How to reissue concession cards 101-06010010

Ask customer why they need a replacement card as a replacement reason must be coded. Note: partnered customers may request to have their concession card reissued without their partner's name listed. This may be for privacy concerns the customer may have.

Check:

• Concession Entitlement Summary (MCCS) screen for the customers current entitlement details
• Concession Dependant Summary (MCDS) screen for a dependent child's current entitlement details
• Concession Card Preference Summary (CCPS) screen in Customer First for existing card preferences. Confirm information and card preferences are accurate
• Concession Card Details page or the Card Issue Summary (CCIS) screen shows details of current and historical cards issued, not current entitlement

If the customer is requesting a new card due to:

• dependent child(ren) changes or not displaying, go to Step 2
• partner changes, see Dependents listed on a customer concession card. Procedure ends here
• death of a dependent, go to Step 5

If the customer is requesting a replacement card and there are no changes, go to Step 6.

Check that any changes have been made on the customer's record for the dependent child(ren). See Dependent child changes if updates are required.

Ensure the Child Student/Income Circumstances (CHSI) screen is updated.

Check the CHOC screen to ensure the correct child(ren) details are recorded. Eligible child(ren) must have a CLM line recorded on CHOC for the relevant concession type with the correct Date of Event.

See CHOC to complete required updates.

Check the MCDS screen to see if the child(ren)’s entitlement has updated or check CCIS screen to see if a replacement card has been automatically generated.

If there is no update, see Child refresh action to complete a refresh.

If the details are still not on MCDS, go to the Concession Benefit Action (MCBA) screen and in these fields:

• Action, key RSH
• Reason, key HIC (Health Insurance Commission)
• Effect date, key the same date as the Event Date recorded on CHSI screen

Go to the Assessment Results (AR) screen.

Before finalising this activity, check the MCDS screen to make sure the dependent details have been updated.

Have the dependent details been corrected?

• Yes, go to Step 6
• No, leave the refresh activity started and refer the case to Level 2 Policy Help Desk-Concessions. Once a response has been provided, go to Step 6

Make sure that the death action has been completed if the customer is requesting a new card due to the death of a:

• partner, or
• dependent child

Note: a new card without the deceased's name will not automatically issue and a new card should only be issued at the customer's request. If the customer requests a replacement card, go to Step 6.

Procedure ends here.

Issue the replacement card using one of the following methods:

• if the customer can self manage, register the customer for self service (if applicable) and direct them to request a replacement card via:
• the Request a document option online, or
• phone self service
• Concession card reissue screen in Process Direct, go to Step 7
• Concession Card Reissue Guided Procedure in Customer First, go to Step 8

Go to the Concession card issue summary (CCIS) screen in Process Direct and select:

• the concession card to be reissued from the Current concession cards table
• Reissue/issue card
• reason for issue/reissue
• Save. The Current concessions card table will show the delivery status as:
• Pending if successfully saved, and
• Yes when the card has been automatically processed overnight and sent

If the CCIS screen in Process Direct is unavailable, go to Step 8.

Procedure ends here.

From Workspace select Concession Card Reissue Guided Procedure:

• select the correct card to action if the customer has multiple cards
• Display address on card/interim voucher?, select Yes or No. If relevant, select the address to appear on the concession card/voucher from available options
• Suppress partner name from card?, select Yes or No. Yes must only be applied at the customer's request. Tell the customer that to access concessions for their partner, they will generally need to present the concession card showing their partner's details
• complete the Source, Who contacted? and Date of Receipt fields as required
• Reissue card, select Yes or No
• Reason for reissuing card, select the reason for reissue from the drop down list
• Non-Priority card delivery option, select One-off or Continuous
• Delivery address, confirm address with customer and select correct address from available options
• make sure the Issue Interim Voucher is No
• select Finish

Check the Concession card details page shows the issue of the card. The card sent status will show as Pending if successfully saved. Card processing occurs automatically overnight and then the card status will change from Pending to Yes, once the card has been sent.

If the customer intends to apply for an interim card, see Confirming concession card entitlement and issuing interim vouchers.

If the guided procedure in Customer First is unavailable, go to Step 9.

Procedure ends here.

The card should only be manually issued if Process Direct or the guided procedure in Customer First is not available.

When using Customer First:

• from Workspace go to Concession Cards and select Concession card details
• select the correct card for reissue if the customer has multiple cards
• select Reissue Card
• on the Concession Card options screen:
• select the Reason for issue/reissue from the drop down list
• for 'Issue a rail travel voucher?' option, select No
• complete the Source and DOR fields, and
• select Issue

When using Customer Record:

• go to the Concession Card Issue Summary (CCIS) screen
• identify the card to reissue
• key R (for reissue) next to the current card to be reissued and enter
• on the Concession Card Details screen:
• in the Reason for Replacement field, key an applicable reason code. To view the list of applicable codes for this field, key? and select [Enter]
• in the Issue a voucher? field, key N
• complete the Source and DOR fields, and
• press [Enter]

Check the Concession card details page shows the issue of the card. The card sent status will show as Pending if successfully saved. Card processing occurs automatically overnight and then the card status will change from Pending to Yes, once the card has been sent.

Note: error code E079CE - Card cannot be reissued within 14 days of expiry will display when attempting to reissue any concession card within 14 days of the card's expiry date. In such circumstances, consider alternative means of confirmation of concession entitlements.

If the card has been reissued manually, record the details in a DOC, including what card was reissued, why and if the customer intends to apply for an interim card. See Confirming concession card entitlement and issuing interim vouchers.

Procedure ends here.