Withdrawing consent

Representative arrangements can change throughout the lifecycle of a claim, with consent able to be withdrawn or changed at any time.

Consent may be withdrawn verbally if the call is taking place on a Softphone. The use of Softphone provides a recording of the request that can be used until the revocation is received in writing.

Written withdrawal of consent must be signed and dated by the client. This must then be:

1. Saved in the clients CM9 folder using the appropriate naming convention –

Providing consent

Express consent is permission for something that is given specifically, either verbally or in writing. A common example of this can be seen when a client invites a family member or support person into a conversation.

Verbal consent may only be accepted via Softphone where the call is being recorded and should only be used in an instance where the client may ask for a conversation taking place to continue with a third party.

Ongoing consent must be provided in writing, signed and dated by the client. This must then be:

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