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For reasons of security, logging NIL returns may only, as a rule, be undertaken by the CIS Contact Centre. This is because calls to Contact Centres are voice recorded. This means that, theoretically, a transcript of the call may be obtained in any case of dispute.

It will be therefore be very exceptional for a NIL return to be accepted by telephone in a network office.

If you receive a call from a contractor seeking to report a NIL return, you must explain that these can only be accepted at the CIS Contact Centre on 0300 200 3210.

However, the following action guide takes you through the process, should you have need of it.

1. At the 鈥榠dentify customer鈥� window enter one of the following reference types

• Unique Taxpayer (UTR)

or

• Accounts Office (AO)

Although either/or will work, always enter the AO reference if you have it, as well as the UTR.

(Note, the system remembers reference numbers already entered today, so you may only need to enter the first couple of digits)

1. Under 鈥榗ontact鈥� use the drop-down menu to select 鈥榗ustomer鈥�
2. Under 鈥榗hannel鈥� use the drop-down menu to select 鈥榩hone inbound鈥�
3. In the 鈥榬eceipt date鈥� boxes you will need to enter today鈥檚 date in the format dd/mm/yyyy. Then select 鈥極K鈥�. This will take you to the 鈥榓uthenticate鈥� window.
4. Authenticate the customer then select 鈥極K鈥�. This will take you to the CIS main menu window.
5. Where the UTR has been used for authentication, the contractor schemes linked to this UTR will be displayed. Select the scheme appropriate to the NIL return you are to log and capture. Then select 鈥榬eturn capture phone鈥�. This will take you to the 鈥楻eturn Details鈥� window with pre-populated references.
6. Enter the return period using the format mm/yyyy. (The date of receipt will be pre-populated with today鈥檚 date and is unalterable). Then select the 鈥楴IL return鈥� button. This will take you to the 鈥楥onfirmation Details鈥� window.
7. If you select the 鈥極K鈥� button by mistake, you will be taken to the 鈥榗apture payments鈥� window. To rectify this and return to the 鈥榗onfirmation details鈥� window, simply select 鈥極K鈥�. (Be careful not to select the 鈥榗ancel鈥� button here as this will take you back to the CIS main menu (or CMS, bypassing the CIS main menu if you accessed CIS through CMS).Check the NIL return box
8. Obtain verbal confirmation from the customer that the return is correct and complete to the best of the contractor鈥檚 knowledge, then check Future Inactivity box in the window if the contractor advises that he will not be paying any subcontractors for the next few months or more.
9. Selecting 鈥極K鈥� will take you back to the CIS main menu window.

Partial save

If when you get to the 鈥榗onfirmation details鈥� window at step 7 above, you are unable for whatever reason (for example, a caller gets 鈥榗ut off鈥�) to complete the capture of a NIL return, you can use the 鈥榮ave partial鈥� button and come back to the NIL return capture at a later time or date.

To retrieve a partially saved return:

1. Follow steps 1-6 above
2. Enter the return period using the format mm/yyyy. (The date of receipt will be pre-populated with today鈥檚 date and is unalterable). Then select the 鈥楴IL return鈥� button. This will take you to the 鈥榦ther return exists鈥� window. A message tells you that 鈥榓 return for this period has already been logged/partially captured.鈥�
3. Select the 鈥榗ontinue capture鈥� button. This takes you back to the window you were in when the 鈥榮ave partial鈥� button was previously selected
4. Continue with steps 8-11 above.

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Multiple returns

If after selecting 鈥楴IL return鈥� at step 7 above the CIS system recognises that a return for this scheme and period already exists, you will be taken to the 鈥榦ther return exists鈥� window. A message there will say, 鈥榳arning: previous return captured. Check scheme reference and period before continuing,鈥�

The window will show you the AO reference, return period and date of processing, which boxes have been checked at the 鈥榗onfirmation details鈥� window and any subcontractor details. A 鈥榬e-enter details鈥� button will also appear next to the 鈥榗ontinue capture鈥� button.

There are three options here:

1. If you are content to capture regardless, select the 鈥榗ontinue capture鈥� button. This will take you to the 鈥榗onfirmation details鈥� window. Continue with steps 8-11 above.
2. If you need to alter the period, select the 鈥榬e-enter details鈥� button. This will take you back to the 鈥榬eturn details鈥� window. Continue with steps 7-11 above.
3. If you need to select a difference scheme from those linked to the UTR, select the 鈥榗ancel鈥� button. This will take you back to the CIS main menu. Re-select the appropriate scheme and continue with steps 6-11 above.