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Chapter COG11310

Document Cited in Related
Vincent
Published date12 March 2016
Record NumberCOG11310
CourtHM Revenue & Customs

The Equality Act was introduced in October 2010. It simplifies, strengthens and harmonises previous equality legislation to provide new anti-discrimination law which protects individuals from unfair treatment and promotes a fair and more equal society.

In practice this means you must make sure you comply fully with the requirements of the Equality Act when a person has a physical or mental impairment covered by the Act.

Following the introduction of the Equality Act we have reviewed the procedures and guidance for all front line staff so that they consider disability equality requirements in the delivery of all services to the public. This includes telephone checks, written checks and face to face meetings. That review has prompted changes to the compliance process, see COG11375.

The Equality Act prohibits discrimination and it is also good practice for HMRC to work in this way. By fostering good relations and providing a supportive environment we will make it easier for people to comply. We are also far more likely to be successful in changing the behaviour of those who do not comply.

Therefore, when dealing with customers you must

  • ensure you treat everyone with respect and do not harass, bully or unfairly discriminate against anyone in any way
  • do what is reasonable to provide an accessible service for everyone
  • make reasonable adjustments where...

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