Emailing customers – via Gov Connect

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    I’m advised that we may not email sensitive information to a customer even when they email and explicity ask for details of their benefit claims. Apparently the CoCo forbids this

    We will have 1 email account when we go live (immenently), which means that we will not be able to respond to customers via ther preferred communication channel

    Can anybody please direct me to any literature or gudiance that tells us what we may or may not tell customers about their claims when they ask.
    Colleagues at the DWP advise me that that BDC’s respond to email enquiries from customers about their claims.

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