SAM70160 - Manage work: customer service: welsh language service

HMRC has adopted the principle that it will treat the English and Welsh languages on a basis of equality in the conduct of its business with the public.

HMRC will provide the best possible service to customers (including companies) who wish to conduct their business with the Department wholly or partly in Welsh. This applies to all HMRC offices dealing with a customer resident in Wales.

You should provide a choice of English or Welsh for the public at all points of contact with the Department in Wales.

You should not issue computer generated forms and notifications in English to taxpayers who require a Welsh language service. Welsh versions should be issued manually.

A Welsh Language signal may be set on the SA record to facilitate the service. Detailed advice is available, in this Manual, in the following business areas

• ‘Records’ - section ‘Welsh Language’
• ‘Repayments’ - sections ‘ Issue Repayment’ and ‘Repayment Work Lists’
• ‘Returns’ - section ‘Return Work Lists’
• ‘Statements’ - sections ‘Statement Issue’ and ‘Statement Content and Layout’

All correspondence received in Welsh, must be answered in Welsh, on Welsh bi-lingual headed notepaper by the Welsh Contact Centre (WCC). Contact the WCC using WAM Box 906 or forward correspondence on to them.