Telephone

Dear All

Was at a stakeholder meeting and was told that when a claimant is assigned an adviser at JCP+ that if they call, using the number held on the claim, then they are automatically diverted to their adviser?

Whereas if they visited us and we called, as it is not the claimants number we’d be diverted to the national number?

Anyone know about this (didn’t get a chance to ask more at the meeting) and if so is this policy or in the REGS etc?

Cheers

When you ring from an unrelated number and go through the options, you are given the chance to enter the mobile number associated with the online account (eg after doing option 2, then option 4 to query a journal entry).

Or, we could just ask the client to make the (free in most cases) call from their phone if they have it with them.

edit: I can’t believe that this service is provided for in law, it’s just for admin convenience.

Brilliant, ta!

Had a client who called and provided no further profile/security information other than DOB but adviser had his details up instantly based entirely on his telephone number. My question is how this is even allowed under GDPR?

roecab - 28 September 2018 11:41 AM

Dear All

Was at a stakeholder meeting and was told that when a claimant is assigned an adviser at JCP+ that if they call, using the number held on the claim, then they are automatically diverted to their adviser?

Whereas if they visited us and we called, as it is not the claimants number we’d be diverted to the national number?

Anyone know about this (didn’t get a chance to ask more at the meeting) and if so is this policy or in the REGS etc?

Cheers

We had similar info at the national stakeholders meeting - see third last bullet here https://www.rightsnet.org.uk/forums/viewthread/12679/#62369 - generally the feeling at the meeting was it saved a lot of time, less waiting time on phone and more likely to speak to someone who knew about your case.