IRS
Quality Standards for the Review
We will deliver Inspectors' reviews that are independent, impartial,
fair and legally sound. In each case we will work to increase the applicant's
ability to understand and participate fully and effectively in their review.
To achieve this, the review will meet the following quality
standards.
Before the decision is made the Inspector will:
- Examine thoroughly
all the evidence presented to decide the key issues, establish the relevant
facts and identify all necessary enquiries;
- Ask the right
questions, in the right way, to enable all the relevant facts to be
established; and
- Deliver the
information to the applicant in such a way that clarifies the key issues the
Inspector has to decide, the facts he already knows about those issues and the
information he still needs.
In making the
decision the Inspector will:
- Take full account of
the relevant information provided in the case and reflect that in the decision;
- Correctly interpret
and apply the law, including the Secretary of State's directions;
- Ensure the rules of
natural justice are met: that the applicant knows the case he must answer and
has been given a fair opportunity to put his own case; and that there has been
no bias;
- Reach an outcome
that is reasonable and is right in all the circumstances of the
case;
- Tailor each letter
and decision to the case ensuring, in particular, that the applicant's level of
understanding is respected;
- Explain the law
clearly, in a way the applicant can understand, avoiding legal terminology
wherever possible; and
- Apply the relevant
Commissioner's Advice to Inspectors.
In doing this we will
deliver the review:
- Promptly and within
published Customer Service Standards; and
- In the most cost
effective way, delivering value for money.
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