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Chapter DMBM511130

Cited authorities 1 Cited in Related
Vincent
Published date29 April 2016
Record NumberDMBM511130

Because Field Force officers work remotely, they are all supplied with equipment to enable them to do this, part of which is a mobile phone.

When out on call, there is often a need to use their phones, this could be because

  • they are attempting to contact a customer by phone that they have been unable to see face to face
  • they need to check case details, such as the total debt, payments etc with the HMRC office
  • they need to check their caseload with the office and so on.

Therefore certain precautions have to be taken whilst using their mobile phone.

As a working FF officer, you should be mindful not to use your mobile phone in a situation where you could be overheard by an unauthorised third party. (This content has been withheld because of exemptions in the Freedom of Information Act 2000) DMBM512940(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Once you have been verified you may need to discuss confidential customer information so when possible you should be in a private area and if you are aware that you may be overheard by third parties, you should get verbal consent from the customer that it is ok for you to make the call with others in ear shot.

If you need to make a call to a customer who you have been unable to see face to face, it is best, when possible, to do this is your car to avoid anyone else over hearing your conversation. If you need to leave answering machine message you should leave the correct message...

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