TCM0042180 - Changes - miscellaneous (A-F): Deleting details (AG)
Note: From 6 April 2017, customers will only get the Family Element of Child Tax Credit where they are responsible for a child or children born before that date.
Note: The individual child element of Child Tax Credit will no longer be awarded for third and subsequent children or qualifying young persons in a household, born on or after 6 April 2017, unless it meets the exception criteria.
Note: If you are dealing with a claim where an exception marker has been applied to any of the children/young persons included in the claim or the customer is reporting a change relating to an exception contact the Exception Team (This content has been withheld because of exemptions in the Freedom of Information Act 2000) . (This content has been withheld because of exemptions in the Freedom of Information Act 2000) For how to check if the exception marker has been applied, use TCM1000314.
To delete details that shouldn’t have been on the computer, consider steps 1 to 12.
Step 1
Before making any changes to the claim, follow the guidance in TCM0042260
then, if the changes can be made
- go to Step 2.
Step 2
Check that you have all the details necessary to proceed with the deletion of the incorrect information
If you haven’t been provided with all the details required, go to Step 3.
If you have been provided with all the details required, go to Step 4.
Step 3
If you haven’t been provided with all the details necessary to proceed with the deletion of the incorrect information, take action to establish the missing details. To do this
- refer back to the Action Guide where you have established that the details require deletion. This guidance will include steps on how to establish the details. For example: TCM0078560 or TCM0272200
or, if appropriate - phone the customer for the missing details you need. Follow the guidance in TCM0094080
If you obtain the missing details, go to Step 4.
If you are unable to contact the customer by phone or you can’t obtain the customer’s phone number, send form TC609 to the customer for the missing details
- If you obtain the missing details, go to Step 4.
- If you can’t obtain the missing details after following the normal reminder cycle, go to Step 11.
Step 4
Use Function AMEND APPLICATION selecting the ‘Correction’ option and go to the Applicant Details screen
If you need to delete a period of child signal history, go to Step 6.
If you need to delete a period of any other signal history, go to Step 5.
If you need to delete incorrect information held on the computer for the customers and there is no period of signal history, go to Step 7.
Note: Follow the guidance in TCM0042160 to decide whether there is a period of signal history to delete.
Step 5
To delete a period of any other signal history
- select the appropriate option on the toolbar that is relevant to the information being deleted. For example, if you need to delete a period of IS History for Applicant 1, select ‘Inc1’ on the toolbar menu
- you will be taken to the appropriate screen
- select ‘History’ on the toolbar menu
- select the appropriate signal from the options available. You will be taken to the History screen for the appropriate signal
- select the period of history you wish to delete. [Delete] will then become enabled
- select [Delete]
- select [Yes] when the following message displays ‘Are you sure you wish to delete this entry?’ The period of History will be deleted
- select [OK]. You will be taken back to the appropriate screen
Note: Use System Help for further details on how to delete a history entry.
Note: If there are any other periods of history that require deletion, go back to Step 4. - select [OK]
If you are taken to the Amend Finish screen, go to Step 9.
If an error or warning message displays, go to Step 8.
Step 6
To delete a period of child signal history
- select the ‘Ch’ button on the toolbar menu. You will be taken to the Child Details screen
- select the appropriate child
- select [Correction]. You will be taken to the Correction Child screen
- select the appropriate signal history checkbox
- select [History]. You will be taken to the History screen
- select the period of history you wish to delete. [Delete] will become enabled
- select [Delete]
- select [Yes] when the following message displays ‘Are you sure you wish to delete this entry?’ The period of History will be deleted
- select [OK]. You will be taken back to the Child Correction screen
- select [OK]. You will be taken back to the Child Details screen
Note: Use System Help for further details on how to delete a history entry.
Note: If there are any other periods of history that require deletion, go back to Step 4.
Note: If you also need to delete information other than child signal history, go to Step 7 at this stage. - select [OK]
If you are taken to the Amend Finish screen, go to Step 9.
If an error or warning message displays, go to Step 8.
Step 7
If you need to delete incorrect information where there is no period of signal history, for example an income amount
- go to the relevant screen where the appropriate information is that needs deleting. For example, if you need to delete an income amount, select ‘Inc1’ or ‘Inc2’, as appropriate on the toolbar menu
- select the relevant entry
- select [Delete] on the keyboard
- select [TAB] on the keyboard
Note: If there are any other periods of history that require deletion, go back to Step 4. - select [OK]
- select [OK] when the following message displays ‘Income changed S17 not processed’
If you are taken to the Amend Finish screen, go to Step 9.
If an error or warning message displays, go to Step 8.
Step 8
When attempting to delete incorrect information, you may be prompted with a warning or error message
If the message has a triangle with an exclamation mark, this is a warning message. You will be able to proceed with the deletion
- select [OK] to close the message
- select [OK]. You will be taken to the Amend Finish screen
- go to Step 9.
If the message has a circle with a cross inside it, this is an error message. This will prevent you from proceeding. You will need to resolve the error before you can proceed
- once you have resolved the error, go to Step 9.
For example
To delete the number of paid jobs in the Number Of Paid Jobs field because the customer has never worked
- select the Number Of Paid Jobs field
- select [Delete]
- select [OK]. You will be taken to the Amend Finish screen
The error message ‘No of jobs greater than zero’ displays. This means that there is period of history with no end date. You will need to take the following action - enter a job end date in the Main Employment Details field
- select ‘History’ on the toolbar menu
- select ‘Hours Worked’ from the options available. The History screen for the Hours Worked signal will display
- select the appropriate period of history
- select [Delete], unless this is in PY
Note: Use System Help for further details on how to delete a history entry. - select [OK]
- select [OK]. You will then be taken to the Amend Finish screen.
Step 9
In the Amend Finish screen
- enter the date the notification of the change was received
- select ‘Paper’ from the Source drop down menu
Note: If the correction has been notified through a Contact Centre select ‘Telephone’ from the Source drop down menu. - select ‘NTC error’ or ‘Applicant error’, as appropriate from the Reason drop down menu
- select [OK]
Note: The changes you have made in this function will not be applied until you complete the Amend Finish screen and select [OK].
If the message ‘S18 Refinalisation Rules - Potential inappropriate refinalisation for CCYY-CCYY. If you have the authority to refinalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays
- the changes you are making will re-finalise the claim, follow the guidance in TCM0042260 before making any changes
- If you can make the change
- select [OK] on the message
then
If the message ‘S18 Refinalisation Rules - Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays
- you will not be able to make the change because the PY actual income is required, follow the guidance in TCM0042260 before making any changes
- If you can make the change
- select [OK] on the message
then
If the message ‘S18 Refinalisation Rules - You do not have the authority to re-finalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays
- the changes you are making will re-finalise the claim
- select [Cancel]. You will be taken to the Amend Application Details screen
- select [Cancel]
- when the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, select [Yes]
- pass the case to a Level 2 User or your manager. For more information, use ‘Level 1 and Level 2 users’ on TCM0320260
- take no further action.
If none of the messages display, then
- If you have carried out this action as a result of a verification failure, go to Step 10.
- If you have not carried out this action as a result of a verification failure, go to Step 11.
Step 10
Use Function MANAGE VERIFICATION FAILURES and go to the Manage Verification Failures screen
- select the verification failure
- select [Change Verification]. You will be taken to the Change Of Status Reason screen
- enter the reason for the change
- select [OK]
- select [OK]
- select ‘Yes’ when the message ‘Do you wish to proceed?’ displays
then - go to Step 11.
Step 11
Use Function MAINTAIN HOUSEHOLD NOTES to record the action you have taken
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
Note: The message you need to record will be dependent on which course of action you have taken. For example, if you followed the action in step 3, record the message for that step
- Step 1 - ‘TCMZ Complex Case signal set, details of deletion sent to team xxxxx’
- Step 3 - ‘TCMZ Unable to deal with the Correction relating to deleting the job details as unable to contact the customer and obtain all the relevant details’
- Step 5 - ‘TCMZ Deleted all employment records (including history) for customer 2 as Mrs Jones has never worked’
- Step 7 - ‘TCMZ Deleted the earnings recorded for customer 2 as Mrs Jones has never worked’
then - go to Step 12.
Step 12
Close the document on DMS. For how to do this, use TCM1000037.