DMBM510920 - Customer contact and data security: telephone contact: situations where the customer may be unable to speak on the telephone with you

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In certain circumstances the customer may be unable to speak on the phone due to where they are or what they are doing at the time of the telephone call. You should only accept this reason in exceptional circumstances.

The customer may declare that they are unable to speak when you call and you should use your judgement to establish if the reason they give is valid and it is an appropriate time to discuss their debt. When considering this you should assess how the environment may impact on the outcome of the call.

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If possible you should rearrange with the customer a suitable time to call back or ask them to contact HMRC as soon as possible.

In cases where the customer objects to having a discussion over the telephone, refer to DMBM510330.