Having to change from a digital claim to telephone

The request was successful.

Dear Department for Work and Pensions,

I have been able to obtain DWP guidance on someone setting up their claim "offline" (ie by telephone, non-digital); and guidance on moving from non-digital to online.

However there will be circumstances (usually to do with a change in health / disability) when a digital claimant will need to change to non-digital. Or it could be that they were claimed digitally when really this was inappropriate for them and they need to change.
And I have been unable to find any information on this.

Please could you supply any guidance or other documentation that advises DWP staff on procedure in such cases, as a colleague has been advised by DWP that this is "not possible", which seems irrational.

Thank you for your help.

Yours faithfully,

Glenys Harriman

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no-reply@dwp.ecase.co.uk on behalf of DWP Strategy Freedom of Information, Department for Work and Pensions

3 Attachments

Dear Glenys Harriman,

I am writing in response to your request for information, received 6th
August.

Yours sincerely,

DWP Central FoI Team