Guidance

Working with representatives: guidance for DWP staff

This guidance explains the department's policy on providing information about customers to their representatives.

• From: Department for Work and Pensions
• Published: 1 June 2009
• Last updated: 17 December 2021 — See all updates

Documents

Working with representatives: guidance for DWP staff

HTML

Details

Customers have the right to ask a representative to help them conduct their business with the Department for Work and Pensions (DWP). It is important that DWP balances this with our duty to protect the personal information we hold.

Published 1 June 2009
Last updated 17 December 2021 + show all updates

1. 17 December 2021

   Updated the sections on 'Bogus callers', 'Alternative enquiry', and 'Should you disclose the information requested?'. This guidance is for DWP staff only.

2. 18 April 2019

   Added updated guidance.

3. 12 August 2015

   Replaced guide: section updated - 'Steps to take when deciding whether to disclose information' - part 3.

4. 17 September 2014

   Updated information in guidance document about who to contact for further advice and support.

5. 15 January 2014

   Published updated version of the guide including including new contact details the removal of certain sections of the no longer relevant.

6. 1 June 2009

   First published.