Last month we asked whether readers had been refused a copy of their PIP or WCA assessment. Whilst problems don't seem to be widespread, several people reported being told they couldn’t have a copy of the recording because it did not contain security identification details such as the claimant’s name. We suggest ways to avoid this and what to do if it happens to you. Coincidentally the DWP published updated guidance on audio recordings at health assessments last week.
To avoid the security checks issue, if you have any doubts, as soon as the assessor starts to ask questions about your condition just ask:
“Can I just check I’ve given you all the security details you need for me to have a copy of the recording if I need one?” and make sure they give you an assurance.
If you are refused a copy of the recording on security grounds, we recommend that you make a formal complaint to the company and also make a subject access request both to the assessment company and the DWP for all the data relating to your assessment, including any audio recordings.
If the assessment company argues that they don’t know who the claimant in the recording relating to your claim actually is, you can complain to the Information Commissioner’s Office ICO) that the company has not kept your data available and secure.
Since our article was published, the DWP have provided updated information on how to obtain a recording of your assessment. They say that:
You can ask to be sent your recording at any point during the assessment or by calling the number on your appointment letter.
When your recording is ready, you will receive a text message with a secure link to download it. You will need a smartphone and your National Insurance number to access the recording.
If you do not have a phone or other means to download the recording, you can submit a Right of Access request or write to DWP. More information is in the ‘get help with accessing your recording’ section.
The link will only work for 7 days after it is sent.
If you need help downloading your recording, you may share the link with a trusted friend or someone supporting you, but you should not share it more widely.
You can download your recording more than once, but only within 24 hours of the first download. After those 24 hours, the download option will expire and you will not be able to download it again.
If the link expires or does not work, you will need to request a new one by calling the number on your appointment letter.
