A Request Made on Someone's Behalf

The organisation accepts a request made by someone the person has authorised to act for them.

Intent

Some people rely on a solicitor, an adviser, or a relative to ask for them. Refusing an authorised agent puts the right beyond those people.

An assessor scores the criterion against a single response:

Score 2: The organisation acts on a request from someone the person has authorised, once it has seen that authority.
Score 1: The organisation acts, but demands more proof of authority than the person’s own written authorisation.
Score 0: The organisation refuses to deal with anyone other than the person themselves.
Not applicable: Nobody made the request on the person’s behalf.

See A10 in context in the full standard.