Identity Authentication Service - EQIA - LITRG response

Published on 8 May 2011

HMRC introduced a new security system on the tax credit helpline in November 2009 which attempts to verify a claimant’s identity by asking questions based on their credit history.

Since it was introduced, LITRG and other organisations have seen many examples of cases where people have been asked to attend a local enquiry centre to prove their identity after failing the verification process.

We have numerous concerns about the impact of this process on those with disabilities, those newly arrived in the UK and those with no credit history and address these concerns in our response to the consultation.

We also discuss the issues relating to HMRC’s decision not to carry out a full Equality Impact Assessment (EQIA) until some 18 months after the introduction of the new process.

To see the LITRG response please use the link.


Contact: Victoria Todd (please use form at