TCM0138160 - Miscellaneous (P to V): Welsh language

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Checklist

Before you follow this guidance make sure

  • you have the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu
  • you are in the correct MU. Use TCM0322460 for the correct MU number

Reasons not to follow this guidance

You do not need to follow this guidance if

  • a ‘Welsh’ signal is not present on the tax credits computer
  • you are not contacting the customer, either verbally or in writing.

Background

The Welsh Language Act 1993 and the 2011 Welsh Language Measure established that we should treat the Welsh and English languages on an equal basis within Wales.

In March 2008, HMRC agreed and signed a four-year arrangement called the ‘Welsh Language Scheme’. Whilst new arrangements are being negotiated under the 2011 Measure, HMRC’s commitments in the Scheme remain in force.

If ‘Welsh’ is displayed in the ‘Special Needs’ field, under no circumstances must contact be made with the customer in English, either in writing or by phone.

HMRC has a dedicated Welsh Language Unit (WLU) who will translate correspondence from English to Welsh (or from Welsh to English) on your behalf.

The WLU won’t take ownership of the case. The WLU will translate the enquiry from English to Welsh or from Welsh to English and return it to you.

Only follow this guidance once you have established exactly what you need to send to the customer or ask them over the phone.

Guidance

Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.

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Step 1

If you need to send the customer a written enquiry or decision

  • prepare the written enquiry or decision in English having followed your guidance
  • prepare the Welsh Language Unit translation request form (Word 84KB)
  • go to Step 2.

If you need to speak to a customer

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000) arrange for a Welsh-speaking officer to contact the customer on your behalf
  • once you have the information you need, return to the guidance you have been following.

If you are speaking to a customer and they request that they be dealt with in Welsh

  • tell the customer to contact the Welsh Helpline on 0300 200 1900
  • return to the guidance you have been following.

If you have received a piece of physical correspondence or a complaint from the customer in Welsh

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000) Welsh Language, Translations
  • explain that you have a piece of correspondence that will require translating into English
  • scan the correspondence if possible and (This content has been withheld because of exemptions in the Freedom of Information Act 2000) Welsh Language, Translations or
  • if it is not possible to scan the correspondence
  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • make arrangements to send the correspondence to the WLU

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Step 2

Send your written enquiry or decision to the Welsh Language Unit (WLU). To do this

  • attach your written enquiry or decision to an email
  • attach your completed Welsh Language Unit translation request form to the same email
  • mark in the ‘Subject’ field ‘[Your Area] - Translation Request’

(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)

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000) Welsh Language, Translations
  • you will receive an email acknowledging receipt of your request
  • you will be notified of the name of the person dealing with your request
  • go to Step 3.

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Step 3

BF your request awaiting a reply

  • update Household Notes using the ‘General’ category with message XT01 from TCM0176020. For how to do this, use TCM1000001
  • BF for five days to allow WTU to translate your request

Note: If your BF period has expired and you have not received a reply, contact the person dealing with your request directly.

  • once you have the information you need, return to the guidance you have been following.