Telephone Consultation Process - Frequently Asked Questions

You may have questions about Consultation Process. Here are a selection of some commonly asked questions and answers to help you. Simply click on a question to see the answer.

What number will I be called on?

If you have provided a mobile phone number, you will be called on that. If you have not provided a mobile number, we will call you on the landline number you have provided.

The number we will call you on will be included in your appointment letter.

The call will come from an 0808 number.

Can somebody accompany me on my telephone consultation?

Yes, we encourage you to have someone with you during the consultation. This could be a friend, family member, carer or support worker. They should not speak for you, but they can help you to answer any questions or explain the difficulties you face more clearly. If your companion cannot be with you in person, we can add them to the telephone call.

If your companion will be translating or interpreting for you, they must be over 18.

What identification do I need to share before my telephone consultation?

You will be asked security questions over the telephone before the consultation starts.

What if I have extra communication needs e.g. hearing difficulties or requiring a translator?

If you require a translator, British Sign Language (BSL) interpreter or Irish Sign Language (ISL) interpreter, please let our enquiry centre team know as soon possible so we can arrange the relevant support.

Contact details for Northern Ireland are:

  • 0808 178 8116 (Northern Ireland)
  • 0289 032 9675 (Textphone)

  • Capita has put in place a video relay service to support all British Sign Language (BSL) or Irish Sign Language (ISL) customers through the PIP consultation process.

    The service, that is free of charge, is operated by Sign Video, is staffed by fully qualified and registered BSL interpreters and is available Monday to Friday from 8am to 8pm.

    To access the service please use this link on the date and time of your scheduled appointment and inform Sign Video that you are calling Capita in relation to your PIP consultation.

    To use the video relay service, you will need:

  • A computer or laptop with a webcam
  • Firefox or Chrome for Windows / Safari for Mac
  • A tablet or smartphone (iOS devices 8 or upwards) or (Android 4.4 upwards)
  • A highspeed internet connection (minimum upload/download connection of 256 kbp/s)
  • A 3G/4G data plan on your mobile device
  • How do I know that the health professional is who he/she says they are?

    If you have any concerns that the health professional is not who they say they are, please abandon the call and contact our enquiry centre team.

  • 0808 178 8116 (Northern Ireland)
  • 0289 032 9675 (Textphone)
  • What happens if I miss the call or my signal drops out?

    Our health professional will try to call you more than once over a 20-minute period. If you do not answer, we may return your claim to the DfC.

    If the phone signal is not very good, we will ask you for an alternative contact number. If there is no alternative available, the assessor will need to cancel the appointment and an alternative route will be investigated by Capita.

    What do I do if I have additional evidence?

    If you have additional evidence that you have not already submitted, please discuss this with the health professional. They will ask you to send this to the DfC after your consultation.

    Can I have my PIP telephone consultation recorded?

    If you would like to have your telephone consultation recorded, please let the assessor know at the start of your appointment.

    Can I get a copy of my recording?

    After your appointment, you will receive a link to your recording by text message or email and a separate one containing your one-time password. The password will expire within 24 hours and can only be used once to access and download your recording. This is to protect you and the information you provided at your appointment.

    If you would rather have a CD copy of your recording, then this can be requested by calling the Department for Communities on 0800 587 0932

    My consultation was recorded but I'd now like to withdraw my consent. How do I do this?

    To withdraw consent after the date of your consultation please contact the Department for Communities on 0800 587 0932

    Can I request a new password to access my consultation recording online?

    Unfortunately, it is not possible to generate a new password. The password you were provided following your consultation expires within 24 hours to protect you and the information you provided at your appointment.

    A CD copy of the recording can be requested by calling the Department for Communities on 0800 587 0932

    How will my recording be used?

    The recording will not be used by DfC to make a decision on your benefit claim. However, the recording may be used to assist with complaints resolution and/or any appeal proceedings.

    How long will Capita/DfC keep my recording for?

    Capita will store a copy of the recording securely and keep it for a period of 14 months after which time it will be returned to the DfC.