Telephone Calls To Atos
keira
Community member Posts: 140 Empowering
Is it possible to get a transcript from atos of any calls you make to them?
I understand they do not record calls but could you get a copy of what their agent typed up?
I understand they do not record calls but could you get a copy of what their agent typed up?
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Hi Keira,
I cannot give you a direct answer but I think you may be able to! Don't take my word for it though as I am only experienced with Capita.
Every time I phone they have notes on my 'account' so to speak and can tell me when I phoned them what I asked for etc.
I would give it a try.1 -
Username_removed said:To what end would be my first question?
People tend to obsess on the minutiae of dealing with an assessment provider when they need to focus on the process of doing an MR or appeal if needed and lodging formal complaints where also needed.
What is it you think such a transcript will give you?
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Hi Mike,
During telephone calls with them they asked for lots of detailed information which they said would be included as evidence when the paper based assessment was completed. However, it seems that none of this information was taken into account when the report was completed.
They have recently said that all copies of notes can only be requested via the DWP but I'm sure I've read on here that is incorrect?
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Username_removed said:Aha, right.
You can make a subject access request under the Data Protection Act but proving they didn’t do something isn’t enough to prove you’re entitled to PIP. The main thing is to ensure that information is included in any MR or appeal.
So they are wrong when they say the request for copies of the notes has to go via DWP?1 -
Username_removed said:Yes. It’s nonsense. Capita hold the data and they’re the data processor. Nothing to do with the DWP at all.
With regard to the notes, as you say these could prove that they didn't take all of the evidence into account. However, I feel that if they had used the evidence then they would not have made silly excuses to play down the seriousness of the disability and its effects! Does that make sense and would it hold any weight with the tribunal?
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Username_removed Do Capita forward a Subject Access Request to the DWP .? Also who is responsible for removing incorrect data on your file would this be the Assessment company or DWP . Have a complaint upheld by Capita regarding my personal information etc1
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Username_removed said:You may feel that but it’s near impossible to prove. They could just as easily have taken into account all you said but have come to the same conclusion. The tribunal won’t be interested in what might have happened. They’ll just want all the evidence in front of them so they can determine the matter afresh.
This is very much a cat & mouse game!1 -
Username_removed said:If you’re asking for data on you that only the assessment provider holds ((such as the recording of a conversation or their notes on same) then it’s nowt to do with DWP. They would only forward a request if you were asking them for info. held or owned by DWP such as your claim pack.
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Username_removed said:Yes. It’s nonsense. Capita hold the data and they’re the data processor. Nothing to do with the DWP at all.
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Username_removed said:Are you doing this over the phone or in writing? Are you viewer what it is you’re asking for and that it’s them who hold that specific data not DWP?
This has all been done in writing and yes I have stated that it's them who hold the data and not DWP.1 -
keira I had the same problem with Capita , they just forwarded my request to DWP .Am still awaiting the paperwork ,and still awaiting reply from Capita .4 emails ignored .
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mikehughescq I have it in writing that Capita uphold my complaint . I agree this may not change the decision but it may go someway to proving the HP has not complied with DWP guide lines and has failed to record my information correctly ,if taken to a Tribunal .1
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mikehughesq Thankyou for your comments . I am hoping the decision maker might just consider the validity of the report and might just agree with my objections to the descriptors chosen.1
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mikehughescq hello . I disagree with both the points scored and the descriptors they chose to apply . The HP scored me 2 points across all the descriptors , These 2 points were awarded for communication due to profound hearing loss . The DWP decision maker stated in her letter that the HP report was all she had to go on . Resulting in me losing my award of enhanced care and standard mobility .1
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mikehughesq Thankyou I appreciate your comments and you have pointed in the right direction. I thought I was half way there by having my letter from Capita upholding with my complaint ,I now need to concentrate on proving my disabilities ( numerous ) and the fact they they do indeed limit my ability to perform the daily tasks . Also Capita changed my assessment from a venue to a home visit on the grounds of my being unable to partake of the journey . So I feel it is a contradiction to award me nil points for mobility .1
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mikehughescq
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every call is recorded and yes you can get a copy you must include approx time and date of call but if you do not you can still get them from capita as to paperwork capita claim they hold nothing but yes they do ?and must supply if asked for they may send you a fredom information form they did me asking for dates i require it from ???
just put all info held ???2
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