that they knowingly gave false information 
or knowingly failed to declare a change of circumstances, 
 potential overpayment and recovery process, including an agreement to 
repay any overpayment regardless of the amount, unless the 
overpayment is wholly an official error, 
  any potential underpayment and re-assessment, 
  warning of future conduct regarding non-compliance including the 
possibility of the imposition of a Civil Penalty for the current failure to 
comply, 
  that an MF47 statement has been obtained and the declaration has 
been signed by the claimant.  
Obtaining benefit and/or overpayment decisions 
5.  Complete the LT54, outlining details of the case.  Ensure the LT54 is fully 
completed as the DM will return forms that have information missing or 
incomplete. 
Current award of benefit to be revised 
6.  If the current award is to be revised: 
  send the LT54 to the DM, 
  create an activity and B/F the case for the DM response, 
  update the ‘Case Stage’ to ‘Benefit Decision’, 
  do not update the Case ‘Outcome’, ‘Outcome Result’ or ‘Date of 
Outcome’ fields, 
  if an overpayment calculation is required, also take action as outlined in 
Overpayment calculation required. 
Overpayment calculation required 
7.  If an overpayment calculation is required in addition to revision of the 
current award: 
  complete the REF2 and send it with a copy of the LT54, MF47 and all 
other relevant documents to the relevant overpayment Central Team, 
see 02 – Overpayment guidance for Customer Compliance, 
  create an activity and B/F the case for the overpayment Central Team 
response. 
8.  If there is no current live benefit claim, or the current award of benefit is not 
to be revised, record the details of the referral for the overpayment 
calculation by updating the: 
  Case ‘Stage’ to ‘Central Reassessment Team’, 
  Case ‘Outcome’, ‘Outcome Result’ and ‘Date of Outcome’ fields 
Sensitive Material check 
9.  Remove all material marked sensitive and complete the RM7 to state the 
check has been completed. 
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10. Pass the case to the Customer Compliance Support Manager (CCSM) for 
them to complete the final sensitive material check. 
11. The Customer Compliance Support Officer (CCSO) should update 
Notepad on the appropriate benefit payment system to record that 
Customer Compliance activity has taken place. 
12. Carers Allowance (CA) cases must be returned to the Fraud Investigation 
Service Disability and Carers Team (FIS DCT) and not direct to the DM. 
Claimants fails to attend 
13. Where the claimant fails to attend the office interview or is not available for 
the visit, record details of the outcome of the appointment on the FRAIMS 
activity. 
14. Ensure that the correct Resolution reason is selected for the outcome of 
the appointment as this will be used for MI purposes.   
15. If the claimant has failed to attend the office interview or failed to be 
available for a home visit, record the details of attempts made to contact 
the claimant, including any good reasons for the failure to attend in the 
activity ‘Description’ and/or ‘Comments’ field.   
16. Where a LMS record exists, note the record that the claimant failed to 
attend / was not available for the appointment. 
Documentary evidence is not provided 
17. If documentary evidence is not received within 14 calendar days of the 
date the request for evidence is notified to the claimant, this could be the 
date the original letter was issued or the date the verbal request was made 
if different, the Customer Compliance Officer (CCO) should suspend the 
claimant’s current award of benefit. 
18. If the claimant is known to be vulnerable and direct contact with the 
employer is the only way to progress the case, consider if an approach to 
the information provider for the required information/evidence is 
appropriate. 
Obtaining wage information 
19. Wage details can be requested from employers where: 
  the claimant has admitted they were working on the MF47 statement 
and have given their written authority / permission for their employer to 
be contacted by the department 
  Written authority / permission has not been provided and the claimant 
denies they have been working for a named employer, refuses to 
provide the information requested or states they are unable to provide 
the information e.g. no pay slips held 
20. EQ1s must not be issued by CCOs under any circumstances.  These are 
Fraud Investigation Service (FIS) forms and can only be used by 
Authorised Fraud Officers. Customer Compliance Officers are not 
authorised to use Section 109 powers and therefore requests of employers 
must be made under Data Protection Act. 
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21. Initial enquiries can be made by telephone with follow up requests in 
writing if necessary. Any employer enquiry should include details of the 
position within the company of the person who is providing the information. 
22. Employer contact will be recorded on FRAIMS as communications: 
  by outbound telephone call, 
  by letter using CCEEL1/CCEEL1W. 
23. Record the requests to the employer and set a B/F date by creating an 
activity on the case.  Allow 10 working days for the response. 
24. If the information is not provided, take action to follow it up this could be by 
re-issuing the enquiry form and letter or by telephone and update the 
activity. 
Suspending benefit 
25. If the claimant fails to attend the appointment, or does not provide the 
requested information, the Customer Compliance Officer (CCO) must 
consider if the benefit claim is to be suspended. 
26. If the claimant has been identified as ‘vulnerable’ the CCO must not take 
suspension action but should send details to the appropriate benefit 
Decision Maker (DM) so that they can consider the next actions to be 
taken, see Obtaining benefit and/or overpayment decisions. 
27. Queries relating to Hardship claims should be directed to appropriate DM 
for action. 
28. If benefit suspension action on Jobseekers Allowance (JSA) / Employment 
and Support Allowance (ESA) / Income Support (IS) is appropriate, send 
the claimant the CCSUS1 / CCSUS1W. 
29. For all other benefits, do not suspend benefit or send any notification to the 
claimant.  Complete the CCSUS2 and send it to the appropriate Decision 
Maker who will consider taking suspension action.   
30. Create an activity on FRAIMS to record the issue of the letter and set a 
B/F for 1 month for the response from the claimant.  . 
31. Take the following action to suspend JSA / ESA / IS: 
JSA / ESA 
Step 
Action 
 
 
1. 
Access dialogue 210. 
 
 
 
2. 
Enter ‘S’ in the appropriate field and select ‘Enter’. 
 
 
 
3. 
In the ‘AR code’ box input the reason code ‘9999’. 
 
 
 
4. 
Enter the date of suspension, this will be the first date after the 
last payment made, do not enter an end date. 
 
 
 
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5. Select 
‘End’. 
 
 
 
6. 
Access dialogue 110 and record the reason for the suspension 
and your contact details. 
 
 
Income Support 
Step 
Action 
 
 
1. 
Input the NINo followed by ‘460’.  You cannot tab across. 
 
 
 
2. 
Enter ‘Y’ in the Suspension field. 
 
 
 
3. 
The ‘Reason code’ is ‘2’.  Select ‘Enter’. 
 
 
 
4. 
Ignore any messages the system displays. 
 
 
 
5. 
Access dialogue 110 and record the reason for the suspension 
and your contact details. 
 
32. If Housing Benefit is in payment notify the Local Authority that the 
claimant’s Income Support has been suspended by completing the 
DL/SUSTERM4, see the Suspension and Termination Guide. 
No response received on the expiry of the B/F date 
33. If on expiry of the B/F date on FRAIMS the claimant has not been in 
contact to resolve the issue, update the activity to record that no response 
has been received. 
34. Refer the case to the DM, see Obtaining benefit and/or overpayment 
decisions. 
Reinstatement of benefit 
35. If following contact from the claimant benefit is to be re-instated contact the 
appropriate DM by e-mail to lift the suspension and pay any arrears of 
benefit. 
Post interview action for non-Jobcentre Plus benefits 
36. Customer Compliance Officers (CCOs) undertake interviews on behalf of 
other Agencies/Departments. The following action should be taken by the 
Customer Compliance Support Officer (CCSO) once the Customer 
Compliance interview has been completed.  
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37. The RM7 should only be completed for information gathered by the CCO. 
Carers’ Allowance only referrals 
38. For Carers Allowance (CA) referrals the CCO must take the following 
action: 
  ensure that all sensitive information is marked in red and complete the 
RM7 to confirm the check has been completed, and 
  send the file including the MF47 statement, RM7 and any associated 
evidence previously provided by Pensions Disability and Carers 
Service (PDCS) to the Fraud Investigation Service Disability and 
Carers Team (FIS DCT). 
 Pension Referrals 
39. For Pension referrals, the CCO must take the following action: 
  refer the case to the Pensions Decision Maker via the Fraud Liaison 
Officer Single Point Of Contact (SPOC) at the relevant Pension Centre 
for a decision and any overpayment action, and  
  create activity and B/F the FRAIMS case to record that the case is 
booked out, 
  remove all sensitive material and complete the RM7 to confirm the 
check has been completed. Ensure that the RM7 is included in the file 
sent to the PDCS. 
Carers Allowance in payment - Allegation solely Capital and/or 
Living Together As Husband And Wife/Civil Partnership 
40. If CA is in payment, the CCO must take the following action: 
  issue a copy of the MF47 statement and any associated evidence 
previously provided by PDCS to the FIS DCT only when the 
information gathered by the CCO appears to impact the CA, 
  where applicable, refer the file to the Pensions Decision Maker (DM) via 
the Single Point Of Contact (SPOC) at the relevant Pension Centre for 
a decision and potential overpayment action, 
  before returning the case, remove all sensitive material and complete 
the RM7 to confirm the check has been completed. Ensure that a copy 
of the RM7 is included in both files sent to the PDCS, 
  update the closure sheet on completion of all activity, 
  where applicable, return the Pensions file to the relevant Pension 
Centre via the SPOC for storage. 
 
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