Customer consent for Centrelink Confirmation eService (CCeS) 101-09010030

The Information Transfer Details (ITD) screen in Customer First was used to code 'blanket no consent' for all electronic verifications from external Third Parties. However, the ITD screen is now obsolete and replaced by the Consent Authority Details Summary (CADS) screen where individual businesses can be blocked.

Does the customer have an old 'N' consent recorded on the ITD screen?

• Yes, go to Step 2
• No, go to Step 3

If a customer has an old 'N' consent recorded on the Information Transfer Details (ITD) screen in Customer First, an 'N' line will be automatically generated on the Consent Authority Details Summary (CADS) screen for any business which attempts an electronic confirmation.

If a customer has an old blanket 'N' consent coded on the ITD screen this needs to be updated along with the individual business on CADS.

To give businesses access, the customer needs to give permission to have the old 'no consent' indicator on ITD removed. This will remove the 'blanket no consent' and allow individual businesses on CADS to be updated from 'No' to 'Yes' as appropriate.

If the ITD screen has to be updated, contact the National Business Gateway - Confirmation Services Helpdesk to update the customer's record.

Once the ITD screen has been updated, to complete the consent status update, go to Step 3.

Customer advises verbally or in writing that they wish to add (reinstate) or withdraw their consent for a business to verify their details and concession entitlement.

This could be for all businesses or one only.

Obtain details of the business' full name from the customer.

Note: the customer may withdraw their consent at any time.

If the customer is withdrawing consent to update in:

• Process Direct, go to Step 4
• Customer First/Customer Record, go to Step 5

If the customer is adding/reinstating consent, to update in:

• Process Direct, go to Step 6
• Customer First/Customer Record, go to Step 7

Go to the Consent Authority Details Summary (CADS) screen

• select Edit on the applicable line
• update Consent Ind, select No
• select Save
• complete the Receipt Date and Channel fields, select Save
• select Assess and address any errors/warnings
• select Assess again, then select Finish
• record details of the update
• select Finalise

Procedure ends here.

If the business is listed on the Consent Authority Details Summary (CADS) screen with a 'Y' select the business and press [Enter]:

• key date of change in the Date of Event field
• key Consent Indicator value of 'N' and Authorised Consent of 'CUS'
• key Source and DOR
• press [Enter]

If the relevant business is not listed on the CADS screen in the customer record:

Note: this cannot be coded in Customer First, code in Customer Record.

• 'S'elect the 'Add Consent to New Organisation' field at the bottom left of the CADS screen
• in Svc Rsn, key CCS
• press [Enter] and the Organisation Name Search (ON) screen will display
• search for the business by either Org Name, keyword (every word of the name is a keyword), external identifier, or organisation Customer Reference Number (CRN)
• in Service Reason, key CCS
• if there are multiple businesses that meet the search criteria the Organisation List (OL) screen will be generated. Select the appropriate business and press [Enter]
• confirm the business selection on the Organisation Details (ORD) screen with a 'Y'

The Consent Authority Details (CAD) screen will display:

• in Consent Indicator field, key 'N' for no
• in Authorised Consent field, key CUS for customer or NOM for nominated person
• in Source field, key source of information
• in DOR field, key date of receipt of information
• press [Enter]

The CAD screen will display and a CDC activity will now appear on the Activity List (AL) screen, (i.e. AGE/CDC or JSP/CDC):

• 'S'elect the activity and code AR in the Nxt: field and press [Enter] and the Assessment Results (AR) screen will display
• 'S'elect the Finished: field and key 'Y' for finished, press [Enter]
• record the details on a DOC
• procedure ends here

Adding consent is only required if the customer has previously withdrawn consent and wishes to reinstate consent.

• go to the Consent Authority Details Summary (CADS) screen
• select Edit on the applicable line
• update Consent Ind field, select Yes
• select Save
• key the Receipt Date and Channel fields, select Save
• select Assess and address any errors/warnings
• select Assess again, then select Finish
• record details of the update
• select Finalise

Procedure ends here.

Note: adding consent is only required if the customer has previously withdrawn consent and wishes to reinstate consent.

If the business is listed on the Consent Authority Details Summary (CADS) screen with a 'No' select the business and press [Enter]:

• key date of change in the Date of Event field
• key Consent Indicator value of 'Y' and Authorised Consent of CUS for customer or NOM for nominated person
• key Source and DOR
• press [Enter]

The CAD screen will display and a CDC activity will now appear on the Activity List (AL) screen, (i.e. AGE/CDC or JSP/CDC):

• 'S'elect the activity and code AR in the Nxt field and press [Enter]. The Assessment Results (AR) screen will display
• 'S'elect the Finished field and key 'Y' for finished, press [Enter]
• record the details on a DOC. Procedure ends here

If the business is not listed on the CADS screen with a 'No' there are no updates required. Procedure ends here.

Refer to the CRN Change Scenarios table to determine what actions are required for the change in business operations.

Reminder:

• where a change in ABN/ACN will take place, a new CCeS business application must be assessed
• if the business wishes to retain the same CRN, a Program Manager should assess whether or not the CRN can be retained or a new CRN will be required

A CCeS business can request to transfer existing customer consent to a new business who will continue to provide the concession, rebate or service to customers. The new business must also be approved to use CCeS or apply if required.

The transfer of existing customer consent request must be made in writing by an authorised officer of the business.

Has the business requested to transfer existing customer consent to a new business?

• Yes, go to Step 3
• No, procedure ends here

When a business is requesting to transfer customer consent for the purposes of CCeS, either the business or the new business will need to notify customers that:

• their existing consent for CCeS is being transferred to the new business. The notification must be in writing and at least 14 days prior to the transfer of the consent
• the new business will be providing the concession, rebate or service from a specific date
• the new business will continue to use the customer’s existing consent previously obtained by the business to use CCeS to confirm concessional entitlements
• if the customer does not consent to the new organisation obtaining information through CCeS, they must advise the business that their consent is withdrawn. It is the responsibility of the business to notify the new organisation when a customer withdraws their consent

The business must provide a copy of planned customer notifications to the agency for review prior to being issued to customers. The agency has standard wording that businesses can use in customer notifications. The business must also confirm the planned date for notifications to be sent.

Has the business provided a copy of planned customer notifications and it meets all requirements in the CCeS Policy?

• Yes, and it:
• meets all requirements, go to Step 4
• does not meet requirements. Contact the business to discuss and request amendments. Once amendments have been made, go to Step 4.
• No, business has failed to supply documents. Go to Step 6

A Program Manager can make a decision on a transfer of customer consent request for CCeS. Requests should be referred to the Customer Financial Capability branch - CCeS team if there are any concerns with the request.

If the request to transfer customer consent is:

• approved, go to Step 5
• rejected, notify the business of the outcome of their request. Advise the business that new consent will need to be obtained by the new business prior to CCeS being used to confirm concessional entitlements. Go to Step 6

Contact the business to advise that their request to transfer customer consent has been approved. Request that the business provide confirmation when:

• customer notifications have been issued, and
• the transfer of business operations and associated consent transfer to the new business is complete

Discuss that the new business will need to be able to provide satisfactory evidence of the transfer of customer consent for an individual customer if the agency requests this during a compliance review or investigation of a complaint. Examples of evidence that can be supplied may include (but is not limited to):

• a copy of correspondence:
• sent to customers advising their consent would be transferred to the new business
• from Services Australia approving the transfer of customer consent for CCeS
• from the old business confirming the transfer of consent has been completed
• a new ‘shell’ consent record for the customer which includes details of the transfer of consent (eg what date the customer notification was issued and the date the consent was transferred, what contact details were used, what wording was used etc)

Add a DOC to both the existing and new business records (if it exists) with details of the decision and any relevant information.

Does the old business need to have their CCeS contract withdrawn?

• Yes, see Withdrawing a business's approval to use a deduction and confirmation service
• No, procedure ends here