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 However, the ITD screen is now obsolete and has been replaced by the Consent Authority Details Summary (CADS) screen where individual businesses can be blocked.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, complete the consent update, go to Step 3.

Customer advises verbally or in writing that they wish to withdraw or add (reinstate) their consent for a business to verify their details and concession entitlement in CCeS. This could be for all businesses or one only.

Note:

• Customers can withdraw their consent at any time without the need to provide a reason.
• Adding consent is only required if the customer has previously withdrawn consent and wishes to reinstate consent.

If the customer is withdrawing consent make updates in either:

• Process Direct, go to Table 2, Step 2
• Customer First/Customer Record, go to Table 3, Step 2

If the customer is adding/reinstating consent make updates in either:

• Process Direct, go to Table 2, Step 5
• Customer First/Customer Record, go to Table 3, Step 5

Does the customer want to:

• withdraw consent, go to Step 2
• add/reinstate consent, go to Step 5

Go to the Consent Authority Details Summary (CADS) screen

Is the business listed on the Consent Authority Details Summary (CADS) screen with Consent Ind=Yes?

Yes, go to Step 3

No, go to Step 4

The business is listed on the Consent Authority Details Summary (CADS) screen with Consent Ind=Yes:

• select Edit on the applicable line
• update Consent Ind, select No
• select Save
• complete the Receipt Date, Channel and the customer’s Service Reason fields, (if the system does not select a default Service Reason, select the most relevant Service Reason for the update)
• select Save
• select Assess and address any errors or warnings
• select Assess again, then select Finish
• record details of the update in the Finalise box
• select Finalise
• advise the customer that the business will not be able to access their information in CCeS.

Procedure ends here.

Note: if an organisation has more than one service reason (this needs to be checked on the SRS screen in the org record in Customer First) you may need to update CADS for each service the customer is withdrawing the organisation’s access to.

The business is not listed on the Consent Authority Details Summary (CADS) screen with Consent Ind=Yes:

• Select Add at the top right of the CADS screen
• Authorised Consent: select CUS for customer or NOM for nominated person
• Service Reason: select from the following options;
• CCS – Customer Confirmation Consent
• IAS – Income Confirmation Single Enq
• IAB – Income Confirmation Batch Enq
• IHB – HA Income Confirmation Batch Enq
• IHS – HA Income Confirmation Single Enq
• Organisation CRN:
• if known, enter the CRN of the organisation and select Search
• if unknown, select Search. Enter the full organisation name in the Org name field, Org CRN or Keyword (every word of the name is a keyword) and select Search
• from the Results select the correct organisation. Note: the results will not display the service reason for the org, select the appropriate CRN, which starts with 555.
• Consent Ind: No
• select Save
• complete Receipt Date, Channel and the customer’s Service Reason fields (if the system does not select a default Service Reason, select the most relevant Service Reason for the update)
• select Save
• select Assess and address any errors/warnings
• select Assess again, then select Finish
• record details of the update in the Finalise box
• select Finalise
• advise the customer that the business will not be able to access their information in CCeS.

Procedure ends here.

Note: if an organisation has more than one service reason (this needs to be checked on the SRS screen in the org record in Customer First) you may need to update CADS for each service the customer is withdrawing the organisation’s access to.

Adding consent is only required if the customer:

• has previously withdrawn consent for a business to access their information in CCeS
• wishes to reinstate consent for the business.

Is the business listed on the Consent Authority Details Summary (CADS) screen with a Consent Indicator (Con Ind) of 'No'?

• Yes; go to Step 6
• No, no updates are required. Procedure ends here.

Reinstate consent for the business on 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, Channel and customer’s Service Reason fields, select Save
• select Assess and address any errors/warnings
• select Assess again, then select Finish
• record details of the update in the Finalise box
• select Finalise
• advise the customer that the business will be able to access their information in CCeS if they give their consent to the business.

Procedure ends here.

Does the customer want to:

• withdraw consent, go to Step 2
• add/reinstate consent, go to Step 5

Go to the Consent Authority Details Summary (CADS) screen.

Is the business is listed on the Consent Authority Details Summary (CADS) screen with a 'Y'?

• Yes, go to Step 3
• No, go to Step 4

The business is listed on the Consent Authority Details Summary (CADS) screen with a 'Y'

• ‘S’elect the business and press Enter or Continue
• insert date of change in the Date of Event field
• enter Consent Indicator value of 'N' and Authorised Consent of 'CUS' for customer or NOM for nominated person
• key Source and DOR
• press Enter or Continue. The CADS screen will display
• go to the Activity List (AL) screen. A CDC or Customer Details activity will now appear (i.e. PEN/CDC or NSS/CDC – Newstart System/Customer Details):
• 'S'elect the activity and code AR in the Nxt: field, and press Enter, or Select the activity and select the AR radio button and press Continue and the Assessment Results (AR) screen will display
• 'S'elect the Finished: field and key 'Y' for finished and press Enter, or click the Finalise radio button and click Continue
• advise the customer that the business will not be able to access their information in CCeS.
• record the details on a DOC

Procedure ends here.

The business is not listed on the Consent Authority Details Summary (CADS) screen with a 'Y'

• 'S'elect the 'Add Consent to New Organisation' field at the bottom left of the CADS screen
• in Svc Rsn, key the Organisation’s Service Reason:
• CCS – Customer Confirmation Consent
• IAS – Income Confirmation Single Enq
• IAB – Income Confirmation Batch Enq
• IHB – HA Income Confirmation Batch Enq
• IHS – HA Income Confirmation Single Enq
• press Enter or Continue
• on the Organisation Name Search (ON) screen:
• search for the business by entering either the Full Organisation Name in the Org Name field, keyword (every word of the name is a keyword), external identifier, or organisation Customer Reference Number (CRN)
• in Service Reason, key CCS/IAS/IAB/IHS/IHB and press Enter or Continue
• 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 or Continue
• confirm the business selection on the Organisation Details (ORD) screen with a 'Y' and press Enter or Continue
• on the CADS screen:
• Enter Consent Indicator value of 'N' and Authorised Consent of 'CUS' for customer or NOM for nominated person.
• key Source and DOR, press Enter or Continue
• go to the Activity List (AL) screen. A CDC or Customer Details activity will now appear (i.e. PEN/CDC or NSS/CDC – Newstart System/Customer Details):
• 'S'elect the activity and code AR in the Nxt: field, and press Enter, or Select the activity and select the AR radio button and press Continue and the Assessment Results (AR) screen will display
• 'S'elect the Finished: field and key 'Y' for finished and press Enter, or click the Finalise radio button and click Continue
• advise the customer that the business will not be able to access their information in CCeS.
• record the details on a DOC

Procedure ends here

Adding consent is only required if the customer:

• has previously withdrawn consent for a business to access their information in CCeS
• wishes to reinstate consent for the business.

Is the business listed on the Consent Authority Details Summary (CADS) screen with a Consent Indicator (Con Ind) of 'No'?

• Yes; go to Step 6
• No, no updates are required. Procedure ends here.

Reinstate consent for the business on the Consent Authority Details Summary (CADS) screen:

• ‘S’elect the business and press Enter or Continue
• insert date of change in the Date of Event field
• enter Consent Indicator value of 'Y' and Authorised Consent of CUS for customer or NOM for nominated person
• key Source and DOR
• press Enter or Continue. The CADS screen will display
• go to the Activity List (AL) screen. A CDC or Customer Details activity will now appear (i.e. PEN/CDC or NSS/CDC – Newstart System/Customer Details):
• 'S'elect the activity and code AR in the Nxt: field, and press Enter, or Select the activity and select the AR radio button and press Continue and the Assessment Results (AR) screen will display
• 'S'elect the Finished: field and key 'Y' for finished and press Enter, or click the Finalise radio button and click Continue
• advise the customer that the business will be able to access their information in CCeS if they give consent to the business.
• record the details on a DOC.

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