Department for Work and Pensions (DWP)
Central Freedom of Information Team
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx@xxx.xxx.xxx.xx
Our reference: VTR 3517
Date: 12 October 2016
Dear Mr Thieme,
Thank you for your Freedom of Information request received on 24
September 2016. You asked;
“What guidance prohibits naming a representative over the telephone?
I am in receipt of DLA and wanted to name my representative over the phone
but it has been refused to acknowledge despite my identity check.
I would appreciate clarification what law or guidance prohibits that.”
DWP Response:
Unfortunately we cannot comment on your particular case. However, the
specific paragraph’s of the guidance that refers to the appointment of a
representative to act on behalf of a customer, in relation to Disability Living
Allowance are as follows;
Representative acting for a customer
15. A Personal Acting Body is usually appointed to act for the customer because the
customer is unable to deal with the benefit themselves, but a customer may be able to
manage their own affairs and may want another person to represent them in relation to
their claim for benefit.
16. If a customer gives authority for a representative to act on their behalf you must
note the representative’s name and telephone number in dialogue 110 (Notepad) and
attach form Disability Living Allowance 629 to the front of the customer’s file.
17. Where written consent is asked for or provided, this does not last indefinitely but
covers a particular piece of business.
18. The authority to act should be treated as current for the whole process of a new
claim or supersession, including any follow-up reconsideration process. If an
authority to act does not specify a particular event, then that authority would usually
remain valid in relation to the appeal. However, if the authority to act refers to a
specific event a new authority would be required for any appeal.
19. If an authority is received it should be recorded in dialogue 110 (Notepad).
20. When all relevant action is complete and a copy of the decision notification issued
to both the customer and their representative, form Disability Living Allowance 629
should be placed inside the file, before sending to Filestore.
21. Once a decision has been input on the DLA Computer System, you must set a 12-
week Case Control in dialogue 530 to remind you to remove the representatives
details from dialogue 110 (Notepad), following the 3 month period.
If you have any queries about this letter please contact us quoting the
reference number above.
Yours sincerely,
DWP Central FoI Team
Your right to complain under the Freedom of Information Act
If you are not happy with this response you may request an internal review by e-mailing
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx@xxx.xxx.xxx.xx or by writing to: DWP, Central FoI Team,
Caxton House, Tothill Street, SW1H 9NA. Any review request should be submitted within two
months of the date of this letter.
If you are not content with the outcome of the internal review you may apply directly to the
Information Commissioner’s Office for a decision. Generally the Commissioner cannot make a
decision unless you have exhausted our own complaints procedure. The Information
Commissioner can be contacted at: The Information Commissioner’s Office, Wycliffe House,
Water Lane, Wilmslow Cheshire SK9 5AF
www.ico.org.uk/Global/contact_us or telephone 0303 123 1113 or 01625 545745