JSA telephone claims stopped, must apply online?

[Inspector71]

Hi All

 

Sorry if this has been asked before. A friend has just attempted to claim JSA over the phone as he currently does not have internet access. This has been refused point blank. DWP say they will advise where internet access is available FOC. My friend is not keen on this for security reasons which I can well understand. I know from personal experience that telephone applications were acceptable up until recently. Is it possible to insist on a telephone claim? Does making a claim online mean creating a government gateway account?

 

Thanks in advance

[unclebulgaria67]

According to the governments own website, you can still apply by phone

[citizenB]

This is ridiculous, there are going to be loads of people who do not have access to internet !

[antone]

According to the gov.uk website, you can still claim by phone. That might not apply if your friend is in one of the Universal Credit pilot areas, though - I believe the idea is to make that online only.

[Mr.P]

...."but my parole conditions prevent me from going anywhere near a computer or the internet...."

[kernowlife]

I had that before christmas, Refused to take a telephone application and told must do it on line. You must have an email address and a current phone number as well or you won't be able to apply. I didn't put a phone number in and it kept throwing the form back...."this is a required field"

[snowy101]

I tried 3 times last week to apply by phone, they insist that is has to be made on line. The message when you phone states if you don`t have access to the internet , press option 1 & the claim will be taken via phone. When i told them this they said it was only a " free internet finding service" , local libraries etc etc.

[citizenB]

Claim JSA by phone

 

Contact Jobcentre Plus if you can’t apply online.

 

 

Jobcentre Plus

Telephone: 0800 055 6688

Welsh language: 0800 012 1888

Textphone: 0800 023 4888

Monday to Friday, 8am to 6pm

 

From the link provided by Antone in an earlier post.

 

https://www.gov.uk/jobseekers-allowance/how-to-claim

[Inspector71]

My friend is of the opinion that this may not be blanket policy due to the fact that some personal information was taken from him before the operator refused to continue the application. He stated name, address, date of birth, NI number, telephone number, details of savings etc. At this point he was asked why he was not applying online, to which he replied that he currently has no internet access. The operator then refused to process the application and stated that my friend would be advised where free internet use would be available. My friend cited security concerns such as having to enter personal details in a public place and most likely being unable to clear browser history etc to prevent those details from being seen by others. My friend was told that there was nothing to worry about. He remains, as you might expect, unconvinced.

 

So if they're not processing telephone applications for anyone at all why not just say so up front instead of asking for these details?

[antone]

I would suggest quoting the link I provided above. If the call centre agent continues to insist that the claim must be made online, ask them very clearly "So, just so we're on the same page here, you're refusing to take my claim on this phone call, yes?"

 

If they say yes, note the time of the call and ask which contact centre you're (that is, your friend) speaking to. Then make a complaint. Actually, I feel an FoI request coming on...